Navigator

The Multi-Assistance Center At Morgans Wonderland•San Antonio, TX

21h•Hybrid

About The Position

The Navigator serves as the primary liaison for individuals of all ages with special needs, including those with intellectual and developmental disabilities (IDD) or other related conditions—and their families. Operating under the MAC Care Model, the Navigator provides seamless access to coordinated medical, therapeutic, and non-medical services. This role emphasizes advocacy, support, and empowerment, with a focus on helping individuals achieve self-determination and active participation in their communities. Demonstrated ability to manage a dynamic caseload independently while maintaining flexibility and responsiveness to individual needs in a fast-paced, evolving environment. The position is a center-based position and involves developing and maintaining long-term interaction with MAC Members, their families, and MACers for medical, therapeutic, community support services, and related service needs.

Requirements

Active Listening Skills – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Stress Tolerance – Requires accepting feedback and dealing calmly and effectively with high stress situations.
Compassion – Requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Integrity – Requires being honest and ethical.
Have a bachelor's or advanced degree from an accredited college or university.
An associate degree in a social, behavioral, human service or health-related field including, but not limited to, psychology, social work, medicine, nursing, rehabilitation, counseling, sociology, human development, gerontology, educational psychology, education, and criminal justice; or
A high school diploma or certificate recognized by a state as the equivalent of a high school diploma
Two years of related experience working with individuals with special needs and/or vulnerable populations who have chronic or complex conditions.
Specific expertise in related areas (specific diagnoses, Medicaid, Social Security, legal, healthcare, etc.).
Family member of an individual with special health care needs with successful and extensive experience serving as their child/youth’s case manager/advocate and documented appropriate education or training related to case management. Qualifications must be specific to the job description and may be reviewed.
Other qualified individuals with extensive and documented successful experience working in community programs serving individuals with special health care needs. Qualifications must be specific to the job description and will be reviewed.
Must have a valid Texas driver’s license and a reliable vehicle with the minimum auto insurance required by the State – must keep license and insurance current or have reliable transportation.

Nice To Haves

Experienced in supporting individuals with special needs, especially those with intellectual and developmental disabilities (IDD), across diverse age groups and support requirements.
Extensive knowledge of regional service systems, community resources, and non-medical drivers of health (NMDOH)
Strong interpersonal, communication, advocacy, and critical thinking skills, with the ability to collaborate effectively with individuals, families, and multidisciplinary teams.
Committed to person-centered practices, self-determination, inclusion, and culturally responsive engagement with diverse populations.
Proficient in Microsoft Office and electronic data tracking systems (e.g., MACNav), adaptable to changing environments, and capable of managing shifting workloads independently and as part of a team.

Responsibilities

Serve as the primary point of contact for assigned MAC Members with special needs—including individuals with intellectual and developmental disabilities (IDD)—and their families or guardians, using a person-centered, advocacy-based approach.
Conduct and review the MAC Pre-Screening and Intake Process in a private, confidential setting to assess needs and identify social determinants of health.
Create individualized MAC Care Plans and assist Member with linkages to supports.
Determine appropriate services and referrals, sending referrals through the MACNav system to MACers and/or community partners ensuring a closed loop referral process throughout the duration of services.
Maintain complete and accurate records in the MACNav system, ensuring data is updated, accessible, and compliant with confidentiality standards.
Support with coordination of appointments, follow-ups, and service connections for MAC Members.
Provide ongoing support to MAC Members and their planning teams to develop natural support, social networks, and meaningful community integration.
Identify and assist in resolving service barriers and provide advocacy to address gaps in care or access.
Serve as a liaison among MAC Members, families, service providers (MACers), and community partners to ensure holistic and coordinated service delivery.
Participate in interdisciplinary team meetings, serving as a MAC Member advocate and contributing relevant information to service planning discussions.
Conduct required MAC service surveys in accordance with MAC Policies and Procedures.
Stay informed about available community services and resources to offer accurate, timely support.
Monitor and follow up on services and referrals according to the timelines defined in MAC Policies and Procedures.
Address MAC Member grievances by working with leadership to create and implement action plans for resolution.
Collect feedback from MAC Members and recommend improvements to MAC navigation services based on insights gained.
Meet or exceed established productivity benchmarks for the navigation program.
Participate in required training sessions, meetings, and other required educational sessions.
Perform all other duties as assigned in alignment with MAC program goals and standards.

Benefits

Health and wellness benefits – health/dental/vision insurance, prescription drug discounts, employee assistance programs and wellness programs.
Morgan’s pays 100% of employee only coverage for Medical Plan 1, Dental, Vision and Basic Life.
Financial and retirement benefits - include 401(k) plans, profit-sharing plans and financial planning assistance, and matching contributions.
Time-off and leave benefits - 3 Weeks of PTO accrual per calendar year and 40 hours can be rolled over to the next calendar year.
11 holidays per year with paid parental leave.
Discounts for employees - Complimentary Family & Friends Season Passes.
Discounted single-day tickets after comp ticket bank exhausted, in-park food, beverage, and merchandise, and birthday, cabana, and facility rentals.
Life Insurance & AD&D - $50K Basic Life/AD&D insurance policy at no cost to you.
Disability Insurance - Short-term & Long-term disability coverage is available
Onsite Communicare - Our Communicare partnership offers a $0 copay waiver, priority scheduling/appointments, prescription discounts and home/work delivery.
$0 Copay for Telehealth Nurseline available (24/7).