Resource Navigator- Front Desk Reception

Kitsap Community Resources; Bremerton (WA); On-site; USD 29,000 - 32,000; Full time

Job summary

Kitsap Community Resources in Bremerton, WA seeks a Resource Navigator to greet community members, answer questions about programs, and connect clients with services in a friendly, professional manner.

This in-person, full-time position requires outstanding customer service, excellent communication skills, and the ability to handle multiple tasks while maintaining confidentiality in diverse settings.

Qualifications

• Preferred education includes lived experience with housing or resource instability; a High School Diploma or GED with 2+ years of experience may substitute.
• Bi-lingual Spanish is a plus.
• Ability to pass State and/or Federal Background Checks as determined by position

Responsibilities

• Greet all individuals in a friendly and professional manner.
• Answer questions and facilitate client/visitor needs.
• Prepares staff meeting minutes, various reports, and updates intake form.
• Responds to department voicemails and email inquiries daily.
• Provides reception services including greeting, maintaining reception area, monitoring wait times, scheduling appointments, and assigning intakes to Navigator.
• Performs data entry into client databases (HMIS/CCL) and updates household records.
• Direct visitors to appropriate departments as necessary.
• Operate and maintain office machines (copier, fax, scanner, computer, multi-line phone).
• Assist with Clothing Closet maintenance and fulfilling client requests for clothing and hygiene items.
• Provide information about KCR programs and services.
• Maintain professionalism and calm in stressful situations; de-escalate conflicts as needed.
• Attend required staff meetings

Skills

Customer service

Verbal communication

Written communication

Telephone etiquette

Organization

Filing

Multitasking

Professional demeanor

Bilingual Spanish

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Multi-line phone systems

Copiers

Printers

HMIS

Job description

Be the friendly face of Kitsap Community Resources! As the first point of contact for community members, you will help connect individuals and families to vital services by providing exceptional customer service, answering questions, and supporting a positive client experience.

Job Title: Resource Navigator
Department: Energy
Fixed Hourly Wage: $21.03
Position Type: Full Time, Non-Exempt, Monday- FridayWork Environment: In-person, office setting
Location: 845 8th St, Bremerton- Administrative building

Job Summary

This position is responsible for the first impression of Kitsap Community Resources to the community. You will primarily be responsible for greeting individuals, answering questions regarding programs, facilitating client care and engagement, and directing them to the appropriate departments. This position provides support to a large group of programs and individuals. This person must have outstanding customer service skills, excellent oral and written communication skills, strong telephone etiquette, organization and filing skills, strong multi-tasking ability, and maintain a professional demeanor in stressful circumstances. Additionally, this position requires concern for and understanding of low-income people and diverse clientele.

KCR Mission, Vision, & Core Values

Mission:
Kitsap Community Resources (KCR) is a nonprofit, private, social services agency. We are committed to creating hope and opportunity for all low-income Kitsap County residents by providing resources that promote self-sufficiency and stability.

Vision:
We exist with a clear vision of creating a community where everyone has an opportunity to thrive.

Core Values:
Kitsap Community Resources core values are a vital part of each position, and employees are expected to uphold them to the fullest.

• Integrity – taking care to honor our commitments in an ethical manner
• Compassion – genuinely empathizing with those we serve
• Excellence – demonstrating a high level of performance in all we do
• Diversity – showing honor and respect to all individuals we serve
• Collaboration – so we seek out partnership opportunities
• Teamwork – supporting our employees and partners as we fulfill our mission

Job Requirements

Qualifications:

1. Preferred Education: Lived experience with housing or other resource instability and/or experience navigating and receiving services from public systems such as homeless and housing services systems, foster care, the criminal legal system, or behavioral health system; High School Diploma or GED with 2+ years working experience may be substituted for these preferred qualifications.
2. Bi-lingual Spanish a plus
3. Ability to pass State and/or Federal Background Checks as determined by position

Preferred Qualifications:

