Service Navigator

1. Help Clients Navigate Social Services: Assist clients in accessing essential resources with a "whatever it takes" approach, ensuring meaningful connections through persistent navigation of complex systems. 

2. Apply Creative Problem Solving: Use adaptable and innovative strategies to overcome barriers when clients face crises or standard referrals are not enough. 

3. Ensure Follow-Up and Resolution: Consistently follow up with clients to confirm services were accessed and needs were met, prioritizing outcomes and client well-being. 

4. Advocate for Access and Equity: Champion clients facing systemic or eligibility barriers to promote fair and equitable access to services. 

5. Use Multiple Navigation Strategies: Employ warm handoffs, direct provider coordination, and community-based approaches to support diverse client needs. 

6. Support High-Risk and Crisis Situations: Use crisis intervention and de-escalation skills to assist clients in high-risk scenarios with empathy and care. 

7. Maintain Data Accuracy and Quality: Ensure high-quality service through accurate documentation, effective communication, and strong decision-making. 

8. Develop and Contribute to Navigation Improvements: Lead or support projects aimed at enhancing service navigation outcomes and sharing insights with partners. 

9. Maintain and Improve Resource Database: Identify outdated or incorrect information, provide updates, and contribute to maintaining a comprehensive and reliable database. 

10. Build Service Provider Relationships: Develop and maintain partnerships with community organizations to strengthen service networks and referral pathways. 

11. Engage in Community and Outreach Events: Represent 211 at events to increase awareness, promote services, and build community trust. 

12. Stay Trained and Informed on Emergency Protocols: Regularly participate in fire, disaster, and emergency preparedness trainings and drills. 

13. Support Emergency and Disaster Response: Provide responsive assistance during emergencies by adapting to increased call volumes and urgent client needs. 

14. Collaborate with Emergency Management Teams: Maintain communication with the Disaster Services Coordinator and attend staff briefings to align with disaster response protocols. 

15. Fulfill Contractual Disaster Obligations: Support Utah 211’s role as a designated call center during declared emergencies, ensuring operational readiness and continuity of service. 

Service Navigation – Bilingual (Spanish) performs other related duties as assigned. 

REQUIRED COMPETENCIES 

• Ability to provide empathy to clients in crisis or high-risk situations, community health worker experience is a plus 

• Strong communication skills and the ability to give and receive feedback. 

• Ability to build trust quickly during remote communication and relay difficult information. 

• Experience working in a fast-paced, high stress environment. 

• Effectively facilitate communication with clients to meet 211 data collection and increase impact of 211.  

• Able to multitask and work with different programs on a daily basis. 

• Reliable and trustworthy within all interactions. 

• Flexibility with changes in processes and day-to-day work.  

• Action-oriented individuals that enjoy taking on new opportunities to gain resource knowledge, connect with the community, and bring awareness of 211 services. 

MINIMUM QUALIFICATIONS 

• Strong interpersonal skills to communicate and work effectively with individuals of diverse backgrounds, needs, and communication styles.  

• Driven with a strong work ethic. Ability to work independently and stay on task to achieve short- and long-term goals.   

• Ability to maintain confidential information.   

• Trauma Informed Care competent. 

• Professional and/or personal experience with and knowledge of health and human services resources in Utah, and the needs and challenges faced by vulnerable populations across the state.  

• Ability to use office equipment and automated systems/software, including database experience.   

• Ability to work in a team environment as well as make sound independent decisions. 

PHYSICAL REQUIREMENTS 

The team member is regularly required to communicate clearly, and exchange accurate information interpersonally or through communication devices. Must be able to learn new systems and procedures, prepare and analyze data and figures, constantly operate a computer and other standard office machinery. The position may require occasional movement throughout the office to access files, papers, or supplies weighing up to 25lbs. Must be able to remain in a stationary position 85% of the time.