Community Navigator Supervisor

State of Indiana•Indianapolis, IN

1d•Onsite

About The Position

The Community Navigator Supervisor leads a team of 10–12 Community Navigators who provide callers to 211 with accurate, empathetic, and confidential information and referrals. The role supports team success through coaching, clear expectations, accountability, and operational oversight, while partnering with leadership to improve workflows, operational excellence, and performance. The position is based in the office in downtown Indianapolis and covers a Monday–Friday shift from 9:45 a.m. to 6:15 p.m. The salary traditionally starts at $53,222 and may be adjusted based on education and work experience. A degree is not required; 1–3 years of management experience in a similar role may be considered. The supervisor manages employee performance and records, monitors call center metrics and service quality, maintains schedules and shift reports, and supports consistent data entry and policy compliance. The role also assists with crisis intervention, suicide prevention, complex caller situations, staff certification, recruiting, onboarding, training, and professional development. Supervisory duties may vary based on agency needs.

Requirements

Experience in human services, social work, nonprofit work, case management, crisis hotline work, or information and referral services.
One to three years of management experience applying relevant knowledge and skills in a similar role may be considered; a degree is not required.
Ability to inspire and manage a diverse team.
Strong decision-making and problem-solving skills.
Excellent verbal and written communication skills.
Knowledge of community, regional, and state human and social service resources.
Ability to think critically and adapt to changing circumstances.
Proficiency with data analysis and information, including identifying trends and using reporting tools.
Ability to use crisis intervention skills and suicide prevention tactics.
Ability to maintain consistency, fairness, and objectivity.
Ability to troubleshoot, manage multiple tasks, and prioritize effectively in a fast-paced environment.
Ability to build and maintain positive relationships with clients and community partners.
Willingness and ability to meet AIRS certification standards.
Demonstrated personal computer skills, including MS Office and other software applications.
Ability to delegate work, set clear direction, and manage workflow.
Ability to give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
Ability to perform essential functions with or without reasonable accommodation.

Responsibilities

Oversee Community Navigators providing 211 callers with accurate, appropriate, and confidential information and referrals.
Ensure staff comply with call center objectives, performance standards, workflows, and policies; provide coaching, accountability, and corrective action.
Develop and administer performance improvement plans, including clear expectations, coaching, and follow-up.
Facilitate team meetings, participate in leadership discussions, and maintain effective communication between staff and leadership.
Conduct interim check-ins and annual performance reviews to assess progress, provide feedback, and support development.
Maintain accurate, confidential employee records, performance notes, and documentation in accordance with organizational and legal standards.
Review real-time adherence, monitoring reports, and workforce management data to support call metrics and quality service delivery.
Manage schedules and prepare daily shift reports covering call trends, staff concerns, technology issues, and other significant information.
Ensure accurate and consistent data entry for demographics, assessments, and referrals in accordance with center guidelines.
Identify operational issues and provide feedback on organizational changes, policies, and training materials before implementation.
Review and approve employee timesheets for accuracy, policy compliance, and timely submission.
Assist with crisis intervention and suicide prevention when responding to individuals in distress.
Help Community Navigators problem-solve, de-escalate, and respond to complex situations or callers in crisis.
Assist eligible Community Navigators in obtaining and maintaining required certifications, including Inform USA’s Community Resource Specialist certification.
Support leadership with interviewing, onboarding, and training new employees.
Recruit, select, onboard, and train employees; clarify role responsibilities and expectations and support continued professional development.
Set expectations, measure progress, provide ongoing feedback, and evaluate employee performance to ensure work meets quality standards, deadlines, and procedures.

Benefits

Three medical plan options, including prescription coverage, as well as vision and dental plans.
Wellness Rewards Program with gift card rewards for completing wellness activities.
Health savings account with bi-weekly state contributions.
Deferred compensation 457(b) account with employer match.
Two fully funded pension plan options.
Leave policies including 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers.
Up to 15 hours of paid community service leave.
Combined 180 hours of paid vacation, personal, and sick leave.
12 paid holidays, or 14 in election years.
Education Reimbursement Program.
Group life insurance.
Referral Bonus program.
Employee assistance program with covered behavioral health visits.
Qualified employer for the Public Service Loan Forgiveness Program.
Free parking for most positions.
Free LinkedIn Learning access.