Hybrid Community Navigator

Goodwill of the Finger Lakes; Rochester (CA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Goodwill of the Finger Lakes is seeking a Community Connector to assist clients via the 211/LIFE LINE program. Training is in person for 2–4 weeks, with potential for remote work after 30 days.

The role emphasizes empathy, advocacy, and cultural competence to connect clients with needed services. Under supervision, you will handle inbound contacts, document data, and provide referrals while maintaining confidentiality and participating in required meetings.

Qualifications

• AIRS Certification status required and maintained through trainings and materials.
• Associates Degree in a related field and/or equivalent combination of education/experience.
• 1 year of customer service or Call Center experience preferred.
• Certification must be obtained within 2 years of eligibility per AIRS criteria.

Responsibilities

• Perform in-depth screening to educate, navigate, and connect clients with needed services.
• Answer contacts (phone, chat, text) and refer clients to community resources.
• Use active listening to identify barriers and provide confidential connections to resources.
• Maintain confidentiality of sensitive information.
• Document all client interactions in prescribed software.
• Gather required data to identify gaps in services to address needs.
• Work rotating shifts including nights and weekends; backfill as needed.
• Attend required in-service and department meetings; conduct client satisfaction surveys.

Skills

Web-based systems

Real-time comms

Microsoft Office

Client record systems

Troubleshooting

Interpersonal skills

Education

Associates Degree

Tools

AIRS Certification (in progress)

Job description

Goodwill of the Finger Lakes is seeking a Community Connector to assist clients via the 211/LIFE LINE program. Training is in person for 2–4 weeks, with potential for remote work after 30 days.

The role emphasizes empathy, advocacy, and cultural competence to connect clients with needed services. Under supervision, you will handle inbound contacts, document data, and provide referrals while maintaining confidentiality and participating in required meetings.