Administrative System Navigator - Part-time hourly

Job Description

Job Description

JOB DESCRIPTION: Administrative System Navigator - Part-time hourly 

History and Mission  

Reach For Youth, Inc. was established in 1974 by a coalition of south-side Indianapolis community leaders concerned about the lack of services and programs in their neighborhood. Today we serve over 2000 youth and their families throughout Central Indiana, providing mental health counseling, intervention, restorative justice programs, and a host of other prevention services that provide opportunities to youth and strengthen families.   

We currently serve youth and families in two building locations: Marion County and Johnson County.  

Mission  

Reach For Youth provides life-changing opportunities through mental health, restorative justice, and prevention services. 

Vision   

Every youth and family has the opportunity to thrive and reach their full potential. 

Diversity Statement   

Reach For Youth, Inc. defines diversity in its broadest context to include all that makes us unique: race, color, gender, religion, national origin, age, disability status, culture, sexual orientation, gender identity, parental status, educational background, socioeconomic status, intellectual perspective, and organizational level.   

Reach For Youth, Inc., aims to be inclusive and celebrate diversity in all aspects of our operations, including hiring of staff, Board of Directors and leadership, securing vendors, communications, community outreach and programming.  Being inclusive and mindful of the diversity of our community helps us better relate to our client base, be a more inclusive workforce, and achieve our mission to be a key resource to youth and their families in Central Indiana.  

Programs and Services:  

Reach For Youth’s mission is fulfilled through three areas of service: counseling, restorative justice, and prevention. 

Counseling Services: Family-focused individual, group, and family counseling, along with educational and therapeutic groups that support youth and their families. 

Restorative Justice: Services including Teen Court, in local schools and the community, and Restorative Justice Circles give youth an opportunity to repair harm, take accountability, and avoid deeper involvement in the justice system. 

Prevention Services: Programs including Pathways to Success, Empower Youth, and Social Emotional Learning sessions build skills, resilience, and positive connections that help youth thrive before problems start. 

Reach For Youth’s mental health and positive youth development services address the four essential elements of positive youth development and mental health: a sense of belonging; a sense of mastery; obtaining independence; and promoting servant leadership through social and community engagement. 

Reports To: Director of Administrative Services, Greenwood 

Position Summary: 

Reach For Youth is seeking a part-time Administrative System Navigator to serve as a warm, knowledgeable front door for Johnson County youth and families looking for mental health and substance use support. The Administrative System Navigator staffs RFY’s phone-, text-, and email-based help line, helping families navigate Indiana’s behavioral health system, providing warm referrals to care, and removing practical barriers such as paperwork, waitlists, and insurance questions. This position also provides front-desk and administrative support, including scheduling, answering and making phone calls, and data entry. This position is ideal for someone who is compassionate, resourceful, excellent at multitasking, and appreciates the mission of non-profit work. 

Know How: 

Proficiency in Microsoft Office required. Ability to learn additional, agency specific software, including a secure contact-tracking/CRM system, required. Detail-oriented, strong sensitivity to deadlines, multitasking ability, strong organizational and problem-solving skills a must. Candidate must be professional, self-motivated and able to work independently. Strong verbal and written communication skills are necessary, and applicant must be able to work cooperatively within a diverse, team atmosphere, display a high degree of judgement, discretion and confidentiality. Must be flexible and open to changing priorities and needs. 

Must be able to engage youth and families with empathy, patience, and a nonjudgmental approach, including callers who may be stressed or in distress. Knowledge of (or strong willingness to learn) the Johnson County behavioral health, social service, and youth-serving provider network, as well as basic Medicaid, insurance, and sliding-scale payment options. Ability to recognize when a situation requires escalation to clinical staff or crisis services. 

Duties:  

System Navigation  

• Staff the System Navigation help line by phone, text, and email during scheduled hours, and monitor voicemail, text, and online intake daily. 
• Respond to every family inquiry within one business day, and document each contact, response time, and outcome in the agency’s secure tracking system. 
• Listen to each family’s needs, answer questions about mental health and substance use services, and provide warm referrals to therapists, psychiatrists, school-based supports, and other community providers.
• Provide information on insurance, Medicaid, and sliding-scale payment options. 
• Help families work through common barriers to care, such as intake paperwork, waitlists, and knowing whom to contact next. 
• Follow up with families to confirm they were able to connect with the services they needed.
• Identify youth and families with more complex needs and refer them to the Director of Outreach for wrap-around care coordination, to RFY clinical services, or to the Upstream Prevention adolescent recovery community, as appropriate.
• Recognize crisis situations and follow agency protocols for immediate escalation to clinical staff or crisis resources.
• Build and maintain a current directory of Johnson County behavioral health and community resources in coordination with the Johnson County Health Department and other community partners. 
• Support community outreach and education events as needed, sharing information about the help line with schools, families, and youth-serving organizations. 
• Compile help line data (inquiry volume, response times, referrals, and follow-up outcomes) for monthly and quarterly grant reporting. 

Administrative Support  

• Answer and route incoming calls, and schedule clients for various programs. 
• Collect proper paperwork and co-pays from clients and enter into our database. 
• Customer service to clients, our community partners and staff.
• Data entry into our agency systems. 
• Clerical work includes filing, computer work, phone calls, and general office support. 
• Maintain the confidentiality of client information in accordance with HIPAA and agency policy. 
• Assist with agency fundraisers and special events. Participate in the agency annual campaign and United Way campaigns, including any other resource development tasks as needed. 
• Any other duties as assigned. 

Experience: Must have related experience in customer service, administrative, case management, or human services settings. Experience connecting individuals or families to community resources is preferred. Familiarity with Johnson County resources, Medicaid, or behavioral health services is a plus. Experience in a non-profit environment is a plus. Bilingual (English/Spanish) is a plus. 

Education: High school diploma or equivalent required. Associate’s or bachelor’s degree in social work, psychology, human services, or a related field preferred. 

Job Type: Part Time – 20 hours per week, scheduled Monday – Thursday during business hours – Hourly, Non-Exempt 

Location: Reach For Youth Johnson County office, with occasional community outreach across Johnson County 

Benefits: This is a part-time position and is not eligible for most aspects of the agency’s employee benefits package. Employee Assistance Programs and Paid Time Off (depending on hours worked) are available.    

Notice of Nondiscrimination: Reach For Youth, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Reach For Youth, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.  

Reach For Youth, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Reach For Youth, Inc.’s employees to perform their job duties may result in discipline up to and including discharge.