Participant Services Navigator, SOT Program

Job Title:

Participant Services Navigator, SOT Program (Bilingual)

Location:

Chicago, IL

Job Type: Regular Full-Time

Classification:
Non-Exempt

Department: US Programs, Marjorie Kovler Center

Reports To:

Shira Cavalieri;
Manager of Case Management

Work Arrangement:
In person

Union:
Yes

Union Grade: 2

This position is subject to a Collective Bargaining Agreement, including grade levels, salary scales, and other terms and conditions of employment, as negotiated and ratified by the parties.

About Heartland Alliance International & Marjorie Kovler Center:
Heartland Alliance International (HAI) is a global human rights organization advancing the health and human rights of marginalized communities. HAI implements programs addressing trauma-informed mental health care, access to justice for survivors of rights abuses, and stigma-free health services. Through innovative, equity-driven approaches, HAI promotes human rights protections and gender equality across its global and U.S.

-based programs.

HAI's Marjorie Kovler Center (MKC), based in Chicago, is a nationally recognized treatment center for survivors of torture (SOT) and severe trauma and their families. Serving individuals from more than 60 countries, MKC provides trauma-informed, culturally responsive mental health, medical, and social services. The center also advocates for the end of torture worldwide and for the rights of immigrant and refugee communities.

Summary:

The Participant Services Navigator promotes participant engagement and facilitates access to integrated services across the Marjorie Kovler Center. The role serves as a central support and coordination point between participants, case management, clinical, legal, and other service teams. The Participant Services Navigator helps ensure participants remain connected to appropriate resources throughout their involvement with the program. Differing from ongoing case management, the Participant Services Navigator adds an additional layer of focus on quality services integration, proactive outreach and follow-up, referral coordination, resource development, scheduling, and end-to-end participant engagement.

• Support Case Managers during periods of high demand, by meeting with participants following intake to review recommended services and explain available program resources in a timely manner.
• Conduct proactive outreach to participants who have become disengaged from services or have not received services within established time frames.
• Serve as a support contact for unscheduled SOT Program participant walk-ins, phone calls, and inquiries.
• Assist participants in understanding available services and accessing appropriate supports.

• Support coordination between case management, clinical, legal, and other service teams.
• Facilitate improved levels of communication and detailed information-sharing among service providers, consistent with confidentiality requirements.
• Monitor participant movement across services to help ensure continuity of care and reduce service gaps.
• Actively participate in multidisciplinary team meetings to support coordinated service delivery.

• Coordinate internal and external referrals and track referral completion in Activity Info, the data management system.
• Develop, maintain, and regularly update community resource directories, referral networks, and participant resource guides.
• Cultivate relationships with community service providers to expand available resources.
• Identify service gaps and emerging participant needs and communicate findings to leadership.

• Utilize databases and reporting tools to identify…