Family Resource Network Navigator

YMCA of Northern Alberta•Edmonton, AB

About The Position

The FRN Connection Line Navigator provides front-line support to families, youth, caregivers, and service providers across Alberta by helping them find and access the right services. Working as part of a province-wide navigation team, this role responds to calls, completes intake and needs screening, and connects callers to local Family Resource Network supports and community services. The Navigator plays a key role in reducing barriers, improving access, and ensuring people receive timely, accurate, and respectful support through a single point of contact.

Requirements

Diploma or degree in Human Services, Social Work, Child and Youth Care, Psychology, Education, or a related field.
Experience working with children, youth, caregivers, and families, including those with complex or multiple needs.
Strong knowledge of community resources and ability to connect individuals to appropriate services.
Ability to complete intake, assess needs, and support service navigation in a fast-paced environment.
Strong communication, listening, and problem-solving skills.
Ability to work with diverse populations using culturally responsive and trauma-informed approaches.
Availability to work evenings and weekends.

Nice To Haves

Experience with documentation, data entry, or case tracking systems is an asset.
Relevant certifications (e.g., First Aid, CPR, crisis intervention) and a clear Police Information Check may be required.

Responsibilities

Respond to incoming calls, voicemails, and referrals, providing timely and accurate information and support.
Complete intake and screening to understand caller needs, risks, and service gaps.
Connect individuals and families to appropriate FRN programs and community-based services using warm hand-offs where possible.
Develop basic service plans and provide follow-up to confirm successful connection to services.
Provide short-term problem-solving and interim supports for families waiting to access services.
Maintain accurate documentation of calls, referrals, and outcomes in the navigation database.
Identify and flag emerging trends, service gaps, and barriers experienced by callers.
Build and maintain knowledge of community resources, referral pathways, and regional service availability.
Participate in team learning, training, and quality improvement activities to strengthen navigation practices.