Comm. Resource Navigator

Position

Description:

The Community Resource Navigator closes the gap between providing information and helping an individual or family successfully connect with the service. Working by appointment and/or referral, the Navigator uses a trauma-informed, person-centered, strength-based approach. The position maintains a limited caseload, identifies barriers, develops practical action plans, coordinates closed-loop referrals, and follows up until the participant connects with the service, another appropriate pathway is identified, or the navigation episode is closed.

This role complements the work of the Family Services department of Fox Cities Area HFH. Community resources and referrals may include, but are not limited to, identifying barriers to financial security, aging in place, home repair, mortgage readiness, and related needs. The position also supports the organization’s disaster-recovery response by improving coordination among service providers and helping affected households navigate recovery resources.

In addition, the Navigator coordinates and facilitates workshops and public events on relevant housing, financial, disaster-recovery, and consumer-protection topics.

Essential Duties and Responsibilities

Participant Support and Referral Follow-Up

• Receive and triage referrals. Receive referrals from Family Services programs and approved community partners; explain the Navigator’s role, service limits, confidentiality practices, and participant choice.

• Conduct a person-centered assessment. Identify the participant’s goals, strengths, barriers, urgency, preferences, language or accessibility needs, existing support, and readiness for next steps without extending into clinical assessment.

• Co-create a navigation plan. Develop a practical, participant-led plan that identifies priorities, action steps, responsible parties, target dates, and the level of assistance needed.

• Provide hands-on navigation support. Research service eligibility and availability; help participants understand processes and required documentation; assist with non-clinical forms; make calls with participants; help schedule appointments; and prepare participants for interactions with providers.

• Complete warm handoffs. With participant consent, directly connect the participant and provider, share relevant information, clarify next steps, and reduce the likelihood that the participant must restart the process with each organization.

• Close the referral loop. Confirm whether the provider received the referral, whether the participant connected, what outcome occurred, and what barriers remain. When a referral is unsuccessful, identify an alternate pathway or return the participant to the appropriate internal specialist.

• Provide timely follow-up. Maintain contact at a frequency appropriate to the navigation plan, encourage self-advocacy, reinforce progress, and adjust the plan when circumstances change.

• Coordinate with specialized staff. Partner with the Family Services team so navigation services reinforce - not replace - program-specific counseling, eligibility screening, underwriting, or service delivery.

• Manage and close the caseload. Maintain an organized, time-limited caseload; document progress and outcomes; and close navigation episodes with a clear summary, remaining needs, and next-step recommendations.

Community Resources and Provider Partnerships

• Maintain an accurate resource network in partnership with Family Services Program Coordinator. Develop and regularly update information on service eligibility, required documents, capacity, waitlists, languages, accessibility, referral processes, and key contacts.

• Build trusted provider relationships. Cultivate collaborative relationships with nonprofit,…