Director of Client Access and Navigation; Bilingual English​/Spanish

Description

Canal Alliance is a nonprofit champion of immigrants. We exist to break the generational cycle of poverty for Latino immigrants and their families by lifting barriers to their success.

At Canal Alliance we know our strengthisour team of dedicated employees. We invest in professional development, building trust and relationships, and value life-work balance. We work a 4 day workweek with a regular 32 hours per week. We offer hybrid work for most positions.

We are proud to be one of North Bay’s Best Places to Work.

The Director of Client Access and Navigation leads Canal Alliance’s Navigation Hub, helping clients access services and receive coordinated support across programs and community resources. The Director oversees intake, triage, case management, and navigation practices and supervises two Senior Managers who manage navigators and intake staff. The role is accountable for Hub operations and works with Program Directors, who retain responsibility for their programs and specialized services.

In your first year: You will help build this new department and implement the Navigation Hub, a key strategic initiative. Priorities include establishing standard operating procedures, clarifying cross-program handoffs, and building strong working relationships with staff and community partners.

• Client access and triage: Oversee intake practices that distinguish clients needing ongoing navigator support from those needing brief or one-time assistance. Ensure intake specialists provide that assistance directly or connect clients to appropriate internal services or external resources.
• Case management leadership: Establish consistent practices for navigators’ core case management, including action plans, ongoing assessment, goal progression, transition, and re-engagement, coordinated with programs providing specialized services.
• Program operations and quality: Manage the Hub’s budget, staffing, and operations. Set standards for caseloads, documentation, supervision, and case review that support client-centered, culturally responsive, trauma-informed services.
• Team leadership: Supervise and develop two Senior Managers, supporting their leadership of navigators and intake staff.
• Cross-program coordination: Work with Program Directors to define responsibilities, handoffs, and shared-client practices. Resolve coordination gaps and bring unresolved issues to the Chief Program Officer.
• Community partnerships: Maintain referral partnerships and community resource knowledge to strengthen access and follow-through for clients.
• Fundraising and contracts: Lead government-funding efforts with Development’s support, including identifying opportunities, building agency relationships, developing program plans, and contributing to applications. Work with Finance on contract compliance and post-award deliverables. Support Development’s philanthropic fundraising through donor and funder engagement, proposals, grant reporting, and renewals.
• Program improvement: Monitor access, engagement, referrals, and client experience; use findings to improve Hub services and address recurring barriers.

Bring client experience and recurring service barriers into organizational planning and leadership discussions.

Knowledge: Intake, assessment, triage, navigation, community resources, and integrated service delivery.

Skills: People management, program operations, budgeting, contract management, partnership development, and cross-functional facilitation.

Abilities: Build trust across teams, establish shared practices without direct supervisory authority, and translate client and staff feedback into practical improvements.