Service Navigator (CEJA)

The Service Navigator provides a central source of reliable and objective information about various programs and services.

RESPONSIBILITY LEVEL:

Provides a central source of reliable and objective information about various programs and services. Helps people, businesses, and community organizations understand and evaluate the multiple options available to meet their needs. Helps people to find resources in the community and make informed decisions. Provides assessment and enrollment counseling for individuals as appropriate. Connects individuals, employers, community resources, educators, and services that further their goals and initiatives. Sustains policies, procedures, and programs. Typically works on projects and tasks that span 3 – 12 months.

PRINCIPAL DUTIES:

1. Oversee activities to support the use of the service navigation program, including intake, orientation, utilization of resources, workshops, and accurate reporting.

2. Work closely with business service representatives to provide direct outreach and education to individuals and organizations about available internal and external programs, services, and resources.

3. Assist with resource development for continued support of the program.

4. Provide community outreach to partners and potential referral sources. Along with the business service representative, seek out program participants, prioritizing diverse communities with equity-driven strategies. Maintain relationships with employers, supportive services, community organizations, educators, trade groups, political and community leaders, and others to advance access to service coordination and programmatic goals.

5. Maintain appropriate participant records, including demographic data, assessments, applications, and other records, in compliance with funding source requirements. Utilize internal and external databases as required by the partner or funding source. Develop, implement, and monitor appropriate goals and objectives for each individual or entity needing service navigation.

6. Assess program participants for job readiness, education and training, and support needs. Address employers' and individuals' training and hiring needs by matching them to appropriate available services and partners.

7. Maintain a professional level of confidentiality in all work-related activities. Ensure all required documentation is completed and securely maintained.

8. Keep regular notes and records needed for successful service navigation. Accurately review and document program plans and strategies regularly and complete other necessary records for all assigned service users. Submit accurate reports to the program manager as required by the program or funding source.

9. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. May serve as a team member or subject matter expert on formal projects or within the department. Effectively engages in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.

10. Problem Solving: Light supervision; works independently. Periodic review of work by manager or senior coworker. Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.

11. Technical Skill: Understands and applies professional principles and skills within area of specialization to modify processes to resolve situations.

12. Community Engagement: Champions Goodwill’s community engagement initiatives and serves as an ambassador for Goodwill in the wider community.

13. Responsible for completing other duties/responsibilities as assigned.

REQUIREMENTS:

1. Two years of college education or experience equivalency, and a minimum of 3 years’ experience.

2. Experience in one or more: Social Services, Workforce Development, Education, Nonprofit Management, Community Leadership and Development, Communications, Government sectors, or a related field.

3. Prior experience working with government grants is preferred.

4. Knowledge of career assessment, training, and placement preferred.

5. Proficiency with Microsoft Office suite (Excel, OneNote, Outlook, PowerPoint, Publisher, Word) and ability to learn and effectively use various Workforce Development Information systems.

6. Must have a valid driver’s license. Frequent travel is required to reach locations within the service region, including urban, suburban, and rural areas.

7. This role requires occasional evening and weekend event attendance (<10% of the time).

CORE CULTURAL COMPETENCIES:

1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.

2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.

3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.

4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.

5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.

6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

PHYSICAL/SENSORY DEMANDS:

Occasionally lifts and moves up to 20 pounds. Moves about to accomplish tasks. The worker is subject to weather conditions (hot, humid, dry, cold, etc.). Repetitive use of hands and feet as needed for job employment support activities. Vision is Required while using a computer keyboard and working with written and electronic information, and travel is required.

When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the rage for their role and compensation decisions are dependent on facts and circumstances of each case.

Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.

In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more. The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories.

Equal Opportunity Employer

(SEW)