Community Navigator

Job Title:

Community Navigator

Location:

Remote and in-person in Northeast Michigan

Department:
Programs

Reports To:

Will Wright-Johansson, Program Director

Position Type:
Full-time

FLSA Status:
Hourly, Non-Exempt

Hourly Rate: $18 per hour starting (+$1/hour if Spanish-speaking)

The number 211 is widely recognized in the United States and Canada as a dialing code for accessing essential community services and support. When dialed, it connects callers with a community resource specialist who offers information and referrals to local assistance programs. This vital service provides easy and immediate access to necessary resources, aiding individuals and families in need throughout their communities.

It is typically free, confidential, and available 24/7. Specifically, 211 Northeast Michigan offers database support, call coverage, outreach, and community support for 23 predominantly rural counties in Northeast Michigan.

Our organization fosters a dynamic and supportive work environment! Emphasizing flexibility and accountability while encouraging vulnerability and creativity, we create a culture where employees can thrive. We value self-awareness, community relationships, caller experiences, and reliability, setting a solid foundation for our team to deliver exceptional results and maintain high service standards.

The Community Navigator will be essential in bridging the gap between community members and local resources. This position combines virtual and in-person interactions to support individuals in navigating local programs, accessing resources, and providing outreach and education. Extensive travel within the community is required. Additionally, this role involves assisting clients with navigating MiBridges and supporting the call team with inbound calls as needed.

Additional responsibilities may be added at supervisor's discretion.

• Conduct virtual and in-person outreach to engage community members and build trusting relationships.
• Provide culturally competent education and resources to individuals and groups on various health topics.
• Act as a liaison between community members and healthcare providers.

• Attend meetings and events in their local area to promote 211 and other programs run within the organization.
• Research additional resources available to callers and clients and collaborate with the database team to update and maintain that information.
• Create and deliver presentations to educate community partners on 211 services and navigation work.
• Help callers and clients understand and assist in navigating MiBridges.

• Document client interactions and maintain accurate records using iCarol system and client tracking software.
• Advocate for clients' needs with community organizations and within the community.

• Collect data on community needs and program outcomes.
• Use data to inform and improve program strategies and interventions.

• Receive and respond to incoming inquiries via phone, text, chat and email when not handling outreach event duties.
• Complete demographic surveys when necessary to gather data or find additional resources
• Directly contact agencies with permission from and on behalf of the inquirer when requested.
• Assign customer service surveys, "Follow Ups," when necessary for quality purposes or in cases of at-risk or vulnerable callers.
• Complete continuing education and additional training as requested or required.
• Protect and respect consumer and client confidentiality by discussing all concerns only with designated agency employees and within the physical confines of our offices, unless otherwise approved by the inquirer, agency, or defined by State and Federal laws.

• A high school diploma or equivalent is required; an associate’s or bachelor’s degree in public health, social work, or a related field is preferred.
• Experience working in community health, social services, or a related field.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in using digital tools and technology for virtual engagement.
• Ability to travel locally for in-person community events

• Certified as a Community Health Worker (CHW) or be willing to obtain certification.
• Certified in Mental Health First Aid or be willing to obtain certification.
• Bilingual skills preferred (specific language based on community…