Community Navigator - Full-time

Role Summary:

Using person-centered practices, assess needs and provide appropriate referrals for clients of multiple programs in a call center environment and community-based settings. Programs include but are not limited to Community Navigation, Michigan Works! One Call, Wayne County Community College Student Assistance Program, and Healthcare Navigation. Complete intake screening and referrals for long-term services and supports programs for older adults and individuals with disabilities. Assist clients with navigating application and enrollment for community and government programs, services and benefits. Provide follow-up, crisis intervention, advocacy and case management as appropriate. This position is in person at the office and community-based settings with potential to be a hybrid model after all training has been completed and performance criteria are met.

Responsibilities and Duties

• Following agency and Inform USA Standards, apply active listening and person-centered practices to conduct comprehensive client assessments to identify barriers, needs and appropriate referrals to support self-sufficiency.
• Navigate community and government program application and enrollment services to improve equitable and barrier-free access to services for individuals of diverse backgrounds, abilities, and circumstances.
• Provide information, application and enrollment services for MI Bridges programs, Medicaid and Affordable Care Act (ACA) Marketplace health plans.
• Follow-up and case management for clients with complex needs and program specific clients.
• Conduct assessments in community-based settings including but not limited to hospitals, nursing homes, healthcare centers, schools, faith-based, non-profit, businesses and correctional facilities.
• Provide advocacy, resource coordination, and short-term crisis intervention when appropriate.
• Follow up with clients to evaluate outcomes and coordinate additional services as needed.
• Deliver exceptional customer service in a high-volume call center and community environment while maintaining professionalism and accuracy.
• Professionally de-escalate challenging situations using a calm, trauma-informed, and solution-focused approach.
• Collaborate effectively with internal teams, healthcare providers, community organizations, and external partners to support client needs.
• Assist with cultivating additional resources and partnerships to meet the changing needs in the community.
• Assist with updating and maintaining resource materials.
• Participate in staff meetings, training opportunities, outreach initiatives, and community engagement activities.
• Promote agency programs and services through outreach activities throughout the service area.
• Maintain accurate, timely, and confidential client records within agency databases and tracking systems in accordance with organizational policies and compliance standards.
• Prepare and complete required reports, documentation, and data entry with a high level of attention to detail and accuracy.
• Protect all sensitive and confidential client information in compliance with HIPAA, agency policies, and ethical standards.

Required Knowledge, Skills and Abilities

• Experience providing information and referrals, community navigation, crisis intervention, advocacy, or case management.
• Experience Medicaid, healthcare enrollment, public assistance, or benefits navigation programs.
• Demonstrated commitment to confidentiality, professionalism, and equitable service delivery.
• Strong verbal and written communication skills with the ability to communicate effectively and compassionately with diverse populations.
• Proven ability to assess client needs, problem-solve, and manage multiple priorities in a fast-paced environment.
• Ability to work independently while contributing positively within a collaborative team setting.
• Strong organizational skills with exceptional attention to detail, accuracy, and documentation standards.
• Proficiency in Microsoft Office Suite and experience using call management systems, databases, and electronic documentation platforms.
• Reliable transportation required.
• Valid Michigan driver’s license and current auto insurance required.
• Ability to travel throughout the service area based on organizational and client needs.
• Obtain and maintain required certifications within designated timeframes, including:
  • Inform USA CIRS-A/D Certification
  • CMS Certified Application Counselor (CAC)
  • MDHHS MI Bridges Training
  • SHIP Certification

Education and Experience

• Minimum of two (2) years of experience in resource navigation, social services, healthcare support, call center operations, customer service, or related field required.
• Community Health Worker (CHW) certification, associate or bachelor’s degree in human services, Social Work, Public Health, or a related field, or equivalent professional experience preferred.
• Inform USA Community Resource Specialist (CRS) or Community Resource Specialist – Aging/Disabilities (CRS-A/D) certification preferred.
• State Health Insurance Assistance Program (SHIP) or Medicare counseling certification preferred.

EEO Statement:

The Information Center (TIC) is committed to providing equal employment opportunities to all individuals. Employment decisions, including hiring, promotions, job assignments, and other conditions of employment, will be based on merit, qualifications, and abilities, without regard to race, creed, color, religion, national origin, ancestry, citizen status, sex or gender (including pregnancy, childbirth, pregnancy related conditions, and lactation) gender identity or expression (including transgender status), age, marital status, sexual orientation, physical or mental disability, military or veteran status, genetic information, civil rights or any other characteristic protected by federal, state, or local law.