Salary, Hourly Non-Exempt
Full-Time, Hours may vary
Director of Veteran Support Services
Clear Path for Veterans is a Central New York-based national nonprofit organization dedicated to honoring and supporting veterans, service members, and their families through programs that promote wellness, community, and purpose. Founded on the belief that veterans thrive when they are connected, valued, and supported, Clear Path has built a strong reputation for impactful programming, trusted partnerships, and meaningful engagement with the veteran community.
The work will involve performing technical and administrative tasks, encompassing a coordinated effort to complete goals and objectives in support of Clear Path for Veterans (CPV) programs. The Navigation Coordinator is responsible for completing basic intakes, engaging clients in a full intake process, determining appropriate programs and services for clients, connecting clients to staff for programmatic or service-related assistance, managing the intake process related to external partners, distributing program assessments, and other related job duties. This position emphasizes maintaining, developing, and improving upon systems and processes to increase efficiency across all programs. This position reports to the Director of Veteran Support Services.
Centralized Intake and Coordination
- Interview clients, determine client needs, and assess eligibility for Clear Path programs and services.
- May orient clients to CPV processes and programs.
- Determines and encourages clients to seek services for situations seen or identified during the intake process.
- Maintains client confidentiality by following best practices and existing policies.
- Ensures comprehensive intakes are completed for all eligible clients.
- Conducts intakes and maintains accurate records of client information.
- Administers program assessments at designated points throughout the client journey
- Effectively communicates with program leads to provide client information on eligible clients.
- Gathers information and develops strategies to facilitate departmental needs and achieve goals.
- Completes all program applications and assessments as assigned, including eligibility, registration, enrollment, pre/post quality surveys, and all other required screening tools.
- Work with the program directors to determine suitability for acceptance and enrollment.
- Support program development through ongoing process enhancements.
- Identify and manage future technology integrations aimed at driving efficiency within the intake and assessment process
- Enter and organize prospective client information and receive paperwork or clinical documentation into various electronic platforms, maintaining confidentiality when applicable.
Management, Team Building, Leadership, and Relationships
- Conducts frequent check-ins with program leaders to determine strategic goals.
- Facilitates positive relations with staff, volunteers, guests, and the community.
- Solicits feedback from program staff to assess program issues and assist with finding solutions.
- Coordinates intake meetings with program leads to ensure optimal communication and transparency among key staff members.
- Works in conjunction with the Chief Impact Officer and program directors to discuss client enrollment/alternatives.
- Cultivate and maintain relationships with community partners to facilitate appropriate client referrals when needs fall outside CPV's program scope
Administrative and Miscellaneous
- Unwavering commitment to quality service and data-driven program evaluation.
- Develop and maintain accurate records in compliance with data management standard operating procedures.
- Perform various administrative tasks such as: meeting with departmental staff members to identify and define administrative difficulties; analyzing and developing improved processes; managing daily tasks; and acting as a single point of contact and conduit for inquiries.
- Provide clear and comprehensive information about Clear Path for Veterans programs and services.
- Maintain accurate records using electronic database software.
- Return all client correspondence within 48 hours; 24 hours if urgent or a complaint.
- Collect needed forms and clinical documentation for authorization of services
- Attends and actively participates in departmental and organizational meetings.
- Manages operational and strategic scheduling of planned activities.
- Maintains and updates intellectual property, adhering to brand guidelines.
- Creates presentations, summaries, and helping materials to ensure better communication and understanding of programs and services.
- May aid in collecting basic research data; prepare reports of findings.
- Complete other duties or tasks assigned or needed to complete job responsibilities and support Clear Path's mission.
Education and Experience Needed
- Bachelor's degree in social work, psychology, public health, or a related field and experience working with veterans preferred; OR
- A combination of relevant education and work experience in the above fields equating to a minimum of four (4) years.
- Experienced in process improvement and data analysis.
- Customer service experience.
- Proficient in task and time management, sufficient to multi-task across projects.
- Experience using client management software.
- Background and experience with non-profit organizations.
- Excellent verbal, written, presentation, and IT skills.
- Experience working with or maintaining extended associations with Veterans preferred.
Skills, Knowledge, and Abilities Needed to Perform Effectively in the Position
- Understanding of and commitment to Clear Path's mission, policies, and protocols.
- Utilize problem-solving skills to achieve common goals and objectives.
- Exceptional organizational skills.
- Computer literacy and the ability to operate office equipment sufficient to perform the job functions.
- Competency in Microsoft Office (PowerPoint, Excel, Word), Salesforce, Google Suite, and web conferencing software (Zoom, Google Meets)
- Good knowledge of office terminology, procedures, methods, and research techniques.
- Good knowledge of modern principles and practices of office management and record keeping.
- Good knowledge of project management software.
- Good knowledge of Clear Path for Veterans programs, intake processes, and criteria for eligibility.
- Knowledge of military and warrior culture.
- Ability to understand and work with PTS, MST, and TBI in Veterans.
- Ability to present ideas clearly, concisely, and effectively.
- Ability to relate well with others.
- Ability to understand and follow complex written and oral instructions.
- Ability to prepare correspondence and reports, and adhere to deadlines.
- Ability to compile narrative and/or numeric data into an appropriate format.
- Ability to work in a fast-paced environment
- Ability to be compassionate yet firm and exercise good sound judgment.
- Ability to exhibit passion and support for the mission of Clear Path for Veterans.
- Ability to work with a diverse group of people.
- Ability to supervise in a manner conducive to full performance and high morale.
- Ability to direct the work of others.
- May be required to work weekends and evenings as needed.
- Participate in special events as required.
- Required to travel to chapter and affiliate locations as strategically defined.
- Attend conferences and networking opportunities on a frequent basis.
Work locations will vary depending on day-to-day tasks and responsibilities. Active attendance at Clear Path for Veterans' main location will be required when not conducting off-site tasks.
Job-related Physical Abilities needed to perform the job in a satisfactory manner
Must possess speech and hearing sufficient for telephone and in-person communications. Manual dexterity is sufficient for constant use of a computer keyboard and other office equipment. Vision sufficient for frequent use of a computer monitor, developing and reading paperwork. Must be able to stand and be actively mobile for extended periods of time, including bending, stooping, reaching, running, balancing, etc. Must be able to lift a minimum of 35 lbs.
- All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
- Ensure all Clear Path for Veterans employees conduct themselves in a professional manner towards others, including but not limited to; veterans, volunteers, other Clear Path employees, and visitors.
- Ensure that veterans, volunteers, employees, or visitors have a positive experience with Clear Path.
- Supports and promotes the Clear Path mission.
- Adheres to Clear Path for Veterans policies and procedures.
- Promotes teamwork and communication amongst coworkers.
- Meets or exceeds expected performance standards, including consistently reporting to work on time prepared to perform the duties of the position.
