Homebridge believes that quality care comes from skilled and supported caregivers. As California's largest employer-trainer of caregivers and the State's largest IHSS agency provider, Homebridge operates multiple programs that benefit caregivers and their clients across the State.
In San Francisco, Homebridge provides nearly 1/2 million hours of in-home care to more than 1,000 complexly-diagnosed IHSS MediCAL beneficiaries each year, with a staff of more than 300 caregivers. The agency is also the major provider of training courseware to IHSS Career Pathways, a statewide program for government-funded in-home caregivers.
We are passionate about creating impact in the lives of those we serve.

Position Summary
In 2022, Homebridge was awarded $16.2M to build and execute training for the California Department of Social Services' IHSS Career Pathways Program. This exciting initiative is meant to provide training opportunities to in-home support service (IHSS) providers across the state of California. The program aims to recruit, train and retain a network of high-skill care workers; improve customer experience and care outcomes; and support a career ladder that allows workers to build their skills and provides opportunities for career advancement.
The Navigator helps create a positive learning experience by guiding and supporting participants through the logistics of the training cycle – course selection and enrollment, orientation to the online platform used to conduct training, course completion and wrap up. Success in this position requires patience and attentiveness; a goal-oriented focus on trouble-shooting issues; and the interpersonal skills that build trust, confidence, and partnership rapport. This role requires a balance between responding to participants' calls for assistance and anticipating what they will need or call about, next.
This position is funded via a grant that expires in December 2024. Appointment renewal for the following grant cycle will be based upon available grant funding and performance. Our funder does require all employees to reside in the State of California, but applicants are not required to live in the Bay Area.
Essential Job Functions

• Communicate with newly registered course participants by email, phone, and/or video calls
• Onboard new trainees to the platform, providing basic technical assistance (navigation to platform and/or class meeting, use of platform, etc...)
• Follow up with assigned students they have enrolled to provide program information
• Share future course suggestions with students, encouraging them to continue learning with Homebridge
• Collect, organize, share feedback on course delivery and operations
• Operationalize retention program designed by Manager of Customer Success

Knowledge, Skills, and Abilities

• 2 years of direct customer service, online service delivery, and/or technical support.
• Customer service approach. Problem solver. Positive attitude.
• Patience, flexibility, empathy, and ability to nurture others.
• Strong verbal and written communication skills.
• Ability to connect quickly with others and build rapport.
• Bilingual in Spanish, Cantonese, Mandarin or Armenian preferred.

Work Environment
This position is hybrid-remote, primarily sedentary, working at a desk in a temperature-controlled office, in modular office space or an individual office. The noise level in the work environment is usually moderate. Work may be programmed for weekdays, weekends, and evenings.
Physical Demands
The physical demands described here are representative of those that must be met by 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. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit for extended periods of time at a desk or computer workstation. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel or crouch. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.
San Francisco Pay Range
$27.88—$29.07 USD

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Homebridge is an equal opportunity, affirmative action employer committed to maintaining a non-discriminatory, diverse work environment.

Pay: $27.88 - $29.07 per hour