Community Navigator

About the role

The Family & Social Services Administration (FSSA) is a health care and social services funding agency within the State of Indiana. It administers services to over 1.5 million Hoosiers and collaborates with various service providers to ensure that individuals receive the necessary support and resources.

Responsibilities

• Respond to individuals via phone to provide effective resource navigation.
• Utilize a comprehensive database to provide accurate, appropriate, and confidential information and referrals.
• Maintain consistent data entry (demographics, assessments & referrals) adherent to center guidelines.
• Establish and maintain rapport by utilizing active listening skills, empathy, and well-developed assessment skills.
• Conduct professional assessment to determine needs and identify solutions.
• Provide advocacy for clients when needed by interacting with clients and human service agencies, resolving problems, and providing information.
• Collaborate with case managers, healthcare providers, or other professionals to determine the most appropriate resource for individuals.
• Use effective crisis intervention skills and suicide prevention tactics when responding to individuals who are in distress.
• Meet or exceed all call metrics.
• Identify success stories and other opportunities that will build awareness of and confidence in the broad range of services that 2-1-1 provides.
• Conduct Outcome Surveys, research agencies, and other projects as needed.

Requirements

• Actively and skillfully conceptualize, apply, analyze and/or evaluate information gathered from assessments.
• Excellent reading comprehension, listening, verbal, and written communication skills.
• Ability to maintain a positive, compassionate and professional attitude, even in times of stress.
• Able to multi-task in a fast-paced environment.
• Ability to perform with frequent interruptions and/or distractions.
• Must be able to adapt to and retain constantly changing information.
• Display initiative to take on additional projects and tasks.
• Willing and able to meet AIRS certification standards.
• Demonstrated personal computer skills with MS Office applications and other software applications.

Qualifications

• At least 2+ years of experience in non-profit, case management, crisis hotline or information and referral services applying the outlined knowledge, skills, and abilities in a similar role may be considered.
• A degree is not required.

Skills

• Active listening and problem-solving skills.
• Knowledge of community, regional and state human and social service resources.

Benefits

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans.
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards.
• Health savings account, which includes bi-weekly state contribution.
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match.
• Two (2) fully-funded pension plan options.
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers.
• Up to 15 hours of paid community service leave.
• Combined 180 hours of paid vacation, personal, and sick leave time off.
• 12 paid holidays, 14 on election years.
• Education Reimbursement Program.
• Group life insurance.
• Referral Bonus program.
• Employee assistance program that allows for covered behavioral health visits.
• Qualified employer for the Public Service Loan Forgiveness Program.
• Free Parking for most positions.
• Free LinkedIn Learning access.

Pay

The salary for this position traditionally starts at $47,320.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

Schedule

Details on the schedule will be provided upon hire.