Job Title: Service Navigator
Location: Anaheim, CA
Position Type: Full-Time Hourly, Non-Exempt
Reports to: Older Adults Program Supervisor
Organization: Pathways of Hope
The Agency
Since 1975, Pathways of Hope has led a community effort to provide access to food, shelter and housing to those in North Orange County experiencing hunger, housing insecurity and homelessness. We operate a community access point, multiple housing sites and a variety of programming models, and collaborate with a wide array of community partners including local government, school districts, businesses, healthcare providers and other stakeholders engaged in creating a community that provides for the needs of its residents. Our team is dynamic, forward-thinking and works together to uphold the Pathways Standards, which prioritize the people we serve, codify support and growth as core management principles, and establish a culture of philanthropy in which we are bold and fearless advocates for our community.
The Opportunity
Through multiple housing models (Emergency Shelter, Permanent Supportive Housing, Prevention and Diversion) the Pathways of Hope Programs team assists at-risk and homeless families and individuals reduce housing barriers, work toward greater economic opportunity and independence, and strengthen community social service linkages necessary for the participant(s) to prevent or end their homelessness and obtain safe, sustainable, permanent housing.
This position works exclusively with our Older Adults and Tyrol Plaza housing programming and requires a flexible work schedule including some weekend, morning and evening shifts, as well as reliable transportation to attend community appointments. This position is stationed 50% on-site at Tyrol Plaza and 50% off-site attending meetings and other community events.
The Candidate
All Pathways of Hope employees must embrace a culture of teamwork, collective success and support in assisting the agency in achieving its mission and vision with a strong focus on the Pathways of Hope Standards. The ideal candidate will possess a strong work ethic, a track record of successful problem-solving, the ability to work independently, and an understanding of homelessness in Orange County. The ideal candidate understands that Case Management and Services Navigation are collaborative efforts with participants.
Job Summary
In collaboration with the Older Adults Program Supervisor, Housing and Community Programs Managers, Tyrol Plaza property management, and the Program Team, the Service Navigator provides housing stabilization, service navigation, and CalAIM Community Supports services to residents of Tyrol Plaza and other eligible participants, with a primary focus on seniors and individuals experiencing housing instability.
The Service Navigator supports participants in maintaining housing, increasing independence, and improving overall well-being through individualized service planning, life skills development, housing support, and community resource linkage. A key responsibility of this role is providing CalAIM Day Habilitation services that promote independent living, community integration, social engagement, and successful aging in place. This position regularly meets with participants in their homes and community settings, conducts assessments, facilitates life skills activities, coordinates services, assists with housing and benefits applications, and maintains accurate documentation in HMIS and CalOptima Connect. The Service Navigator works collaboratively with property management, healthcare providers, and community partners to help participants remain stably housed, connected to services, and engaged in their communities.
This position works exclusively on our Tyrol Plaza housing programming and requires a flexible work schedule including some weekend, morning and evening shifts, as well as reliable transportation to attend community appointments. This position is stationed 50% on-site at Tyrol Plaza and 50% off-site attending meetings and other community events.
Essential Duties and Responsibilities
- Conduct participant intakes, orientations, assessments, and ongoing service planning.
- Develop individualized housing stabilization and service plans with participants.
- Meet regularly with participants to assess progress toward housing, health, and wellness goals.
- Provide direct service navigation and case management support utilizing trauma-informed, strengths-based, and harm reduction practices.
- Conduct home visits and wellness checks with residents.
- Assist participants with obtaining identification documents, benefits, healthcare services, transportation resources, and other supports necessary for housing stability.
- Connect participants to community resources, including medical, behavioral health, substance use treatment, food assistance, employment services, legal services, and senior-focused programs.
- Provide advocacy and coordination with service providers on behalf of participants.
- Complete CalAIM Community Supports intakes and enrollment activities for eligible participants.
- Create and manage service authorizations and referrals through CalOptima Connect.
- Provide Housing Navigation, Housing Tenancy and Sustaining Services, and Day Habilitation services for authorized CalAIM participants.
- Develop and facilitate individual and group-based Day Habilitation activities that promote independent living, socialization, community integration, and overall wellness.
