Community Hub Navigator

Safe Haven Family Shelter; Nashville (TN); On-site; USD 44,000 - 48,000; Full time

Benefits offered by this job

Employer-paid health and dental for at

Discounted family coverage

18 PTO days + 8 sabbatical days

Job summary

Safe Haven Family Shelter seeks a Community Hub Navigator to guide families through intake, connect them with resources, and support their immediate needs with a compassionate, trauma-informed approach.

You will work closely with Hub staff to coordinate programming, assess eligibility, collect documentation, and maintain accurate records in Salesforce and HMIS while ensuring confidentiality and respectful client interaction.

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in human services, social work, or related field preferred.
• One to three years of experience in social services, case management support, customer service, or community-facing roles preferred.
• Ability to remain calm, compassionate, and solution-focused in stressful situations.
• Experience with eligibility screening, intake processes, or benefits navigation strongly preferred.

Responsibilities

• Greet and welcome families at the Community Services Hub in person or by phone with a warm, trauma-informed approach.
• Coordinate programming from Safe Haven and partners; manage front desk and hub check-in.
• Ensure spaces are prepped for client needs and partner activities.
• Conduct initial intake assessments covering demographics, income, housing status, and needs.
• Review information to determine eligibility for programs and services.
• Complete standardized needs assessments and schedule six-month and exit follow-ups.
• Maintain knowledge of Safe Haven programs and referral partners for navigation support.
• Collect and verify required documentation and enter data into Salesforce and HMIS.
• Triage needs and connect families to Safe Haven and community resources.
• Provide warm handoffs to staff; avoid re-telling stories; maintain confidentiality.
• Keep intake records up-to-date and contribute to monthly Hub utilization reports.

Skills

Verbal and written communication

Attention to detail

Organizational skills

Calm under pressure

Bilingual English/Spanish

Customer service

Conflict resolution

Trauma-informed approach

Microsoft Office

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree in human services

Bachelor’s degree in human services

Tools

Salesforce

HMIS

Job description

The Community Hub Navigator welcomes families entering the Community Services Hub. This role helps families navigate the intake process, understand available resources, identify their immediate needs, and connect with the services and team members best equipped to support them. The Community Hub Navigator works closely with the Hub Manager, Prevention Program Manager, Case Management Supervisor, and Housing Navigators to ensure no family falls through the cracks. The Community Hub Navigator combines compassion with strong organization and attention to detail, creating a warm, trauma-informed experience for families while ensuring information and documentation are accurate and complete.

Job Responsibilities

ROLES AND RESPONSIBILITIES

• Greet and welcome every family entering the Community Services Hub, in person or by phone, in a warm, trauma-informed manner.
• Collaborate with the Community Hub Manager to schedule and coordinate robust programming from Safe Haven and community partners and manage the front desk and check-in process for hub programming.
• In partnership with the Operations Coordinator, ensure the various programming spaces and common areas are prepped and equipped to meet the needs of community partners, staff, and families.
• Conduct initial intake assessments with families, including demographic information, household composition, income, housing status, and presenting needs.
• Review information and documentation to help determine eligibility for available programs and services
• Complete standardized needs assessments with families to identify strengths, needs, and appropriate supports at intake and ensure follow-up administrations are scheduled at six months and exit.
• Develop and maintain knowledge of Safe Haven programs, eligibility requirements, community resources, and referral partners to help families navigate available supports.
• Collect and verify required documentation including identification, proof of income, proof of housing status, and benefit confirmations.
• Enter complete and accurate client information into Salesforce and HMIS.
• Triage family’s needs and connect to appropriate Safe Haven and community resources and supports.
• Provide warm handoffs to appropriate Safe Haven and community partner staff, ensuring families are not asked to retell their story unnecessarily.
• Maintain accurate intake records and contribute to monthly reporting on Hub utilization and client experience.
• Coordinate scheduling for follow-up intake appointments and partner-led screenings as needed.
• Maintain confidentiality when dealing with sensitive client information.
• Participate in regular staff meetings, staff training programs, and supervision.
• Adhere to agency policy, procedures, and the professional code of ethics.
• Other duties as assigned.

Qualifications

MINIMUM REQUIREMENTS

• Must meet Safe Haven’s core values: strive for excellence, serve with compassion, never stop learning, embrace inclusion, cultivate collaboration, communicate with integrity.
• High school diploma or equivalent required; Associate’s or Bachelor’s degree in human services, social work, or related field preferred.
• One to three years of experience in social services, case management support, customer service, or community-facing roles preferred.
• Ability to remain calm, compassionate, and solution-focused when supporting individuals experiencing stress, frustration, or crisis.
• Experience with eligibility screening, intake processes, or benefits navigation strongly preferred.
• Strong attention to detail and excellent organizational skills.
• Excellent verbal and written communication skills with a warm, family-centered approach.
• Comfort working with culturally diverse families.
• Experience with conflict resolution, de-escalation, or trauma-informed customer service preferred.
• Ability to manage multiple priorities in a busy, people-centered environment while maintaining accuracy, confidentiality, and a welcoming presence.
• Proficient in Microsoft Office; Salesforce and HMIS experience preferred (training provided).
• Bilingual (English/Spanish) strongly preferred.

PHYSICAL DEMANDS / WORK ENVIRONMENT

• Work Environment: Office and Community Services Hub setting.
• Must be able to sit / stand for 8 hours.
• Walking, bending, light lifting up to 25 lbs.
• Must be able to travel to community service providers and families in need.

Additional Information

SALARY / BENEFITS

Starting salary, commensurate with experience and education: $44,000–$48,000

• 100% Employer-paid health and dental for individuals
• Additional discounted family coverage available as well
• 18 PTO Days plus 8 sabbatical days annually
• 14 Paid Holidays annually plus 4 floating holidays
• Paid parental/family leave
• 401K Plan (with 5% employer match)
• Employer paid short-term and long-term disability
• Working Hours: 40 hrs/wk; Monday- Friday