Navigator Jobs

About The Position

Requirements

• Two years of experience in customer service, social services, or sales roles; call center experience is preferred.
• Associate’s degree preferred, or an equivalent combination of education and/or relevant work experience.
• Ability to obtain Case Assistance Navigator certification and pass a background check through the Texas Health and Human Services Commission (HHSC).
• Strong written, verbal, interpersonal, and customer service skills, including active listening, problem-solving, and empathy.
• Ability to engage with diverse individuals and groups to promote services and educate neighbors.
• Strong organization and planning skills; ability to manage multiple projects, maintain attention to detail, and meet deadlines in a fast-paced environment.
• Ability to work independently and collaboratively within a team.
• Adaptability to changes in call volume, scheduling, or workflow, with time management skills to meet targets.
• Sound judgment and discretion when handling confidential information.
• Proficiency with MS Office Suite, Adobe, virtual meeting platforms, and multiple software systems, and ability to learn new applications quickly.
• Minimum typing speed of 60 WPM.
• Ability to obtain and maintain a DOT Medical Examiner’s Certificate and meet applicable physical and safety requirements in accordance with FMCSA guidelines when performing assigned SNAP Mobile driving duties.
• Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
• Reliable transportation, a valid driver’s license, and insurance for travel within the 12-county service area.
• Ability to meet the role’s physical demands, including occasionally lifting or moving up to 20 pounds.

Nice To Haves

• Associate’s degree.
• Call center experience.
• Familiarity with client relationship management (CRM) software.
• Bilingual or multilingual proficiency, such as Spanish, Vietnamese, Pashto, or other languages relevant to the communities served.

Responsibilities

• Guide neighbors through the SNAP benefits application process by explaining eligibility requirements, required documents, and timelines.
• Help neighbors complete and submit accurate, process-ready applications; educate them about available benefits and encourage timely enrollment.
• Conduct field-based engagement, develop partnerships, and implement tailored outreach campaigns to improve access to services and community well-being.
• Provide customer service, answer neighbor questions, and resolve issues efficiently.
• Troubleshoot technical issues with online benefits applications and guide neighbors through solutions.
• Document neighbor interactions, log calls, track application status, and maintain files for reporting, program monitoring, and grant compliance.
• Collaborate with NTFB staff, community partners, and internal and external stakeholders to increase participation in SNAP and other Texas benefits programs.
• Conduct follow-up outreach as needed to ensure applications are completed and submitted.
• Meet individual and team goals based on NTFB’s strategic plan.
• Follow HIPAA policies and procedures when handling, storing, and transmitting sensitive neighbor data.
• Research local social services programs and organizations to identify additional resources for neighbors.
• May serve as a backup driver for the SNAP Mobile company vehicle to transport food products, equipment, and staff.
• When assigned SNAP Mobile driving duties, comply with applicable DOT, FMCSA, and safety regulations; complete Driver Vehicle Inspection Reports (DVIRs) and related documentation in accordance with DOT, FMCSA, OSHA, and company safety regulations.
• Perform other tasks and duties as assigned.