Family Navigator

Reporting To:
Director of Learning Center Operations

Employment Status:
Full Time - 12 Months/year-round

FLSA Status:
Non-Exempt, Hourly

Starting Pay: $25.00 - $28.61 / hour

Summary Of Core Responsibilities & Org Relationships:

The Family Navigator serves as a key face and voice of Groves Learning Organization and is the first responder for all inquiring families. The Family Navigator develops trusting relationships where families are valued on their journey of discovery to find the best-fit learning solution for their child. The Family Navigator follows a process to nurture and educate the prospective family about Groves and speaks to all that we do across The Learning Center, School, and Literacy Partnerships, recommends service(s) based on client needs, ensures successful enrollment/conversion to Learning Center services, and manages a prospective and past family queue in an effort to meet or exceed monthly and annual budgets.

Duties and Responsibilities:

• Intake and Enrollment:
  Engages with all inquiries that come in via phone, visit, email and web
• Builds rapport and nurtures an authentic relationship with a prospective family
• Implements a process of discovery to gain understanding of concerns and needs
• Has knowledge to answer questions about Groves and recommends appropriate Groves service pathways based on family-stated needs and program parameters, without interpreting clinical or diagnostic documentation
• Collaborates with all divisions of Groves to support lead cultivation
• Identifies potential objections to enrollment and guides family to a best fit solution
• Hands off potential school families to the Admissions Director to initiate the application process
• Enrolls and schedules students for Learning Center services within established capacity parameters and takes deposit payments as applicable
• Tracks and manages all inquiries, analyzes inquiry volume, and subsequent enrollment trends and reports to the Admissions Director and Director of Learning Center Operations
• Analyzes and reports inquiry volume and conversion data for each service area for the purpose of refining the client nurturing/enrollment process to result in increased enrollment and enhanced family experience
• Contributes to achieving monthly and annual enrollment targets through effective intake management, follow-up, and conversion execution

Secondary Responsibilities:

• Proactively seeks renewal enrollments and nurtures old or lost prospective families
• Participates in Admissions events and tours
• Participates in outreach and networking with potential referral sources in the community
• Maintains referral list to support families in finding the right resources outside of Groves as needed thus establishing Groves as a leader in the community

Job Specifications:

Education, Experience, and Credentials

• Bachelor’s Degree preferred
• 2-3 years of successful experience in an educational setting and understanding of students with learning disabilities required
• Knowledge base of students with autism, OCD, depression, and anxiety preferred
• 2-3 years of successful experience nurturing and maintaining client relationships required
• Experience working with a CRM system such as Salesforce preferred.

Knowledge, Skills, and Abilities

• Knowledge of Google applications such as Docs, Sheets, Slides, Gmail, or Microsoft applications such as Word, Excel, PowerPoint, and Outlook
• Attention to detail and ability to manage multiple tasks
• Excellent interpersonal skills to interact effectively with a variety of people and personalities inside and outside the organization
• Able to plan, prioritize, coordinate, and manage own work in a fast-paced environment. Able to work unsupervised and solve problems effectively and creatively.
• Able to display high levels of customer service, responding promptly and thoroughly to the inquiries and needs of individuals both internal and external to the organization, as applicable
• Knowledge of and sensitivity to special needs of students

As a staff member at GLO, you are entrusted to bring these values to life through your daily work:

Authenticity:
Engage honestly and transparently in all interactions, building trust with students,…