Temporary Housing Navigator

Brothers Redevelopment, Inc.•Edgewater, CO

5d•Onsite

About The Position

Operated by the long-established housing nonprofit Brothers Redevelopment, Colorado Housing Connects (CHC) (1-844-926-6632) is a one-of-a-kind housing helpline that helps consumers across the state navigate all manner of housing issue and concern--offering information and strategies to equip them with the tools to make an informed decision about their situation. Our Housing Navigator will provide individualized support to each caller and help them develop a plan to find and sustain safe and long-term housing, or to address a specific housing need. The Housing Navigator identifies each area in which clients need assistance to accomplish the outlined goals and objectives (i.e., applying for public benefits, identifying subsidized housing, etc.) and provides follow-up to secure a desired outcome. This is a grant funded position that is currently funded through August of 2026, with the potential of longer-term funding.

Requirements

The ideal candidate will have great enthusiasm for helping callers, and a passion for customer service.
Must be able to communicate effectively with many audiences, including clients, housing counselors, industry professionals, and agency officials.
The candidate must also prioritize and manage multiple tasks simultaneously as well as possess the ability to work in a team environment and to effectively troubleshoot when problems arise.
Candidate must be proficient using and computer and online data management platforms.
High School Diploma is required.
A minimum of at least one year of related experience, with demonstrable delivery of exceptional customer service both in person and over the phone.
Candidate should have a broad knowledge of and experience using computers, word processing software, database, and spreadsheet applications, as well as online data systems/platforms.

Nice To Haves

Bilingual Spanish helpful but not required.

Responsibilities

The Housing Navigator will provide individualized client support by helping each client develop a plan to address their barriers, assess their budget and financial capacity, and maintain and sustain long-term housing.
The Housing Navigator will identify each area in which clients need assistance to accomplish the outlined goals and objectives (i.e., applying for public benefits, identifying subsidized housing, etc.) and the Housing Navigator will take full responsibility for their clients’ success.
The Navigator answers incoming calls & e-mails, collects caller data, assesses caller’s housing needs, identifies community resources and provides navigation of appropriate referrals.
The Navigator will also, create a simple action plan to ensure positive outcomes.
Facilitate transfers for service to other Brothers Redevelopment programs, including Brothers Property Management (affordable housing), Housing Counseling and the Aging in Place/Senior Services department.
Assist clients in completing applications for housing or benefits.
Follow-up with previous callers to determine outcomes and impacts.
Identify new and useful housing resources and add the resource to the housing database.
Update all housing resources semi-regularly in the housing database.
Contact providers and ensure that information is accurate.
Actively participate in staff meetings and trainings.
Data management and reporting
Identification of caller trends enabling the creation of a dynamic response to rising community needs.
Maintain a thorough knowledge and understanding of various housing resources and availability.
Maintain client related data tracking systems, including case notes and complete entries.
Meticulously capture necessary data from incoming callers.
Understand the related operational contract and grant guidelines and requirements.
Use questioning and listening skills that support effective telephone communication.
Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
Effectively deal with emotional, angry and/or upset callers.
Communicate basic expectations of services to callers before facilitating transfer.
Collect required data from each caller.
Assist reception desk during breaks and absences as needed.
Other duties as assigned.