Client Navigator; Part Time AM​/PM

Description

The Part-Time Client Experience Navigator (Navigator) will greet and welcome everyone who comes to GMHC. The Navigator will have exceptional conflict resolution skills, a calm demeanor, and meet GMHC clients with dignity and respect. The Navigator specifically assists GMHC current or potential clients in navigating to various GMHC services and performs receptionist services.

• Greet clients, visitors, and staff in a welcoming, professional, and supportive manner upon arrival.
• Create a supportive experience by assisting clients and visitors in navigating GMHC programs.
• Provide clear directions and information about program services, schedules, and locations.
• Monitor client flow within the facility to ensure timely arrival to appointments and minimize confusion or delays.
• Serve as back-up support to the reception desk, including answering phones, checking clients in, verifying appointment schedules and communicating with staff regarding client arrival.
• Maintain awareness of daily schedules and appointments to effectively assist clients and staff.
• Communicate respectfully and effectively with clients, families, visitors and staff.
• Support in triaging and de-escalating situations.
• Always uphold confidentiality, safety, and program policies.
• Assist with administrative duties as assigned to support program operations.
• Personable, approachable, welcoming, sensitive & tactful in dealing with the GMHC community & our tenants.

• Ability to work with a diverse group of people.
• Ability to calmly triage / de-escalate and diffuse situations.
• Ability to thoroughly file an incident report.
• Excellent communication skills.
• Punctual and reliable.
• Dress appropriately and presentable for an office environment.

• Bilingual in English / Spanish preferred.
• Previous experience in working in social services, LGBTQAI+, and/or HIV/AIDS environment(s).

• Comfortable using standard office equipment, including iPad/Tablet, desk phones, mobile devices, etc.
• Ability to navigate basic computer systems such as email, calendars, and web-based applications.
• Basic data entry skills with attention to accuracy.
• Ability to look up and reference information using a computer or iPad/tablet while assisting clients.
• Familiarity with Microsoft Office (Outlook, Word, Teams) preferred.
• Ability to use phone systems and transfer calls as needed.
• Comfortable learning new systems and technology as required.

• High school diploma or equivalent required.
• Coursework or experience in Human Services, Social Work, Public Health, or a related field preferred.
• Relevant trainings or certifications in customer service, conflict resolution, de-escalation, or crisis intervention are a plus.

• Part-time role, Monday through Friday, with flexibility required based on operational needs:

AM Shift: 8:45 AM – 1:15 PM

PM Shift: 12:45 PM – 5:15 PM

• Fully onsite position requiring consistent in-office presence to support a high-volume, client-facing environment.
• Regular interaction with clients, visitors, and staff in a fast-paced, service-oriented setting.
• Must be comfortable working in an environment that may involve managing sensitive situations, de-escalating conflict, and supporting individuals from diverse backgrounds.
• Must adhere to all GMHC workplace policies and health and safety practices.
• Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff.

• This role requires the ability to be on foot and mobile for extended periods (approximately 4–5 hours per shift).
• Frequent movement throughout the facility, including escorting clients to various floors, service areas, and departments.
• Requires the ability to communicate clearly and effectively with clients, visitors, and staff in a busy, client-facing environment.
• Must be able to maintain awareness of surroundings and respond appropriately to client needs and emergent situations.
• Requires sustained focus, situational awareness, and the ability to manage interactions in a professional and composed manner.

GMHC is committed to fostering a racially and…