Community Navigator Supervisor

Indiana; Indianapolis (IN); On-site; USD 48,000 - 59,000; Full time

Benefits offered by this job

Free Parking for most positions

LinkedIn Learning access

Job summary

State of Indiana in Indianapolis is seeking a Community Navigator Manager to lead a team of 10–12 navigators, delivering accurate information and resource connections to callers, while upholding empathy and confidentiality. You will coach staff, drive performance, and align workflows with leadership to improve service quality.

The role requires 1–3 years of management experience and a strong commitment to helping Hoosiers, with a Monday–Friday 9:45 a.m.–6:15 p.m.

Qualifications

• Experience in human services, social work, non-profit, case management, crisis hotline or information and referral services.
• Proven ability to inspire and manage a diverse team.
• Strong decision-making and problem-solving skills.
• Excellent verbal and written communication skills.
• Knowledge of community, regional, and state human and social service resources.
• Ability to think critically and adapt to changing circumstances.
• Proficiency with data analysis and information; identify trends and reporting tools.
• Ability to use crisis intervention skills and suicide prevention tactics.
• Ability to maintain consistency, fairness, and objectivity.
• Ability to troubleshoot, manage multiple tasks, and prioritize effectively in a fast-paced environment.
• Ability to build and maintain positive relationships with clients and community partners.
• Must be willing and able to meet AIRS certification standards.
• Demonstrated personal computer skills with MS Office applications and other software applications.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

Responsibilities

• Oversee a team of Community Navigators providing callers with accurate information and referrals.
• Ensure call center objectives, performance standards, and workflows are met with coaching and accountability.
• Develop performance plans and provide coaching to support navigator success.
• Facilitate team meetings and ensure effective communication between staff and leadership.
• Lead performance evaluations, interim checks, and annual reviews.
• Maintain confidential employee records and performance notes in accordance with standards.
• Review real-time adherence and data to drive call metrics and high-quality service.
• Manage schedules and daily shift reports, identifying trends and issues.

Skills

Team leadership

People management

Empathy & coaching

Decision making

Excellent communication

Crisis intervention

Data analysis

Problem solving

Tools

MS Office

Job description

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Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Family & Social Services Administration (FSSA):

FSSA was established by the Indiana General Assembly in 1991 to consolidate and better integrate the delivery of human services by state government. FSSA is a health care and social services funding agency. Ninety-four percent of the agency’s total budget is paid to thousands of service providers ranging from major medical centers to a physical therapist working with a child or adult with a developmental disability. The seven care divisions in FSSA administer services to more than 1.5 million Hoosiers. FSSA’s mission is to compassionately serve Hoosiers of all ages and connect them with social services, health care and their communities.

Role Overview:

In this role, you would lead with purpose and help shape the experience of every person who turns to 211 for help. As a Community Navigator Manager, you'll guide a team of 10-12 Community Navigators who serve callers with accuracy, empathy, and critical resource connections. You'll empower your team to succeed by giving them the tools, coaching, and trusted support they need. You'll own outcomes, drive growth, and set a steady, intentional pace that keeps the team focused and moving forward. Partnering closely with members of leadership, you'll strengthen workflows, enhance operational excellence, and elevate team performance. You'll help build a culture where people show up for each other, take pride in high standards, and work hard in pursuit of excellence every single day.

The ideal candidate must have 1-3 years of direct team‑management experience. We are looking for someone who empowers their team while maintaining strong operational discipline, sets clear expectations, and holds themselves and others accountable. They will bring a solid work ethic, experience guiding people, ability to building talent, drive consistent performance, and find genuine energy in helping others grow. Join us in our commitment to investing in our navigator teams and creating an environment where they can do their best, most meaningful work. The role will cover the Monday-Friday, 9:45 a.m.-6:15 p.m. in‑office shift in downtown Indianapolis.

The salary for this position traditionally starts at$53,222.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Oversee a team of Community Navigators responsible for providing 211 callers with accurate, appropriate, and confidential information and referrals.
• Ensure Community Navigators comply with all call center objectives, performance standards, workflows, and policies, while providing consistent coaching, accountability, and corrective action to support behavioral and performance expectations.
• Develop and administer performance improvement plans, providing clear expectations, coaching, and follow up to support Community Navigator success.
• Facilitate team meetings, participate in leadership discussions, and ensure effective communication flow between staff and leadership.
• Lead structured performance evaluations, including interim check ins and annual reviews, to assess progress, provide feedback, and support professional development.
• Maintain accurate and confidential employee records, performance notes, and documentation in accordance with organizational and legal standards.
• Review all real time adherence, monitoring reports and data provided by the Workforce Management Administrator to drive the achievement of all call metrics and ensure high-quality service delivery.
• Manage schedules and complete daily shift reports identifying call trends, staff concerns, system/technology issues, or other significant information.
• Ensure the team maintains consistent and accurate data entry (demographics, assessments & referrals) adhering to center guidelines.
• Identify operational issues, suggest possible improvements, and provide thoughtful feedback on organizational changes, policies, and training materials before implementation.
• Review and approve employee timesheets, ensuring accuracy, policy compliance, and timely submission.
• Assist in applying effective crisis intervention skills and suicide prevention tactics when responding to individuals in distress.
• Assist Community Navigators with problem-solving, de-escalating, and responding to complex situations or callers in crisis.
• Assist eligible Community Navigators in obtaining and maintaining all necessary certifications, including Inform USA’s Community Resource Specialist (CRS) certification.
• Assist the leadership team with collaborative functions such as interviewing, onboarding, and training new employees.
• Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
• Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees. Ensure work adheres to quality standards, deadlines, and proper procedures.

The job profile is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Experience in human services, social work, non-profit, case management, crisis hotline or information and referral services.
• Proven ability to inspire and manage a diverse team.
• Strong decision-making and problem-solving skills.
• Excellent verbal and written communication skills.
• Knowledge of community, regional, and state human and social service resources.
• Ability to think critically and adapt to changing circumstances.
• Proficiency with data analysis and information; identify trends and reporting tools.
• Ability to use crisis intervention skills and suicide prevention tactics
• Ability to maintain consistency, fairness, and objectivity.
• Ability to troubleshoot, manage multiple tasks, and prioritize effectively in a fast-paced environment.
• Ability to build and maintain positive relationships with clients and community partners.
• Must be willing and able to meet AIRS certification standards.
• Demonstrated personal computer skills with MS Office applications and other software applications.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

A degree is not required. However, 1-3 years of management experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

This role may provide direct supervision for one or more staff members.

This role may serve as a team lead for an assigned work group.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• 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 to401(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
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .