Director of Client Access and Navigation (Bilingual English/Spanish)

Canal Alliance • San Rafael, CA

12d • Hybrid

About The Position

The Director of Client Access and Navigation leads Canal Alliance’s Navigation Hub, helping clients access services and receive coordinated support across programs and community resources. The Director oversees intake, triage, case management, and navigation practices, and supervises two Senior Managers who manage navigators and intake staff. The role is accountable for Hub operations and works with Program Directors, who retain responsibility for their programs and specialized services.

In the first year, the Director will help build the new department and implement the Navigation Hub, a key strategic initiative. Priorities include establishing standard operating procedures, clarifying cross-program handoffs, and building strong working relationships with staff and community partners.

This is a full-time, exempt position with a four-day, 32-hour workweek. The position is hybrid. Canal Alliance is a nonprofit serving Latino immigrants and their families, working to break the generational cycle of poverty by lifting barriers to success.

Requirements

• Five or more years of progressive leadership experience in client navigation, integrated service delivery, or related human services, including staff supervision.
• Bachelor’s degree in a related field, or an equivalent combination of education, training, and relevant experience.
• Bilingual proficiency in Spanish and English.
• Demonstrated experience leading intake, triage, case management, or navigation services and developing community partnerships.
• Experience with budgeting, contract management, and grant reporting.
• Knowledge of intake, assessment, triage, navigation, community resources, and integrated service delivery.
• Skills in people management, program operations, budgeting, contract management, partnership development, and cross-functional facilitation.
• Ability to build trust across teams, establish shared practices without direct supervisory authority, and translate client and staff feedback into practical improvements.

Nice To Haves

• Experience working with immigrant or underserved communities.

Responsibilities

• Oversee intake practices that distinguish clients needing ongoing navigator support from those needing brief or one-time assistance, ensuring intake specialists provide assistance directly or connect clients with appropriate internal services or external resources.
• Establish consistent practices for navigators’ core case management, including action plans, ongoing assessment, goal progression, transition, and re-engagement, coordinated with programs providing specialized services.
• Manage the Navigation Hub’s budget, staffing, and operations.
• Set standards for caseloads, documentation, supervision, and case review to support client-centered, culturally responsive, trauma-informed services.
• Supervise and develop two Senior Managers, supporting their leadership of navigators and intake staff.
• Work with Program Directors to define responsibilities, handoffs, and shared-client practices; resolve coordination gaps and bring unresolved issues to the Chief Program Officer.
• Maintain referral partnerships and community resource knowledge to strengthen client access and follow-through.
• Lead government-funding efforts with Development’s support, including identifying opportunities, building agency relationships, developing program plans, and contributing to applications.
• Work with Finance on contract compliance and post-award deliverables.
• Support Development’s philanthropic fundraising through donor and funder engagement, proposals, grant reporting, and renewals.
• Monitor access, engagement, referrals, and client experience; use findings to improve Hub services and address recurring barriers.
• Bring client experience and recurring service barriers into organizational planning and leadership discussions.

Benefits

• Three weeks of paid vacation per year.
• 12 days of sick leave per year.
• Paid birthday each year.
• 13 paid holidays per year.
• 100% paid employee medical and dental insurance.
• Life insurance.
• Long-term disability insurance.
• Employee Assistance Program (EAP).
• Up to 24 fully paid sessions for online mental health therapy and other mental health benefits.
• 403(b) retirement plan with employer match of up to 4% after three months of employment.
• Voluntary benefits include FSA, vision, life, and pet insurance, as well as dependent coverage.
• Hybrid workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Director