1. Must demonstrate recognition and compassion for low-income peoples
2. Must be aware and sensitive to Section 504 of the Rehabilitation Act and the American with Disabilities Act (ADA)
3. Must have excellent communication and interpersonal skills to work confidently with clients and staff
4. Must have excellent customer service skills
5. Must be computer literate; experience with Microsoft programs such as Outlook, Word and Excel is a plus
6. Must have experience operating office machines such as multi-phone line systems, copiers, printers, etc.
7. Must be well organized; filing experience is a plus
8. Must be a self-starter with the ability to work independently
9. Must be comfortable with conflict and de-escalating situations
10. Must be able to maintain confidentiality in a high-volume environment

License(s) and/or Certifications:

1. First Aid, CPR, AED training within 30 days of hire

Essential Physical and Mental Functions

1. Position requires intermittent sitting, standing, walking, twisting, and bending
2. Must be able to lift up to 20 pounds
3. Simple grasping and hand manipulation required as well as reaching above and below shoulder level
4. Cognitive ability to recognize and address safety concerns
5. Cognitive and emotional ability to work directly with clients in need, which may include homelessness, mental health issues, substance abuse, or other mental or physical barriers
6. Cognitive ability to discern accuracy and apply to work as necessary
7. Accuracy, good communication, judgement, and the ability to remain calm and provide appropriate advice and information

Responsibilities- Included but are not limited to

1. Reports to and accepts assignments from assigned Supervisor
2. Greet all individuals in a friendly and professional manner
3. Answer questions and facilitate client/visitor needs
4. Prepares staff meeting minutes, various reports, and updates intake form
5. Responds to all department voicemails and email inquiries daily
6. Provides all reception services including greeting, maintaining orderly reception area, monitoring the client wait times, scheduling appointments, and assigning new intakes to Navigator
7. Performs data entry into the appropriate client databases for all new clients and updates existing household records with new information; this may include Homeless Management Information System (HMIS) and Community CareLink (CCL), and other databases as assigned.
8. Ensures resource availability waitlists are maintained daily and follow-up with partners as required.
9. Direct visitors to appropriate departments as necessary.
10. Answer and route calls, take messages as appropriate, and ensure all visitors sign in and out.
11. Operate and maintain office machines including copier, fax, scanner, computer and multi-line phone system.
12. Assist with Clothing Closet maintenance and fulfilling client requests for clothing and hygiene items.
13. Provide information about all KCR programs and services as appropriate
14. Maintain professionalism and composure in stressful situations; use good communication and judgment to de-escalate conflicts or handle conflict appropriately
15. Attend required staff meetings

Work/Life Balance

KCR offers a robust benefits package to support balance between work and life outside the workplace.

1. Vacation, Sick, Personal Holiday, and other time off for life events such as Jury Duty, Bereavement, etc.
2. 100% Employer paid Medical, Dental, Vision, Life, Long-term and Short-term Disability for employee only (dependents can be covered through payroll deduction)
3. 6.5% Employer Contribution to 401K after first 12-18 months of employment
4. Employee Assistance Program
5. Employee Wellness Program
6. Employee Growth & Development Training Programs

All duties and requirements listed in this job description are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position; employees will be requested to follow any other job‑related instructions and perform any other job‑related duties requested by their supervisor. Kitsap Community Resources reserves the right to determine the contents of KCR job descriptions.

Kitsap Community Resources is an “at-will” employer.

KCR recognizes that ideas come from a varied mix of minds, backgrounds and experiences. KCR is committed to attracting and retaining a varied and highly skilled staff, by honoring experiences, perspectives and unique identities of the community in which we serve. KCR provides equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, nation of origin, sexual orientation, gender identity, genetic disposition, disability, veteran status or any other protected category under federal, state, and local law.

KITSAP COMMUNITY RESOURCES (KCR) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. KCR is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at KCR are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex, pregnancy, age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KCR will not tolerate discrimination or harassment.