Service Navigator - State Service Center (Blue Hen)

Job Description

Job Description

NOW HIRING

Service Navigator

Blue Hen State Service Center – Delaware Division of Social Services

Dover, DE  •  State Government  •  Full-Time  •  Monday – Friday, 8:00 AM – 5:00 PM

Do you have a genuine passion for people — a deep commitment to showing up for others, especially those facing life’s hardest moments? Are you driven by the belief that every person deserves to be treated with dignity and care? The Blue Hen State Service Center is looking for a Service Navigator who brings both heart and skill to this essential role — connecting Delaware residents with the programs and community resources they need to move forward.

What You’ll Do

• Safely transport clients to and from essential services including TANF, SNAP, Medicaid, POC Childcare Assistance, food banks, and caseworker appointments — a valid driver’s license and clean driving record are required for this role.
• Serve as the first point of contact, greeting clients warmly and guiding them through the check-in kiosk process in State Service Center lobbies.
• Triage and assess client needs using in-depth knowledge of the division’s programs and community resources.
• Provide referrals to appropriate agencies and community assistance programs based on each client’s situation.
• Oversee daily lobby operations including kiosk management, waiting room environment, and informational materials.
• Apply trauma-informed practices and de-escalation techniques when engaging with clients in high-stress situations.
• Maintain accurate client data entry through kiosks and digital systems; prepare reports and records for leadership.
• Coordinate with State Service Center staff to ensure seamless, client-centered service delivery.
• Assess needs for language access and accessibility support for all clients.
• Administer client satisfaction surveys and identify community partners to expand available support.

What We’re Looking For

• 3 years of experience in customer service, retail, or direct service delivery — including greeting clients, assessing needs, and managing conflict.
• Valid driver’s license with a clean driving record (required — transporting clients is a core function of this role).
• 3 years of experience using web-based applications and digital platforms.
• 1 year of experience in de-escalation and conflict management in a service setting.
• 6 months of experience using a data system for entering, updating, and reporting on client records.
• Ability to practice trauma-informed approaches and demonstrate cultural competence.
• Knowledge of State Service Center programs, benefits programs, and community resources.
• Experience (lived or professional) working with underserved communities and diverse individuals.
• Strong communication skills — both written and verbal — with the ability to provide clear guidance under pressure.

Why This Role Matters

As a Service Navigator, you are far more than a point of contact — you are often the first compassionate face a struggling family sees. Your work directly shapes whether someone walks away feeling seen and supported, or lost and discouraged. If you believe in the dignity of every person and want your daily work to reflect that belief, this role was made for you.

Location

Blue Hen State Service Center

655 Bay Road, Dover, DE 19901

Organization

Delaware DSS / FSS

Requirement

Valid License + Clean Record

Schedule

Mon–Fri, 8AM–5PM

Help Delaware Residents Find Their Path Forward

Apply today through Goodwill® Staffing Services.

This is a staffing assignment at the Blue Hen State Service Center placed through Goodwill ®Staffing Services.