Client Experience Navigator

Description

The Part-Time Client Experience Navigator (Navigator) will greet and welcome everyone who comes to GMHC. The Navigator will have exceptional conflict resolution skills, a calm demeanor, and meet GMHC clients with dignity and respect. The Navigator specifically assists GMHC current or potential clients in navigating to various GMHC services and performs receptionist services.

ESSENTIAL JOB FUNCTIONS

• Greet clients, visitors, and staff in a welcoming, professional, and supportive manner upon arrival.
• Create a supportive experience by assisting clients and visitors in navigating GMHC programs.
• Provide clear directions and information about program services, schedules, and locations.
• Monitor client flow within the facility to ensure timely arrival to appointments and minimize confusion or delays.
• Serve as back-up support to the reception desk, including answering phones, checking clients in, verifying appointment schedules and communicating with staff regarding client arrival.
• Maintain awareness of daily schedules and appointments to effectively assist clients and staff.
• Communicate respectfully and effectively with clients, families, visitors and staff.
• Support in triaging and de-escalating situations.
• Always uphold confidentiality, safety, and program policies.
• Assist with administrative duties as assigned to support program operations.
• Personable, approachable, welcoming, sensitive & tactful in dealing with the GMHC community & our tenants.

SPECIAL SKILLS & KNOWLEDGE

Required:

• Ability to work with a diverse group of people.
• Ability to calmly triage / de-escalate and diffuse situations.
• Ability to thoroughly file an incident report.
• Excellent communication skills.
• Punctual and reliable.
• Dress appropriately and presentable for an office environment.

Preferred:

• Bilingual in English / Spanish preferred.
• Previous experience in working in social services, LGBTQAI+, and/or HIV/AIDS environment(s).

TECHNICAL SKILLS

• Comfortable using standard office equipment, including iPad/Tablet, desk phones, mobile devices, etc.
• Ability to navigate basic computer systems such as email, calendars, and web-based applications.
• Basic data entry skills with attention to accuracy.
• Ability to look up and reference information using a computer or iPad/tablet while assisting clients.
• Familiarity with Microsoft Office (Outlook, Word, Teams) preferred.
• Ability to use phone systems and transfer calls as needed.
• Comfortable learning new systems and technology as required.

Requirements

EDUCATION AND CERTIFICATION

• High school diploma or equivalent required.
• Coursework or experience in Human Services, Social Work, Public Health, or a related field preferred.
• Relevant trainings or certifications in customer service, conflict resolution, de-escalation, or crisis intervention are a plus.

 WORK ENVIRONMENT & SCHEDULE

• Part-time role, Monday through Friday, with flexibility required based on operational needs:

                      AM Shift: 8:45 AM – 1:15 PM

                                             or                       

                      PM Shift: 12:45 PM – 5:15 PM

• Fully onsite position requiring consistent in-office presence to support a high-volume, client-facing environment.
• Regular interaction with clients, visitors, and staff in a fast-paced, service-oriented setting.
• Must be comfortable working in an environment that may involve managing sensitive situations, de-escalating conflict, and supporting individuals from diverse backgrounds.
• Must adhere to all GMHC workplace policies and health and safety practices.
• Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff.

PHYSICAL DEMANDS

• This role requires the ability to be on foot and mobile for extended periods (approximately 4–5 hours per shift).
• Frequent movement throughout the facility, including escorting clients to various floors, service areas, and departments.
• Requires the ability to communicate clearly and effectively with clients, visitors, and staff in a busy, client-facing environment.
• Must be able to maintain awareness of surroundings and respond appropriately to client needs and emergent situations.
• Requires sustained focus, situational awareness, and the ability to manage interactions in a professional and composed manner.

GMHC is committed to fostering a racially and gender-diverse environment that contributes to a respectful, inclusive, and welcoming atmosphere for all. Our work is grounded in serving communities that are disproportionately impacted by HIV/AIDS, systemic inequities, and barriers to care. As such, working at GMHC requires a demonstrated awareness of, sensitivity to, and respect for the diverse lived experiences of the communities we serve.

We seek individuals who are committed to equity, inclusion, and social justice, and who approach their work with cultural humility, empathy, and a people-first mindset. Staff are expected to engage thoughtfully and respectfully with clients, colleagues, and community partners across a wide range of identities, backgrounds, and experiences.

GMHC values diversity in all forms and strives to create a workplace where all employees feel supported, heard, and empowered to contribute meaningfully to our mission.