- Conduct life skills training focused on areas of need related to senior-specific services
- Develop and facilitate Day Habilitation and life skills programming tailored to the needs of older adults and seniors in permanent supportive housing, promoting independence, wellness, and successful aging in place.
- Foster participant engagement through meaningful activities that reduce social isolation, strengthen community connections, and support progress toward individualized service plan and Day Habilitation goals.
- Support participants in maintaining housing stability by providing education on tenant rights and responsibilities, assisting with housing-related paperwork, and ensuring compliance with lease agreements, program requirements, and property expectations.
- Serve as a liaison between participants, landlords, and property management by providing advocacy, mediation, conflict resolution, and support during move-ins, housing transitions, and housing-related crises.
- Conduct regular home visits and unit inspections to promote health and safety, identify barriers to housing retention, and implement strategies to prevent housing loss.
- Maintain accurate and timely participant records by documenting services, case notes, assessments, outcomes, and program activities in HMIS, CalOptima Connect, and other required databases, while tracking participant services, expenses, and program performance measures.
- Complete all required reports and documentation in a timely manner and ensure compliance with agency policies, program requirements, confidentiality standards, funding regulations, and data quality expectations.
- Maintain strong working relationships with property management, healthcare providers, community partners, landlords, and service organizations.
- Represent Pathways of Hope at community meetings, trainings, and collaborative events.
- Assist with participant success stories, program evaluation activities, and quality improvement efforts.
- Support special projects, participant events, wellness activities, and community-building opportunities at Tyrol Plaza and other program sites.
- Perform other duties as assigned.
Knowledge
- Housing Program Models and best practices
- Trauma-Informed and Housing First Methods
- Harm Reduction Strategies Motivational Interviewing
- Other various counseling methods and conflict resolution techniques founded in strengths-based approach
- HUD definition of homelessness, Chronic homelessness, Prevention and Diversion
- CalOptima Heath and CalAIM Community Supports
- Proficiency in Microsoft Word, Excel, and Outlook
- Hunger and homelessness issues affecting Orange County community is preferred
- Local housing resources and community-based services
Skills and Abilities
- Respond to crisis with the ability to deescalate the situation
- Maintain confidentiality regarding participant information
- Work with people from diverse economic and socio-cultural backgrounds
- Excellent boundary-setting skills
- Excellent interpersonal and rapport building skills
- Professional communication skills (verbal and written) and intermediate computer skills
- Interpret, apply, and explain policies and procedures
- Represent the program and agency in a positive manner within the community
- Be punctual, organized, and willing to take initiative
- Work independently with little or no direction
- Problem-solve (identify issues and look for solutions/proactively seek to improve processes)
- Prioritize and multi-task in a fast-paced environment
- Exceptional organizational, planning, and coordination skills
- Establish and maintain effective working relationships with co-workers, volunteers, and other partners
Education and Experience
- Bachelor’s Degree in Human Services, Social Work, or a similar major
- Previous experience in case management, preferably working with unhoused individuals, families and/or persons in crisis
- Proficient in Microsoft Office and case management software including HMIS preferred
- Bilingual English/Spanish required
Compensation
This is a full-time position with a compensation of $25.00 per hour. Typical hours will be Monday through Thursday, 8:30 am – 7:00 pm with occasional attendance at evening and weekend events required.
Benefits available include health, dental and vision insurances, paid time off, a generous paid holidays schedule and a retirement plan enrollment option. As part of its cultural values, Pathways of Hope respects and values work/life balance.
Physical Job Requirements
- Ability to sit for extended periods of time while working at a computer.
- Uses hands and fingers to operate computers and office equipment for up to 10 hours a day
- Requires clear vision at 20 inches or less with or without corrective lenses and vision sufficient to use equipment or operate a car safely.
- Hearing and speech within normal ranges and sufficient for clear communication face to face and on the telephone
- Lifts up to 20 pounds regularly and 30 pounds occasionally.
- Exposed to typical office environment conditions and noise levels
Equal Opportunity
Pathways of Hope is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pay: $25.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Language:
Ability to Commute:
- Anaheim, CA 92806 (Required)
Ability to Relocate:
- Anaheim, CA 92806: Relocate before starting work (Required)
Work Location: In person
