Resource Navigator – Department of Human Services

El Paso County will be a trusted regional leader known for excellence in county service delivery. We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

Our core values are: Service Focused, Collaborative, Accountable, Trustworthy, and Transparent.

About the role

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!

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 and has received a recommendation from the Hiring Authority.

This position may be subject to grant funding. 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.

Responsibilities

• Provide evidence-based services to clients, ensuring transparency and service excellence.
• Conduct or attend intake appointments with clients needing assistance navigating the application and community resource processes.
• Interview potential program participants, conduct eligibility and suitability screening, and match customers with appropriate programs.
• Support clients by gathering appropriate documentation to support the application process while working as a liaison between government agencies/providers and clients; maintain a client caseload based on program standards/regulations.
• Assess clients’ needs, provide community resources and services, develop resource engagement plans, and provide available resources.
• Perform research on available community resources.
• Conduct outreach efforts with existing community agencies and coordinate with agencies and their resources to provide additional education and awareness.
• Maintain accurate documentation and records. Enter data timely into appropriate systems and databases.
• Develop familiarity with resources available in the community; establish and maintain relationships with community partners, ensuring the effective delivery of service and resources.
• Stay current with resource navigation trends and changing laws and program requirements.
• Increase public and organizational awareness by providing education about the potential barriers that clients face.
• Maintain data on relevant key indicators to inform the success of the program and identify opportunities for improvement. Monitor outcomes to evaluate the efficacy of the program. Prepare reports to inform key stakeholders of progress.
• Answer phones, greet customers and visitors, and provide excellent customer service.
• Respond to phone, email, and in-person requests for information from internal and external customers and outside agencies.
• Provide general administrative support, such as composing general correspondence, letters, memos, procedures, and statistical reports; material may be technical, complex, and confidential in nature.
• Perform specialized functions for internal departments and groups that may be of a complex, technical, or sensitive nature.
• Attend community resource meetings.
• Maintain knowledge of applicable grants and programs to ensure customers' needs are met.
• Perform 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.
• 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.

Requirements

• 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.
• Must possess and maintain a valid driver's license.
• Must pass conditional post-offer background investigation, motor vehicle record check, and drug screen.

Preferred Qualifications

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

Skills

• 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.
• 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.

Pay

Hiring Range: $52,800.00 - $57,800.00 annually
Anticipated Hiring Rate: $55,400.80 annually

Schedule

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.

Work Conditions

• 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.