Role Purpose
The Service Navigator serves as the first point of contact for neighbors seeking assistance from Irving Cares. This role creates a welcoming, respectful, and supportive client experience while guiding neighbors through service navigation, pre-qualification, and preparation for case management services. By coordinating access to services and completing administrative intake activities, the Service Navigator enables Case Managers to focus on comprehensive assessment, coaching, and stabilization.
Role Summary
The Service Navigator is responsible for helping neighbors understand available services, determining potential eligibility, collecting required documentation, and preparing qualified neighbors for an Intake Assessment. The role combines exceptional customer service with strong organizational skills to ensure every neighbor receives clear guidance, timely communication, and an appropriate next step.
Primary Responsibilities
- Serve as the initial point of contact for neighbors seeking assistance.
- Welcome neighbors and create a positive, respectful client experience.
- Provide information about Irving Cares programs, eligibility requirements, and community resources.
- Guide neighbors through available service options and explain the service delivery process.
- Complete pre-qualification activities, including eligibility screening and collection of required documentation.
- Prepare qualified neighbors for an Intake Assessment.
- Refer neighbors to appropriate community resources when Irving Cares services are unavailable or not the best fit.
- Maintain complete, accurate, and timely client documentation.
- Protect client confidentiality and adhere to organizational policies and procedures.
- Identify opportunities to improve service navigation and intake processes.
Experience
Typically one to two years of experience in customer service, client support, community outreach, or a related field.
Experience serving diverse populations and navigating community resources is beneficial.
Language
Fluency in English and Spanish is required.
Core Proficiencies:
- Customer service and client engagement
- Intake and documentation procedures
- Eligibility guidelines and program requirements
- Community resources and referral processes
- Client information systems and record keeping
- Confidentiality, privacy, and professional ethics
Pay: $20.00 - $21.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Language:
- English AND Spanish (Required)
Work Location: In person
