Acute Care Station Navigator

SUMMARY

The Acute Care Station (ACS) Navigator advocates for individuals navigating complex social, medical, and behavioral health services. This role provides mentorship, guidance, and direct navigation support to clients across the Haven for Hope campuses. The ACS Navigator supports access to health services, continuity of care, and accurate documentation while operating strictly within a non-clinical, non-licensed scope of practice and in compliance with all applicable organizational, grant, and regulatory requirements. The ACS Navigator does not provide medical diagnosis, clinical judgment, or treatment. All activities involving healthcare services are administrative and supportive in nature and are performed only under the direction or recommendation of licensed medical professionals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Coordinate daily operations with the San Antonio Fire Department (SAFD) Mobile Integrated Health (MIH) Medics, including connecting with MIH Medics upon arrival at the Acute Care Station (ACS) and maintaining communication throughout ACS operations for client tracking and continuity of care.
• Identify, locate, and navigate appropriate clients from campus locations to the ACS based on referrals from SAFD MIH Medics or other approved sources.
• Escort, assist, sign in, and remain with clients during on-site and off-site medical, psychiatric, and clinical appointments, including post-treatment, post-release, and post-hospitalization follow-up appointments as recommended by SAFD MIH Medics.
• Provide continuity of care by reminding, escorting, and facilitating client attendance at follow-up appointments with community clinics and service providers.
• Accurately document services provided, client encounters, outcomes, needs, and barriers in accordance with Haven for Hope and designated grant requirements timely as required.
• Input, track, and maintain service data reported to Haven for Hope partners and support coordination with SAFD MIH Medics, STRAC, and internal stakeholders to ensure data accuracy and program effectiveness.
• Participate in quality assurance, quality improvement, and data review processes to support evaluation of ACS effectiveness, including analysis related to service utilization and system impact.
• Assist with transportation coordination, including the distribution of bus passes and provision of meals or snacks, to ensure clients are able to attend required off-site medical and psychiatric appointments.
• Assist clients with entering medical histories, submitting prescriptions, or  navigating pharmacy services solely in an administrative support capacity and only as requested by licensed medical providers.
• Maintain professional, supportive relationships that promote trust, safety, empowerment, and engagement with individuals experiencing homelessness.
• Adapt work schedules, priorities, and service delivery approaches to meet the need of the population served. 
• In emergency or critical situations, provide immediate life-saving aid strictly within the scope of current training and certification (i.e. CPR, First Aid, AED), until relieved by a Life Safety Officer (LSO), medical professionals or emergency responders.
• Collaborate with Life Safety Dispatch and other internal teams to support coordinated responses to medical emergencies occurring on campus.
• Perform other duties consistent with the scope and purpose of the ACS Navigator role, as assigned.

EDUCATION & EXPERIENCE

• High School Diploma or GED required.

Preferred: 

• At least one (1) year of experience in client navigation, care coordination, case management, or direct services within a social services, healthcare, behavioral health, or nonprofit setting.
• Experience working with individuals experiencing homelessness or other vulnerable populations.
• Experience in medical, psychiatric, crisis-response, shelter, outreach, or community-based service environments. 
• Experience with documentation, case notes, or data entry in a compliance-driven environment.
• CPR, First Aid, or AED experience; required certifications must be obtained and maintained as a condition of employment.

KNOWLEDGE, SKILLS, & ABILITIES

• Knowledge of social services, healthcare systems, and trauma-informed approaches to working with vulnerable populations.
• Ability to guide clients through complex service systems, maintain engagement, and support continuity of care.
• Strong verbal and written communication skills, with the ability to build trust and rapport with clients and team members.
• Bilingual Spanish/English skills are preferred but not required unless directly related to job duties.
• Ability to remain calm and respond appropriately during emergencies, providing life-saving aid within the scope of training and certification.
• Proficient in basic computer applications and able to accurately document client interactions, appointments, and outcomes.
• Ability to adapt to changing schedules, work environments, and client needs while collaborating effectively in a team.

MANAGERIAL RESPONSIBILITIES

None.

CERTIFICATES, LICENSES, REGISTRATIONS

Required: 

• Active Adult & Pediatric CPR, First Aid and AED certification, maintained as a condition of employment.  

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to complete all required training.
• Ability to lift up to 20 pounds independently.
• Ability to support up to 55 pounds with appropriate assistance, equipment, or team support as required.
• Ability to walk, stand, bend, stoop, climb stairs, and get on and off the floor for extended periods.

WORK ENVIRONMENT

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

• Moderate noise levels.
• Periodic work in non-climate-controlled environments.
• Work may involve providing services to individuals experiencing medical conditions, behavioral health challenges, or crisis situations in emergency and shelter settings. Duties may include potential exposure to bodily fluids, strong odors, or other conditions associated with unmet health and hygiene needs.
• Employees are required to follow all workplace safety policies, infection control protocols, bloodborne pathogen procedures, and use appropriate personal protective equipment (PPE) in accordance with organizational policy and applicable safety regulations.

Salary : $18 - $18