Community Services Navigator

Blue Mountain Action Council•Walla Walla, WA

42d

About The Position

This full-time position plays a crucial role in creating a welcoming and supportive client experience. This includes welcoming and completing an intake process then referring people to services at BMAC and the broader community. This role involves close collaboration with all BMAC departments and various community partners to coordinate efforts and improve outcomes for those in need of assistance with the goal of moving individuals and families to self-sufficiency.

Requirements

Relevant experience and/or education may be substituted for either education or work history.
Associates degree in Human Services or related field strongly preferred.
Two (2) years related work experience administering social services; familiarity with BMAC and partner services strongly preferred.
Working knowledge of issues and resources related to housing services for low-income families and individuals; knowledge of landlord/tenant law preferred.
Experience working with individuals, families and young adults, including BIPOC and LGBTQIA+ populations, facing homelessness or needing other social services preferred.
Strong commitment to BMAC’s mission of collaborating with our partners to equitably deliver services and support to our neighbors experiencing poverty and to our values: accountability for our actions and services; dignity for all we serve; honoring diversity, equity, and inclusion in all aspects of our work; and upholding a spirit of service.
Demonstrates the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively with diverse populations, including LGBTQ and people of color, as well as individuals of all ages and ability levels.
Ability to serve clients using a trauma-informed, human-centered approach with excellent customer service skills.
Ability to understand and implement contract requirements regarding eligibility and services, and data maintenance. Ability to learn about all BMAC and community programs to properly refer people/clients.
Ability to maintain calm under pressure and de-escalate difficult situations.
Strong organizational skills, with a demonstrated ability to prioritize, pay attention to details, manage and complete multiple projects.
Ability and willingness to learn new skills.
Excellent verbal and written communication skills.
Ability to read and assess complex documents such as housing program guidelines, policies and procedures manuals.
Understanding of, and ability to work collaboratively with, a variety of community resources and partners and with other BMAC programs.
Ability to advocate for services and those in need.
Ability to compile and maintain accurate, thorough and timely case management records.
Ability to maintain confidentiality, set appropriate client boundaries with tact and respect, and exercise sound judgement.
Ability to work in a fast-paced office environment, managing a high call volume, with frequent interruptions and occasional crisis situations.
Ability to contribute to updating of housing program guidelines and related policies/manuals.
Proficient with Microsoft Office products, including Outlook, Word, and Excel.
Ability to learn/use HMIS, CAP60 and other software systems.
Valid driver’s license by the time of hire with good driving record.
Must provide own vehicle for travel and must maintain current auto insurance. Mileage will be reimbursed according to the current IRS mileage rate.

Nice To Haves

Bilingual/Bicultural – English/Spanish – is strongly preferred.

Responsibilities

Provide a welcoming customer service experience for participants and visitors.
Provide intake, service navigation, and referral services to families and individuals via email, phone and in person.
Determine eligibility for health-related social needs through the Greater Health Now Community Referral HUB by completing thorough assessments of individuals and families.
Coordinate closed loop referrals to community services, starting with BMAC programs, shelters, and supportive services as needed, ensuring that clients are connected to services with appropriate follow through.
Support clients with health and wellbeing goals and reduce barriers to accessing care, such as health insurance enrollment.
Help with outreach and client visits as needed.
Collaborate and develop/maintain strong relationships with other service providers in the area.
Coordinate referrals to and utilization of all appropriate community resources and proactively connect with resources to assure the best referrals.
Develop broad knowledge of all BMAC programs to make appropriate referrals.
Act as an advocate with other social, health, employment and education services in the community when appropriate.
Maintain database(s) in a timely and accurate manner:
Accurate and prompt data input, including but not limited to the Homeless Management Information System (HMIS) and the internal client management system CAP60.
Ensure that careful, accurate and timely documentation is completed regarding services and referrals provided in all required databases.
Complete purchase order documentation in an accurate and timely manner.
Serve as backup for Reception coverage during lunch, breaks, and other times as needed.
Demonstrate regular and reliable physical attendance, requesting any scheduled leave in advance and any unscheduled leave with the supervisor as soon as reasonably possible.
Attend all scheduled staff meetings.
Attend training sessions as required by the funding source or the agency.
Attend any other meetings or trainings as required.
Performs other related duties as assigned.

Benefits

Medical/Vision Dental Insurance: The following individuals qualify for BMAC's group insurance plans:
Regular, full-time employees working 30-40 hours per week receive full benefits
Qualifying dependents: Spouse/legal domestic partner and any dependent children 26 years or younger
Life Insurance
Short/Long-Term Disability
Employee Assistance Program
401(k) Retirement Plan: Eligibility begins in the first month after hire date. Vesting rules apply.
Paid Time Off (PTO): Employees begin accruing PTO the first day of employment as detailed below
Employees with 0-5 Years of Service = accrue 0.075 hours per hour worked
Employees with 5+ Years of Service = accrue 0.0875 hours per hour worked
Employees with 10+ Years of Service = accrue 0.10 hours per hour worked
FlexibleTime Off (FTO): Available based on regularly scheduled work hours.
Holidays: 12 paid holidays
Other Paid Leave
Voting Leave – as needed upon request
Bereavement Leave – up to 4 days to eligible employees
Jury Duty Leave – up to 4 weeks over any 1-year period
Workers Compensation: Comprehensive insurance provide