Job Description

Posting number: 2600366

Department: Department of Human Services

Division: Adult, Family, & Economic Svcs

Job classification: Resource Navigator

Posting type: Open

Categories: Social Services, Human Services, Customer Service

Do you want to make a meaningful difference in the lives of older adults while helping them access critical services and benefits that support their independence and well-being? As a Resource Navigator, you'll serve as a trusted guide for community members, building relationships, removing barriers, and connecting individuals with the resources they need most. This role combines compassionate customer service, problem-solving, and case management, with opportunities to meet clients where they are - in their homes, hospitals, nursing facilities, assisted living communities, or other community settings. You'll work closely with a collaborative team of Resource Navigators and community partners to ensure clients receive timely support and benefit authorizations. This role is well-suited for someone who combines strong customer service skills with empathy, critical thinking, and the ability to adapt their approach to meet each client's unique needs. If you're passionate about helping others and thrive in a people-focused environment, apply today!

Hiring Range: $52,800.00 - $57,800.00 annually

This position has an anticipated work schedule of eight hours a day between Monday through Friday, from 8:00 AM to 5:00 PM. Hybrid schedule may be available upon successful completion of the initial evaluation period; subject to change.

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check and Child Welfare Abuse & Neglect database (TRAILS) check.

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This position provides services to and assists clients and customers with navigating program requirements, resources, etc. Delivers evidence-based practices to effectively empower clients to succeed. Assists individuals in navigating and accessing resources available in the community. Incorporates El Paso County’s (EPC) core values of innovation, transparency, and excellence in service.

This position may be designated as part of the Resource Navigator career progression series, which includes Associate Resource Navigator and Resource Navigator. Inclusion in the career progression series is contingent upon the assigned department and organizational needs. An employee is eligible to advance to the next position within the series when the employee has met the criteria for advancement as notated within the job description and has received a recommendation from the Hiring Authority. This position may be subject to grant funding. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Examples of duties

• Responsible for providing evidence-based services to clients, ensuring transparency and service excellence.
• Conducts or attends intake appointments with clients needing assistance navigating the application community resource processes. Interviews potential program participants, conducts eligibility and suitability screening, and matches customers with appropriate programs.
• Supports clients by gathering appropriate documentation to support the application process while working as a liaison between government agencies/providers and clients; maintains a client caseload based on program standards/regulations.
• Assesses clients’ needs, provides community resources and services, develops resource engagement plans, and provides available resources.
• Performs research on available community resources. Conducts outreach efforts with existing community agencies and coordinates with agencies and their resources to provide additional education and awareness.
• Maintains accurate documentation and records. Enters data timely into appropriate systems and databases.
• Develops a familiarity with resources available in the community; establishes and maintains relationships with community partners, ensuring the effective delivery of service and resources.
• Stays current with resource navigation trends and changing laws and program requirements. Increases public and organizational awareness by providing education about the potential barriers that clients face.
• Maintains data on relevant key indicators to inform the success of the program and identify opportunities for improvement.
• Monitors outcomes to evaluate the efficacy of the program. Prepares reports to inform key stakeholders of progress.
• Answers phones, greets customers and visitors, and provides excellent customer service. Responds to phone, e-mail, and in-person requests for information from internal and external customers and outside agencies.
• Provides general administrative support, such as composing general correspondence, letters, memos, procedures, and statistical reports; material may be technical, complex, and confidential in nature.
• Performs specialized functions for internal departments and groups that may be of a complex, technical, or sensitive nature.
• Attends community resource meetings.
• Maintains knowledge of applicable grants and programs to ensure customers' needs are met.
• Performs other duties as required.

Supervision Exercised: This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.

Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Qualifications

Knowledge, Skills & Abilities

• Knowledge of evidence-based practices as related to resource navigation.
• Knowledge of community resources.
• Working knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Strong written and oral communication skills.
• Professional communication style in interactions with clients, coworkers, partners, and supervisors.
• Must possess a high level of professionalism, interpersonal skills, and integrity to handle sensitive and confidential situations and information.
• Ability to achieve the highest level of customer satisfaction to internal customers, participants, and contracted customers.
• Abilities in interviewing and case management skills.
• Ability to build strong working relationships, both internal and external to the organization.
• Ability to identify opportunities and recommend actions for continuous improvement in all activities.
• Ability to efficiently plan, schedule, and organize.
• Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
• Ability to establish and maintain constructive and cooperative interpersonal relationships with staff, peers, high-level management, clients, and others to accomplish the department’s mission. Ability to provide excellent customer service.
• Ability to work independently with minimal supervision and in a team environment.
• Ability to operate standard office equipment such as computers, printers, copiers, and calculators.
• Maintain regular and punctual attendance.

Required Education & Experience

• Four years of customer service or related experience.
  • Associate’s degree in a related field may substitute for one year of the required experience.
  • Bachelor’s degree in a related field may substitute for two years of the required experience.
  • Education substitutions are not cumulative; only the highest qualifying degree will be considered.
• One year of case management or related experience.

Preferred Education & Experience

• A minimum of one year experience with determining eligibility in the Colorado Benefits Management System (CBMS) or other public assistance programs.

Licenses/Certificates

• Must possess and maintain a valid driver's license.

Pre-Employment Requirements

• Must pass conditional post-offer background investigation, motor vehicle record check, and drug screen.

Supplemental information

Duties are primarily performed in a high-volume office and remote work environment dependent on business needs; some travel within the community may be required. May be exposed to clients in stressful situations. May be required to work evening and weekend hours as business needs dictate.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.