Intake & Resource Navigator

Goodwill Industries of Southwest Florida•Fort Myers, FL

13h

About The Position

Goodwill Southwest Florida is seeking a bilingual (English/Spanish) Intake & Resource Navigator to serve as the first point of contact for participants, visitors, and community members seeking services and support. The role combines participant intake, resource navigation, customer service, administrative support, and office coordination to connect individuals with appropriate programs, services, and community resources while supporting the daily operations of Community Support Services. The position also supports staff and facility operations through reception and visitor coordination, mail and equipment management, maintenance and IT request follow-up, event preparation, records management, calendar coordination, and communication across Community Support Services, the Community Resource Center, and administrative staff. The role follows company and departmental policies and procedures and performs other related duties as assigned.

Requirements

High school diploma required.
Bilingual proficiency in English and Spanish required.
Two years of experience in customer service, community services, administrative support, intake, reception, or a related field.
Ability to provide exceptional customer service and create a welcoming environment.
Strong critical-thinking, problem-solving, and decision-making skills.
Ability to take initiative, work independently, manage responsibilities, and follow issues through to resolution.
Excellent verbal, written, and interpersonal communication skills in English and Spanish.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and adapt to changing needs in a fast-paced environment.
Proficiency in Microsoft Outlook, Word, Excel, and Teams.
Ability to learn and effectively use phone systems, databases, and ticketing systems.
Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
Knowledge of community resources and support services.
Ability to work effectively with diverse populations while demonstrating professionalism, patience, and empathy.

Nice To Haves

Associate's degree preferred.
Experience coordinating administrative operations, facilities requests, or information technology support tickets preferred.

Responsibilities

Serve as the primary intake receptionist by answering general calls, providing program information, directing callers, and taking detailed messages.
Greet participants, visitors, vendors, and staff at designated entrances and provide a professional, welcoming experience.
Manage visitor sign-ins, notify staff of arrivals, and coordinate visitor flow.
Maintain current knowledge of programs, services, and staff directories to answer questions and connect people with appropriate resources.
Receive incoming mail and packages, coordinate deliveries, and route items to the appropriate department or employee.
Maintain office equipment, including copiers, scanners, and fax machines, and monitor paper and toner supplies.
Maintain common areas, meeting spaces, and supply closets in an organized and functional condition.
Research staff questions, gather information, and connect employees with appropriate solutions and resources.
Submit, monitor, and follow up on IT and facility maintenance requests through resolution.
Assist with meeting, conference, and event preparation, including room setup, furniture arrangement, and materials organization.
Maintain departmental filing systems and assist with document scanning and cloud-based record management.
Manage calendars, schedule meetings and appointments, and coordinate activities for Community Support Services staff.
Communicate with Community Support Services, Community Resource Center, and administrative staff to support coordinated service delivery and daily operations.
Follow company and departmental policies and procedures.
Perform other related duties as assigned.