Navigator

OIC of Wa; Yakima (WA); On-site; USD 29,000 - 37,000; Full time

Job summary

OIC of Washington is seeking a Navigator in Yakima to operate the Resource Room reception, greet visitors, and connect clients with needed services. The role emphasizes compassionate customer service, intake assessments, and coordination with programs and partners.

The Navigator will handle inbound calls, walk-in visits, and scheduling while maintaining confidentiality and using the agency database for client records. Strong communication and Excel/Office skills are required.

Qualifications

• HS diploma or equivalent; AA degree preferred.
• 1 year in customer services; 1 year in office management or as a receptionist, or equivalent experience.

Responsibilities

• Inform clients of services and enrollment steps.
• Conduct initial intake interviews using the agency database.
• Assess client needs based on intake interview.
• Coordinate client needs with program staff and follow up.
• Provide updates on application status to clients.
• Greet the public and schedule appointments.
• Assist with mail processing.
• Respond to calls and inquiries.
• Maintain Resource Room area.

Skills

Customer service

Multiline phones

Communication

De-escalation

Bilingual English/Spanish (preferred)

Education

HS Diploma or equivalent

AA Degree preferred

Tools

Microsoft Office

Job description

Description

OIC of Washington I Job Description

Position: Navigator

Division: Education and Career Services

Department: Career Counseling

Supervised by: Program Manager

Positions supervised: 0

FLSA classification: Non-Exempt

Minimum Qualifications: HS Diploma or Equivalent (AA Degree preferred) 1 year in customer services, 1-year exp in office management or as a receptionist OR Additional years of experience will be considered in lieu of education

Job Location: Yakima

Salary Range: $20.57 - $26.84/hr

Position Overview

The Navigator will be responsible for the operation and coordination of the OIC of WA Resource Room reception station. The Navigator will create a trusting relationship with all who enter the Resource Room and assist with addressing barriers clients may be experiencing. This position will serve as a liaison between the public and OIC of WA’s programs and services. The Program Specialist (Navigator) will be responsible for the initial assessment of the client’s household needs. This role will involve the use of a helpdesk computer system. This position will also be responsible for processing inbound calls and greeting “walk-in” clients. The ideal candidate for this position will have excellent customer service skills and the ability to show compassion to our clients, staff, and partners.

Essential Duties

• Ensure clients are informed of agency program services and the enrollment process.
• Completes initial client intake interview using the agency-wide database system.
• Develops an assessment of client needs based on the intake interview using advanced practice skills and expertise.
• Communicates and coordinates the client’s needs and application for services to the appropriate program staff; completes follow-up communication to ensure an efficient transition for the client.
• Provides clients with updates on the status of their applications on a timely basis through OIC of WA formal documentation.
• Cultivates relationships with partners to establish additional resources and opportunities for clients.
• Maintains knowledge of state and federal program regulations and attends training to enhance the effectiveness of the role.
• Answers phone and maintain the general upkeep of the Resource Room area.
• Greet the public and assist with scheduling appointments.
• Assist with processing incoming and outgoing mail.
• Other duties as assigned.

Special Knowledge, Skills, and Abilities

• Must have excellent customer service skills and the ability to treat applicants and peers with dignity and respect.
• Must have demonstrated experience in using multiline phones, fax machines, and copiers.
• Bilingual in English and Spanish, and the ability to communicate with our monolingual Spanish speaking clients is preferred.
• Ability to use Microsoft Office programs such as Microsoft Teams, Outlook, Word, etc.
• Ability to use deductive reasoning, and quantitative and qualitative measures to determine if an applicant is qualified for a position.
• Outstanding communication skills and the ability to interpret and discuss program guidelines. With the ability to interact and interpret information via telephone or correspondence inquiries.
• Must have strong people skills and be able to successfully de-escalate situations.
• Excellent written and verbal communication skills.
• Demonstrated ability to work independently, and ability to take appropriate autonomous initiative to carry out enrollments or referrals.
• Demonstrated ability to manage multiple projects simultaneously and respond to changing deadlines and priorities, prioritize tasks, and work under pressure.
• Must maintain a high level of confidentiality and possess strong ethics.
• Must be meticulous and can spend long periods of time reviewing eligibility documents.
• Able to demonstrate a genuine concern and respect for all cultures and diverse populations served by OIC.

Work Environment

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be considered to enable individuals with disabilities to perform essential functions. Frequently required to stand, walk, and sit. Frequently required to talk and hear. Occasionally drive a motor vehicle in different seasonal weather and road conditions and times of day. Occasionally will lift up to 10 pounds. Occasionally required to reach, push/pull, and stop.

Additional Conditions of Employment

Successfully pass a Criminal History & Background Check. Successfully pass a pre-employment drug test. Valid WA State Driver’s License and proof of insurance if requested.

Commitment Required

By signing the acknowledgment below, you commit to reporting to your assigned location at the scheduled time. To commit to being responsible and demonstrating a strong work ethic. You understand that you will dress appropriately for the work environment and understand that you will be sent home if you do not.