What are the responsibilities and job description for the Service Navigator - State Service Center position at Goodwill of Delaware and Delaware County?
NOW HIRING
Service Navigator
James W. Williams State Service Center – Delaware Division of Social Services
Dover, DE • 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 James W. Williams 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
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
Dover, DE
Organization
Delaware DSS / FSS
Requirement
Valid License Clean Record
⏰ Schedule
Mon–Fri, 8AM–5PM
This is a long-term temporary assignment through Goodwill Staffing Services.
Service Navigator
James W. Williams State Service Center – Delaware Division of Social Services
Dover, DE • 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 James W. Williams 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.
- 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.
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
Dover, DE
Organization
Delaware DSS / FSS
Requirement
Valid License Clean Record
⏰ Schedule
Mon–Fri, 8AM–5PM
This is a long-term temporary assignment through Goodwill Staffing Services.