Client Navigator

Kalamazoo Defender • Kalamazoo, MI

20h • Onsite

About The Position

Kalamazoo Defender is an independent non-profit organization that provides legal representation to the adult indigent population charged with a crime within Kalamazoo County. We take a holistic approach, employing compassionate professionals who work with our clients to identify and address additional needs beyond their legal case. In collaboration with our robust network of area service providers, we aim to connect our clients to relevant support services. We fight for justice in the courts, care in the community, and dignity in the world. Our mission is rooted in the conviction that poverty and various forms of discrimination put our clients on inequitable footing within and beyond our criminal justice system. Our job is to be their zealous defender in the face of these systemic barriers, fighting for them in court, organizing care for them in our community, and advocating for their inherent dignity in the broader world.

Requirements

• Bachelor’s degree or at least 1–2 years of relevant experience in advocacy, case management, social services, resource navigation, human services, or a related field.
• Strong commitment to Kalamazoo Defender's mission and values.
• Ability to work effectively with diverse populations, including individuals with disabilities, those struggling with addiction, and those experiencing mental health crises.
• Commitment to cultural awareness, maintaining professionalism, ensuring confidentiality, and acting with compassion and integrity.
• Excellent interpersonal, verbal, and written communication skills, including the ability to initiate and maintain professional communication with clients, service providers, and community partners in person, by phone, and electronically.
• Ability to build rapport and maintain appropriate professional boundaries while working in a highly client-facing environment and responding flexibly to both scheduled and unscheduled client needs.
• Strong organizational and time-management skills, with the ability to manage multiple clients, appointments, priorities, and deadlines while working both collaboratively and independently.
• Strong problem-solving and resource-navigation skills, including the ability to identify barriers, explore available options, and help clients navigate complex systems.
• Ability to manage high-stress or emotionally charged interactions with patience, professionalism, sound judgment, and appropriate de-escalation techniques.
• Strong documentation and record-keeping skills.
• Proficiency in Microsoft Office and other basic office technologies and comfort learning and working with new software, systems, and technology tools.
• Ability and willingness to travel locally to courthouses and criminal justice facilities as needed.

Nice To Haves

• Three or more years of experience providing advocacy, case management, social services, resource navigation, or comparable client support.
• Bachelor's or master's degree in social work, psychology, sociology, human services, criminal justice, or a related field.
• Familiarity with the population served by Kalamazoo Defender and the local agencies and systems that intersect with that population.
• Experience working in criminal defense, legal services, public defense, social services, behavioral health, or a nonprofit environment.
• Experience coordinating services across multiple community providers or systems.
• Bilingual abilities.

Responsibilities

• Conduct holistic assessments with clients to identify needs, strengths, barriers, available supports, and appropriate next steps for connection to services.
• Meet and communicate directly with clients in person, by phone, and through other appropriate communication methods to assess needs, provide support, navigate resources, and assist with connection to appropriate services.
• Participate in rotating Client Navigator walk-in coverage, providing responsive, face-to-face navigation services to eligible clients, including assessment of immediate needs, resource identification, referrals, and connection to community-based services.
• Work collaboratively with clients to identify goals and develop individualized action plans that reflect client priorities and circumstances.
• Provide resource navigation, advocacy, and practical support by identifying appropriate services, explaining available options, and assisting clients in accessing community-based resources.
• Coordinate assessments, evaluations, treatment, housing, benefits, and other services as appropriate to the client's needs and legal circumstances.
• Develop release plans, action plans, referral summaries, and other client-service documentation needed to support clients and the defense team.
• Collaborate with attorneys to identify opportunities for case-specific support and ensure Client Navigator services are coordinated with the client's legal representation.
• Develop and maintain working knowledge of local community resources, programs, eligibility requirements, and referral processes.
• Proactively communicate and build professional relationships with community-based service providers by phone, email, and in person to make referrals, clarify eligibility, address access barriers, coordinate services, and advocate for clients.
• Coordinate meetings involving clients, defense team members, treatment providers, and other community partners when necessary to facilitate resource connection, coordination, and access.
• Maintain accurate, complete, timely, and well-organized case notes and electronic case files documenting identified needs, navigation efforts, referrals, service connections, and outcomes.
• Learn and effectively use case-management systems and other technology tools necessary to document services, communicate with the defense team, and maintain confidential client information.
• Support effective resource connection and soft handoffs when clients transition between services, providers, or out of Client Navigator services.
• Complete and close Client Navigation cases when identified needs have been addressed or appropriate navigation efforts have been completed, while maintaining access to walk-in support as appropriate while the client's Kalamazoo Defender case remains open.
• Maintain appropriate professional boundaries with clients to support equitable, ethical, and sustainable client services.
• Respond professionally and compassionately to clients experiencing crisis or heightened emotions, using appropriate communication and de-escalation techniques.
• Collaborate effectively with attorneys, paralegals, investigators, mitigation specialists, fellow Client Navigators, reception staff, and other members of the multidisciplinary defense team to support holistic, client-centered representation.
• Travel to courthouses and correctional facilities or other locations as needed to meet with clients and coordinate services.
• Participate in training and professional development and maintain current knowledge of community resources, service systems, and practices relevant to the role.
• Perform any other duties as assigned, contributing to the overall effectiveness and success of the defense team.

Benefits

• Health care coverage including medical, dental, and vision, with employee premiums covered 100%.
• Life insurance and short- and long-term disability coverage, with optional supplemental benefits including voluntary life, accident, hospital indemnity, and critical illness insurance.
• Retirement program offering both 403(b) and Roth options with employer match of 5 times employee contributions up to 5%.
• Five weeks of paid time off (pro-rated for start date), paid holiday closures, and additional paid parental leave program.
• Robust Employee Assistance Program (EAP) and Health Advocate services, available to all household members.
• Optional Flexible Spending Accounts (FSA) and Dependent Care Flexible Spending Accounts (DCFSA).
• Health Savings Account (HSA) available with eligible high-deductible health plan.
• Michigan Tri-Share participating Qualifying employees may be eligible for childcare assistance, with costs shared between the employee, the employer, and the state.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree