Community Services Navigator

Bmacww; Walla Walla (WA); On-site; USD 42,000 - 57,000; Full time

Benefits offered by this job

Medical/Vision Dental Insurance

Life Insurance

Paid Time Off

12 paid holidays

401(k) Retirement Plan

TextCare

Flexible Time Off

Bereavement Leave

Jury Duty Leave

Workers Compensation

Flexible Spending Account

Life Flight Membership

Aflac Benefits

Job summary

BMAC seeks an Intake Specialist to create a welcoming client experience, complete intake, and refer people to BMAC and community services. This full-time, nonexempt role collaborates with departments to move individuals toward self-sufficiency.

Responsibilities include intake, eligibility assessments via the Greater Health Now HUB, and managing referrals. Strong emphasis on documentation, outreach, and data systems (HMIS/CAP60).

Qualifications

• Associates degree in Human Services or related field strongly preferred.
• Two years related work experience administering social services strongly preferred.
• Bilingual English/Spanish is strongly preferred.

Responsibilities

• Provide a welcoming customer service experience for participants and visitors.
• Provide intake, service navigation, and referral services to families and individuals via email, phone and in person.
• Determine eligibility for health-related social needs through the Greater Health Now Community Referral HUB by completing thorough assessments of individuals and families.
• Coordinate closed loop referrals to community services, starting with BMAC programs, shelters, and supportive services as needed, ensuring that clients are connected to services with appropriate follow through.
• Support clients with health and wellbeing goals and reduce barriers to accessing care, such as health insurance enrollment.
• Help with outreach and client visits as needed.
• Collaborate and develop/maintain strong relationships with other service providers in the area.
• Coordinate referrals to and utilization of all appropriate community resources and proactively connect with resources to assure the best referrals.
• Develop broad knowledge of all BMAC programs to make appropriate referrals.
• Act as an advocate with other social, health, employment and education services in the community when appropriate.
• Maintain database(s) in a timely and accurate manner: HMIS and CAP60; ensure documentation is complete.
• Complete purchase order documentation accurately and timely.
• Serve as backup for Reception coverage during lunch, breaks, and other times as needed.
• Attend scheduled staff meetings and required trainings; perform other related duties as assigned.

Skills

Customer service

Bilingual English/Spanish

Communication skills

Trauma-informed care

Data entry HMIS CAP60

Problem solving

Confidentiality

Education

Associates degree in Human Services or related field

Tools

HMIS

CAP60

Microsoft Excel

Job description

REPORTS TO: Assistant Director of Health & Homes

SUPERVISES: N/A

POSITION TYPE: Full-time, nonexempt

SCHEDULE: Up to 36 hours/week based on contract funding

This position is open until filled. We accept and review applications on a rolling basis, with priority given to applications received by 8 a.m. on Wednesday, September 30, 2026.

BENEFITS

• Medical/Vision Dental Insurance: The following individuals qualify for BMAC's group insurance plans:
  • Regular, full-time employees working 30+ hours per week receive full benefits
• Qualifying dependents: Spouse/legal domestic partner and any dependent children 26 years or younger
• Life Insurance
• Short/Long-Term Disability
• Employee Assistance Program
• 401(k) Retirement Plan: Eligibility begins in the first month after hire date. Vesting rules apply.
• TextCare
• Paid Time Off (PTO): Employees begin accruing PTO the first day of employment as detailed below
• Employees with 0-5 Years of Service = accrue 0.0773 hours per hour worked
• Employees with 5+ Years of Service = accrue 0.0899 hours per hour worked
• Employees with 10+ Years of Service = accrue 0.1028 hours per hour worked
• Flexible Time Off (FTO): Available according to scheduled work time
• Holidays: 12 paid holidays
• Other Paid Leave:
  • Bereavement Leave – up to 4 days to eligible employees
  • Jury Duty Leave – up to 4 weeks over any 1-year period
• Workers Compensation: Comprehensive insurance provided
• Optional Flexible Spending Account
• Optional Life Flight Membership
• Optional Aflac Benefits

JOB SUMMARY

This full-time position plays a crucial role in creating a welcoming and supportive client experience. This includes welcoming and completing an intake process then referring people to services at BMAC and the broader community. This role involves close collaboration with all BMAC departments and various community partners to coordinate efforts and improve outcomes for those in need of assistance with the goal of moving individuals and families to self-sufficiency.

