Services Navigator

Navigator – Full Time, 37.5 hours per week Monday – Friday

The Ability Center (ACT) is a non-profit Center for Independent Living. Together, we will work to make our community the most disability friendly in the nation by increasing independence for people with disabilities, discovering true passions, and changing the community’s perception of disability.

The Navigator position is the first point of contact for consumers who wish to gain access to all ACT programs and services. The Navigator is responsible for the intake procedure and organizes support across all agency programs. They assist people with disabilities by providing resources that empower them to make informed choices regarding their level of independence in their home and within their community. This position requires a high-level of customer service.

Essential Responsibilities:

  • Receive and respond to consumer requests for all ACT programs and services. Requests may be via phone, e-mail, or in person.
  • Engage with consumers and assess their needs, facilitate problem-solving with callers, and determine appropriate programs.
  • Have knowledge of all essential programs in order to provide excellent customer service.
  • Navigators work one-on-one with consumers to complete an intake and Independent Living (IL) application.
  • Gather general intake information over the phone or in person and identify services requested.
  • Determine eligibility for programming and mail applications if deemed appropriate.
  • Meet with consumers in person to complete intake/application paperwork and set program goals as needed.
  • Ensure that all necessary release forms and requested paperwork is completed and received in a timely manner.
  • Provide self-empowerment tools to those in need of self-advocacy services.
  • Serve as an advocate for callers seeking more information and make referrals to appropriate staff as needed.
  • Offer support to consumers and their families to facilitate access to community services.
  • Complete follow-up calls to consumers who have outstanding applications.
  • Attend group meetings to discuss services, update processes, programs, and share resources.
  • Maintain knowledge of inclusive resources and programs available in the community.
  • May be required to attend ACT trainings, events, outside community events, and seminars.
  • Document all consumer contact information in consumer database according to required guidelines.
  • Collect information and data regarding community agencies and services and update.
  • Acquire and maintain a high level of competency with all database systems.

Qualifications: Prefer candidates have an associate degree in a related field. Bachelor’s degree in social service industry helpful. Prefer candidates have at least 3 to 5 years of experience working with people with disabilities. Previous Information and Referral and/ or medical equipment services are preferred. Employees must have customer service experience. Prefer experience in a healthcare, or social service setting. Excellent interpersonal skills and strong interviewing and assessment skills are required. Strong skills in organizing work, attention to detail and maintaining confidential records. Must be able to spend extended periods of time communicating with consumers over the phone, gathering information, and documenting results. Ability to work under pressure, and multi-task. Good oral and written communication skills. Excellent customer relations with good follow-up skills.

Essential Physical Demands: The essential physical demands described here must be met by an employee to successfully perform the essential functions of this job. The employee in this position will need to remain stationary for periods of time while working in a workstation, office, or at a desk. The employee will operate/use a phone, computer, copier, and printer. The employee in this position frequently communicates with others and may do so in various ways as able. They may converse, convey, and exchange accurate information via phone, text, written, e-mail, or face to face. The employee may frequently move from one office space to another, meeting spaces, and occasionally from one building to another. The employee may have to move office items/equipment and or assist with lifting DME, weighing up to 25 pounds, in and out of customer vehicles. The employee may operate a personal and/or company owned vehicle.

At the Ability Center, diversity, equity, and inclusion are at the core of who we are. We are committed to fostering, cultivating, and preserving a culture of belonging by changing perceptions, and discovering true passions. Our employees are our most valuable asset.

Your life experiences, self-expression, and unique capabilities represents our team, and the diverse communities we serve.

 ACT is an equal opportunity employer.

The Ability Center is committed to providing reasonable accommodations to individuals with disabilities.

We offer competitive pay and a comprehensive benefit package.

Please visit the careers page of our website to apply or fax resume to 419-885-5005