Job description

Primary Responsibilities:

The primary responsibilities of this position is to refer people and/or agencies seeking services to the appropriate Goodwill program using a warm hand-off approach and track their progress to ensure they are being served. If Goodwill does not have an appropriate program, the person will be referred to resources that meet their need. The Navigator will be an essential conduit for Goodwill staff to access external resources.

Referrals

● Develops an in-depth understanding of the GW programs and eligibility requirements.
● Conducts preliminary client assessments to identify GW program eligibility and resources.
● Provides referrals to outside agencies for services via a warm handoff (phone # and email) and an introduction of the client to the external service(s)).
● Ensures that clients understand the services available through GW and outside organizations and the potential impact of the services on their lives.
● Assists GW Case Managers in making appropriate referrals.
● Develops and maintains an external resource guide for GW staff.
● Conducts outreach to other local service providers to educate them on GW services and programs.
● Complies with all Goodwill policies and procedures.
● Other duties as assigned

Client Connection
● Establishes rapport and trust to engage and conduct a needs assessment for clients seeking services. Guides and connects clients to services that address their circumstances and desires.
● Serves as an advocate for clients by effectively communicating with social service agencies.
● Maintains updated client records with notes, appropriate forms, or related information.
● Develops constructive, cooperative, and sustaining working relationships with stakeholders.
Core Values
Embrace Goodwill's Core Values:
● Strive for Excellence
● Service to Others
● Be Respectful
● Own it!
● Act with Integrity

Job Specifications:

Proficient in the English language. Bilingual – Spanish (advantage).

Education/license required:
Bachelor's Degree in social work, public health, or another related field (preferred), or five years of relevant work experience.

Experience/knowledge required:

● Knowledge and experience of principles and processes for providing customer and personal services, including customer needs assessment, meeting service quality standards, and evaluating customer satisfaction.
● Familiarity with Microsoft Office, Google Suite, case management software, and Zoom.
● Familiarity with Santa Clara County resources is highly desirable.

Equipment used:
Computer, telephone, copy and fax machines.

Aptitudes/skills/temperament:
● Emotional intelligence.
● Empathetic listening skills - seeking to understand what others are saying, taking time to understand, and asking clarifying questions as appropriate.
● Ability to recognize program participants' cultural needs/factors that may affect their choices or engagement while communicating with the program participant in a culturally competent manner.
● Excellent writing and personal communication skills are essential to communicate effectively orally, in writing, face-to-face, and over the phone.
● Ability to work independently, in a team environment, and organize and prioritize predetermined outcomes to meet specific deadlines.
● Ability to accurately record and manage data.

Emotional Effect:
Moderate: occasional short deadlines. The work environment is occasionally hectic with periodic high activity.

Job Setting:
The job is performed indoors in a climatically controlled setting. This position involves collaborating with co-workers. There is regular contact with the public, business, and community agencies. The job includes some driving to meetings, conferences, community events, and outreach. The position requires minimal
Supervision.

Physical demands:
The job involves sedentary work and occasional lifting and carrying of items weighing up to 25lbs.
Much of the work takes place while seated, with occasional periods of standing or walking.

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Human Services/Social Service: 3 years (Preferred)

Work Location: One location

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