OVERVIEW OF RESPONSIBILITIES

• Provide a welcoming customer service experience for participants and visitors.
• Provide intake, service navigation, and referral services to families and individuals via email, phone and in person.
• Determine eligibility for health-related social needs through the Greater Health Now Community Referral HUB by completing thorough assessments of individuals and families.
• Coordinate closed loop referrals to community services, starting with BMAC programs, shelters, and supportive services as needed, ensuring that clients are connected to services with appropriate follow through.
  • Support clients with health and wellbeing goals and reduce barriers to accessing care, such as health insurance enrollment.
  • Help with outreach and client visits as needed.
• Collaborate and develop/maintain strong relationships with other service providers in the area.
  • Coordinate referrals to and utilization of all appropriate community resources and proactively connect with resources to assure the best referrals.
  • Develop broad knowledge of all BMAC programs to make appropriate referrals.
  • Act as an advocate with other social, health, employment and education services in the community when appropriate.
• Maintain database(s) in a timely and accurate manner:
  • Accurate and prompt data input, including but not limited to the Homeless Management Information System (HMIS) and the internal client management system CAP60.
  • Ensure that careful, accurate and timely documentation is completed regarding services and referrals provided in all required databases.
  • Complete purchase order documentation in an accurate and timely manner.
• Serve as backup for Reception coverage during lunch, breaks, and other times as needed.
• Attendance expectations:
  • Demonstrate regular and reliable physical attendance, requesting any scheduled leave in advance and any unscheduled leave with the supervisor as soon as reasonably possible.
  • Attend all scheduled staff meetings.
  • Attend training sessions as required by the funding source or the agency.
  • Attend any other meetings or trainings as required.
• Performs other related duties as assigned.

QUALIFICATIONS

Education & Experience

Relevant experience and/or education may be substituted for either education or work history.

• Associates degree in Human Services or related field strongly preferred.
• Two (2) years related work experience administering social services; familiarity with BMAC and partner services strongly preferred.
  • Working knowledge of issues and resources related to housing services for low-income families and individuals; knowledge of landlord/tenant law preferred.
  • Experience working with individuals, families and young adults, including BIPOC and LGBTQIA+ populations, facing homelessness or needing other social services preferred.
• Bilingual/Bicultural – English/Spanish – is strongly preferred.

Knowledge, Skills & Abilities

• Strong commitment to BMAC’s mission of building thriving communities and to our values: hope, integrity, compassion, collaboration, and community.
• Demonstrates the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively with diverse populations, including LGBTQ and people of color, as well as individuals of all ages and ability levels.
• Ability to serve clients using a trauma-informed, human-centered approach with excellent customer service skills.
• Ability to understand and implement contract requirements regarding eligibility and services, and data maintenance. Ability to learn about all BMAC and community programs to properly refer people/clients.
• Ability to maintain calm under pressure and de-escalate difficult situations.
• Strong organizational skills, with a demonstrated ability to prioritize, pay attention to details, manage and complete multiple projects.
• Ability and willingness to learn new skills.
• Excellent verbal and written communication skills.
• Ability to read and assess complex documents such as housing program guidelines, policies and procedures manuals.
• Understanding of, and ability to work collaboratively with, a variety of community resources and partners and with other BMAC programs.
• Ability to advocate for services and those in need.
• Ability to compile and maintain accurate, thorough and timely case management records.
• Ability to maintain confidentiality, set appropriate client boundaries with tact and respect, and exercise sound judgement.
• Ability to work in a fast-paced office environment, managing a high call volume, with frequent interruptions and occasional crisis situations.
• Ability to contribute to updating of housing program guidelines and related policies/manuals.
• Proficient with Microsoft Office products, including Outlook, Word, and Excel.
• Ability to learn/use HMIS, CAP60 and other software systems.

WORK ENVIRONMENT

Work primarily takes place in an office environment. This position requires the flexibility to occasionally meet in locations that may include administrative offices, site-based service facilities, parks, libraries, coffee shops, encampments and/or program participant’s residence, depending on capabilities of program participants.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the job's essential functions. Reasonable accommodations may be made to enable individuals to perform essential functions.

Prolonged sedentary periods at desk/working on a computer. Occasional moving up to 20lbs.

NOTE: This is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of BMAC are expected to perform tasks as assigned by supervisory/ management personnel, regardless of job title or routine job duties.