SUMMARY: This position is responsible for the daily operations of Mission Services Facilities. Navigators are responsible for assessing, scheduling, and navigating all visitors/participants to appropriate community resources, program and services within Goodwill’s Mission Services department, or external services/program providers.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following, other duties may be assigned:

• Promotes the general goals and objectives of Heart of Texas Goodwill.
• Meet with all facility visitors to assess their needs or supports.
• Schedule visitors to meet with appropriate Goodwill staff or directly refer to an organization/program that will meet their needs.
• Answer incoming telephone calls to determine purpose of callers and refer them to the appropriate Goodwill staff, set up an appointment, or navigate them to an appropriate community resource.
• Utilize FindHelp.org to receive and send referrals to and from community resources.
• Maintain knowledge of local agency services, programs, and other resources.
• Input relevant Goodwill employee and participant data into data management system (Salesforce) for tracking and reporting purposes.
• Ensure case notes are completed and entered for assistance provided to employees/participants in a timely manner.
• Maintain participant files and ensure confidentiality of all records.
• Conduct follow-up procedures to participants who have previously received services at or through Mission Services facilities to ensure satisfaction and any additional service needs.
• Provide support during events hosted at Mission Services facility for both Goodwill and non-Goodwill events.
• Open, secure, maintain the cleanliness and safety compliance for assigned Mission Services facilities.
• Notify appropriate departments of any IT, safety, or maintenance needs for assigned Mission Services facilities.
• Ensure proper usage of agency fax and printing equipment, to include ordering of supplies and maintenance.
• Instruct visitors in basic operation of computers and other office equipment.

LEADERSHIP COMPETENCIES:

EDUCATION and/or EXPERIENCE:

• Minimum of a high school diploma or general education degree (GED) strongly preferred
• Minimum of 1 year work experience in a customer service industry/position preferred

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

All individuals must pass a drug screen. A criminal background check is required. A credit check may be performed as well as a driver license check. Must be able to pass a motor vehicle report, maintain a personal vehicle for company travel, and maintain minimum liability insurance on the personal vehicle.

At a minimum an employee must possess the following skills:

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Must be willing to accept instructions and carry them out.
• Must be able to work and cooperate with others.
• Must be able to identify potential hazards and implement control measures to reduce risk and maintain a safe work environment.
• Must be able to represent company in a professional manner that includes appropriate business casual dress.
• Ability to speak, read, and write the English language is required; ability to speak, read, and write the Spanish language preferred

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee

• Must be able use hands to handle or feel and reach with hands and arms.
• Must have sufficient eyesight and manual dexterity.
• Must be able to regularly lift and carry 10 pounds regularly and occasionally lift and carry up to 50 pounds.
• The employee is frequently required to talk or hear.
• Must be able to follow instructions.
• Specific vision abilities required by this job include close vision (clear vision at 20 inches and less) and color vision (ability to identify and distinguish colors).
• Prolonged periods of sitting at a desk and working on a computer.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to airborne particles (dust and lint). The noise level in the work environment ranges from quiet to very noisy.