Resource Navigation Specialist

As a Resource Navigation Specialist, you’ll be responsible for responding to and reaching out to our guests and neighbors in need who are accessing our programs, including Food Club, Financial Wellness, and Outreach, with a caring hand to help support and connect them to internal and external resources.

You’ll often serve as the first point of contact for our guests and will help them navigate Community Action House’s many programs and resources, as well as general resources in our area. Most of our guest interactions are the triage for our services, acting as the initial intake to then refer guests into our services or connect them with external services.

The Resource Navigation Specialist works with guests and community members to connect them to Action House programs and services, as well as external resources to help remove barriers for our guests. This role connects with guests and evaluates needs onsite and at satellite locations, while assisting with intake paperwork and making internal and external program referrals. This position will require the empathy and ability to support people facing a variety of circumstances, with a passion for resource connection, and a strong attention to detail.

We are looking for kind and creative problem solvers who have the capacity to help others navigate challenging times with dignity while living Our Values.

Start Date: as soon as possible

• Build relationships, evaluate guest’s needs, and provide assistance to our program guests and neighbors through triage calls and light case management.
• Assist guests with intake paperwork across organization’s program offerings, including Food Club, Guest Services, Financial Wellness, and Outreach programs, in the greater Holland/Zeeland area at established “inreach” service locations such as Herrick District Library, Community Kitchen, Refresh, Food Club and throughout the community.
• Based on guest’s needs, provide internal and external resources and accountability, while ensuring follow up and completion of internal and external referrals.
• Verify program eligibility requirements for guests and referrals, and determine the correct entry point into Action House programming.
• Assist guests with a variety of tasks including applying for benefits from local, state, and federal agencies and providing follow up when necessary.
• Update and learn about new community, local, state, and federal resources that may benefit our guests, as they become available.
• Maintain timely and accurate program and client records and update and manage resource documents.
• Support the team with guest follow-up, data entry, case notes, and reports when necessary.
• Analyze guest data to better understand service gaps and increase quality of service.
• Work collaboratively with a cross functional team to ensure highest client service and to ensure programming efficiently and effectively helps our guests build skills to achieve a stable and prosperous life.
• Provide outstanding client service and interaction.
• Other duties as assigned.

• Empathic, ability to follow through, and reliable with the creativity and ability to navigate challenging situations and circumstances
• Previous experience working with guests
• Ability to build an in-depth knowledge of Action House programming and local resources
• Demonstrated, strong working knowledge of MIBridges and other government and community resources
• Strong knowledge of homelessness in the community and housing resources, including homeless verification letters, HUD, and how, where, and when to refer guests who are unstably housed
• Advanced training on and knowledge of motivational interviewing, mental health first aid, de-escalation, etc.
• Understands stages of change and is able to meet clients where they are at
• Demonstrated ability to set boundaries and to practice self-care
• Deep understanding of government IDs/ applications
• Strong customer service skills with the proven ability to work with diverse populations
• Interest in social services/human services, previous experience preferred
• Strong, active listening skills and ability to offer empathy
• Skilled in conflict resolution (CPI) and crisis…