Resource Navigation Specialist (full-time)

Resource Navigation Specialist

As a Resource Navigation Specialist, you'll be responsible for responding to and reaching out to our guests and neighbors in need who are accessing our programs, including Food Club, Financial Wellness, and Outreach, with a caring hand to help support and connect them to internal and external resources. You'll often serve as the first point of contact for our guests and will help them navigate Community Action House's many programs and resources, as well as general resources in our area. Most of our guest interactions are the triage for our services, acting as the initial intake to then refer guests into our services or connect them with external services.

The Resource Navigation Specialist works with guests and community members to connect them to Action House programs and services, as well as external resources to help remove barriers for our guests. This role connects with guests and evaluates needs onsite and at satellite locations, while assisting with intake paperwork and making internal and external program referrals. This position will require the empathy and ability to support people facing a variety of circumstances, with a passion for resource connection, and a strong attention to detail.

We are looking for kind and creative problem solvers who have the capacity to help others navigate challenging times with dignity while living Our Values.

Start Date: as soon as possible

Responsibilities & Essential Duties

• Build relationships, evaluate guest's needs, and provide assistance to our program guests and neighbors through triage calls and light case management.
• Assist guests with intake paperwork across organization's program offerings, including Food Club, Guest Services, Financial Wellness, and Outreach programs, in the greater Holland/Zeeland area at established "inreach" service locations such as Herrick District Library, Community Kitchen, Refresh, Food Club and throughout the community.
• Based on guest's needs, provide internal and external resources and accountability, while ensuring follow up and completion of internal and external referrals.
• Verify program eligibility requirements for guests and referrals, and determine the correct entry point into Action House programming.
• Assist guests with a variety of tasks including applying for benefits from local, state, and federal agencies and providing follow up when necessary.
• Update and learn about new community, local, state, and federal resources that may benefit our guests, as they become available.
• Maintain timely and accurate program and client records and update and manage resource documents.
• Support the team with guest follow-up, data entry, case notes, and reports when necessary.
• Analyze guest data to better understand service gaps and increase quality of service.
• Work collaboratively with a cross functional team to ensure highest client service and to ensure programming efficiently and effectively helps our guests build skills to achieve a stable and prosperous life.
• Provide outstanding client service and interaction.
• Other duties as assigned.

Qualifications

• Empathic, ability to follow through, and reliable with the creativity and ability to navigate challenging situations and circumstances
• Previous experience working with guests
• Ability to build an in-depth knowledge of Action House programming and local resources
• Demonstrated, strong working knowledge of MIBridges and other government and community resources
• Strong knowledge of homelessness in the community and housing resources, including homeless verification letters, HUD, and how, where, and when to refer guests who are unstably housed
• Advanced training on and knowledge of motivational interviewing, mental health first aid, de-escalation, etc.
• Understands stages of change and is able to meet clients where they are at
• Demonstrated ability to set boundaries and to practice self-care
• Deep understanding of government IDs/ID document applications
• Strong customer service skills with the proven ability to work with diverse populations
• Interest in social services/human services, previous experience preferred
• Strong, active listening skills and ability to offer empathy
• Skilled in conflict resolution (CPI) and crisis management
• A team player with a flexible and creative approach within a friendly, yet demanding, work environment
• Ability to handle a variety of constituencies, manage multiple tasks simultaneously and thrive in a complex environment with multiple priorities
• Self-reflective, humble, and able to compassionately engage and process with coworkers and diverse populations with a history of trauma
• Knowledge of client systems and greater Holland community, particularly the culture of poverty, issues regarding affordable housing, and an understanding of addiction/substance abuse
• Client management database knowledge preferred
• Working knowledge of Google applications and platforms
• Ability to prioritize and manage multiple tasks without direct supervision
• Ability to work effectively in collaboration with diverse groups of people
• Willingness and interest in continuous learning and adaptation based on your professional interests and organizational needs
• A high standard of performance and integrity, and ability to lead by example to foster a positive workplace culture
• Proficiency in clear and effective written and verbal communication, and ability to develop trusting professional relationships
• Ability to independently travel between work locations within a reasonable timeframe for each of our Community Action House locations
• Demonstrate a genuine passion for our mission and a commitment to upholding our team's values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, & One Team

Education & Experience

• 2+ years of relevant experience required
• Some college required. Bachelor's Degree preferred.; or in place of a degree, equivalent years of experience
• Some supervisory experience preferred but not required
• Training on and/or knowledge of working with guests navigating a variety of challenging circumstances, for example topics like motivational interviewing, mental health first aid, de-escalation etc.
• Bilingual Spanish proficiency preferred

Position Details

Position Type: Full-time Regular Overtime Status : Non-Exempt Reports To : Senior Manager, Resource Navigation Direct Reports : None Department : Guest Services & Resource Navigation Primary Location: Food Club & Opportunity Hub

Supervision Received : General Direction: Receives broad guidance and direction and has some autonomy in decision-making and flexibility in determining how to achieve goals. Supervisor provides support and resources as needed but may not be directly involved in day-to-day decision making or task assignments. Supervisory Responsibilities : None: Does not have formal people leading (supervisory) responsibilities.

Physical Requirements

• Continuously move about work area
• Continuously use hands/fingers to handle or feel
• Continuously reach with hands and arms
• Continuously use eyesight clarity/accuracy or visual perception
• Continuously read and understand written word
• Continuously ability to push, pull, and lift up to 30 pounds
• Frequently work in stationary position including prolonged standing
• Frequently bend, stoop, kneel, crouch, or crawl
• Frequently operate computer and general office machines
• Occasionally ascend/descend (stairs/ladder/etc.)
• Occasionally work outside in variable weather conditions
• Occasionally ability to push, pull, and lift up to 25 pounds

• Access to consistent and reliable transportation to travel between each of our Community Action House locations during work.
• Evening hours regularly, on a pre-scheduled basis, often Tuesdays or Thursdays

$20.24 - $24.70 an hour

About Community Action House

Since its founding in 1969, Community Action House has been the focal point of community efforts to provide critical support and pathways out of poverty for our neighbors in need. Our community-powered work takes a client-centric approach that meets people wherever they are at and offers services that enhance ownership and agency. Our work is organized in three interconnected areas: Food Access, Resource Navigation, and Financial Wellness. Welcome, excellence, and collaboration are some of our core values.

In October 2021, we launched our new 'Food Club & Opportunity Hub' to expand efficient, impactful healthy food assistance with the on-site integration of other pathway programs. More recently, we announced a partnership with Dwelling Place to help address the affordable housing crisis here in Holland. In July 2023, we