Supportive Services Navigator

SUMMARY

The Supportive Services Navigator (SSN) provides comprehensive client support, service navigation, and housing-focused assistance within ECHOS. The SSN supports daily operations of the Enrichment Center and delivers individualized, trauma-informed services to individuals and families facing housing instability.

While all SSNs share core responsibilities, each role may also hold a specific program focus depending on organizational needs, staff strengths, and client demand. Focus areas may include:

• Rapid Rehousing (RRH)

• Bridge House (Crisis Housing Program)

• Prevention and Eviction Support

• Shelter Case Management

The SSN ensures clients receive timely, effective, and compassionate support that promotes housing stability, safety, and overall well-being.

ESSENTIAL FUNCTIONS

Enrichment Center Support & Client Engagement

• Provide daily support in the ECHOS Enrichment Center, including welcoming clients, assisting with walk-in services, and responding to immediate needs.

• Conduct client intakes, screenings, and needs assessments.

• Distribute basic needs resources, provide information, and make appropriate referrals.

• Maintain a safe, organized, and trauma-informed service environment.

• Support crisis de-escalation and solution-focused conversations.

Service Navigation & Case Support

• Provide individualized service navigation tailored to client needs and goals.

• Assist clients with accessing housing resources, financial supports, employment assistance, behavioral health services, transportation, and other community programs.

• Help clients identify barriers, develop action plans, and track progress.

• Maintain consistent communication with clients through appointments, outreach, and follow-up.

Program-Specific Responsibilities (Based on Assigned Focus Area)

Each SSN may be assigned one or more primary focus areas. Examples include:

• Rapid Rehousing (RRH)

• Assist clients with housing searches, landlord outreach, and application processes.

• Provide short-term housing stabilization services.

• Ensure program eligibility, required documentation, and service standards are met.

• Bridge House (Crisis Housing Program)

• Provide direct support to residents enrolled in the Bridge House crisis housing program.

• Conduct program enrollments, safety checks, and basic needs assessments.

• Coordinate services with shelter/housing staff and community partners.

• Support residents in crisis stabilization and planning for longer-term housing.

• Prevention and Eviction Support

• Conduct assessments to determine risk of eviction or housing loss.

• Facilitate problem-solving, mediation, and communication with landlords or support networks.

• Connect clients to financial, legal, and resource supports to maintain housing.

• Provide short-term stabilization services to prevent homelessness.

• Shelter Case Management

• Provide case management services to individuals and families residing in shelter programs.

• Complete assessments, service plans, and exit planning for shelter residents.

• Coordinate with shelter staff to ensure resident needs are met and services are aligned.

• Support shelter guests in navigating barriers to stable housing and connecting to community resources.

• Maintain timely case notes, resident updates, and documentation.

Documentation, Data, & Compliance

• Maintain timely, accurate documentation in HMIS or other required databases.

• Track service delivery, progress, and outcomes for clients across assigned programs.

• Ensure compliance with program policies, confidentiality standards, and funder requirements.

• Prepare reports or updates as requested by the Client Services Manager.

Community & Partner Coordination

• Collaborate with landlords, shelters, community agencies, and service partners.

• Provide warm referrals and advocate for clients navigating complex systems.

• Participate in case coordination meetings, collaboratives, and trainings related to assigned focus areas.

Operational, Safety, & Team Support

• Support daily operations within the Enrichment Center, including supply management and service flow.

• Participate in team meetings, supervision, and ongoing professional development.

• Uphold trauma-informed, client-centered, and equity-based service practices.

• Assist with response to crises, safety protocols, and emergencies as needed.

QUALIFICATIONS

• Associate’s or Bachelor’s degree in Human Services, Social Work, Behavioral Health, or related field OR equivalent experience.

• Experience serving individuals experiencing homelessness, housing instability, trauma, or poverty.

• Strong interpersonal skills and ability to support clients with diverse backgrounds.

• Ability to respond calmly and effectively in crisis situations.

• Strong documentation, time management, and organizational skills.

• Ability to succeed in a fast-paced, high-need environment.

• CPR and First Aid certification (preferred).