Community Navigation Specialist

Purpose of Position

Through active listening, problem-solving, and compassionate engagement, assist community members in identifying needs, navigating available resources, overcoming barriers to access, and connecting to appropriate services. Community Navigation Specialists serve as trusted guides who provide information, support, advocacy, crisis intervention, and coordinated access to community resources while demonstrating professionalism, respect, empathy, and cultural humility.

Community Navigation Specialists may be called upon to de-escalate stressful situations, support individuals experiencing emotional distress or crisis, conduct follow-up communications, complete intake activities for specialized programs, perform outbound calls, assist with resource database maintenance, and participate in community outreach and engagement efforts.

• Provide exceptional customer service as the first point of contact with United Way of Northeast Florida 211 by assisting community members in identifying needs, navigating resources, and accessing appropriate services.
• Maintain 100% compliance with United Way 211 policies, procedures, confidentiality requirements, and program standards.
• Demonstrate knowledge of and adherence to Inform USA standards, best practices, and ethical principles for community navigation and information and referral services.
• Maintain an average score of 85% or greater across all established individual performance metrics, including quality assurance, documentation accuracy, adherence, productivity, customer service, and other departmental performance measures.
• Establish clear and effective communication through active listening, empathy, cultural humility, and trauma-informed engagement techniques.
• Conduct all caller interactions in accordance with Inform USA standards, departmental protocols, and customer service expectations while maintaining professionalism, respect, and compassion.
• Accurately assess community member needs and engage in collaborative problem-solving to prioritize concerns, identify resources, and develop action plans without offering personal advice or opinions.
• Provide thorough, accurate, and appropriate navigation services, referrals, information, advocacy, and intervention to address identified needs.
• Assist community members in identifying practical next steps, overcoming barriers to service access, and developing realistic action plans to address immediate and long-term needs.
• Help community members address perceived barriers or challenges to obtaining assistance.
• Offer honest, accurate, and up-to-date information regarding available community services and programs. When requested services are unavailable or do not exist within the community, clearly communicate limitations and explore appropriate alternatives whenever possible.
• Use direct intervention and advocacy when needed and with the community member's consent.
• Conduct complete, accurate, and timely interviews while capturing all required information within designated contact center software systems.
• Complete documentation in accordance with organizational standards, funding requirements, quality assurance expectations, and Inform USA accreditation standards.
• Assist with maintaining accurate resource database information by identifying outdated, incomplete, or inaccurate records and communicating updates through established procedures.
• Respect and maintain client confidentiality and comply with all agency, state, federal, and program-specific privacy requirements.
• If a community member is experiencing a crisis, life‑threatening situation, or suicidal distress, utilize active listening, de‑escalation, and crisis intervention techniques to help the individual move from an emotionally reactive state to a calmer, more rational, and problem‑solving mindset whenever possible.
• Demonstrate the ability and willingness to effectively manage difficult, complex, emotional, or high‑risk interactions using accepted intervention techniques and principles.
• Follow up on navigation cases, program participants, or other inquiries as assigned.
• Develop and practice individual self‑care…