Service Linkage Worker

The Montrose Center; Houston (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

The Montrose Center is hiring a Navigator to guide clients through the Integrated Client Journey, assess readiness, and connect them with tailored services. You will meet clients on-site or at convenient locations, document every encounter, and collaborate with the Program Director to ensure effective case management.

Qualified candidates hold a Bachelor’s in social/behavioral sciences and demonstrate empathy, active listening, and a strengths-based, client-centered approach.

Qualifications

• Bachelor's degree in social or behavioral sciences; substitution allowed 1:1 with paid experience.
• Empathic, compassionate, non‑judgmental, motivating and encouraging approach.
• Strengths-based and relational approach; cultural humility.
• Knowledge of community resources for financial stability and benefits.
• Ability to respond compassionately to persons living with HIV and their families.
• Ability to cope with stress and client crises with supervision or counseling when needed.
• Good interpersonal skills and ability to work on a team.
• Access to reliable transportation and a Texas Driver’s License.

Responsibilities

• Assess client readiness for the ICJ and assist toward self‑sufficiency and well‑being.
• Use coaching skills to connect clients to services via referrals and goals.
• Provide direct service on-site or by phone, text or email.
• Stay current on resources and facilitate essential referrals.
• Document all encounters and follow‑ups within 72 hours.
• Develop individualized service plans and re‑assess as goals change.
• Coach to reduce barriers that may cause disengagement from the Journey.
• Maintain regular contact to identify new needs and support.

Skills

Empathic

Compassionate

Active Listening

Strengths-based

Relational Approach

Cultural Humility

Client-led

Community Resources

Supportive Relationship

Education

Bachelor’s degree in social/behavioral sciences

Job description

Responsibilities

1. Assess potential client’s readiness for the Integrated Client Journey (ICJ) using an assessment approved by the United Way’s Second Century Vision which emphasizes strengths to help clients achieve their goals. Assist clients through the ICJ in a way that is client-driven, accessible and personally successful. Services should assist the client in working towards self-sufficiency and well-being.
2. Use coaching skills to assist the client in navigating services they select to assist them in their journey. The primary function of a Navigator is to connect clients to services through referrals and support. Navigators also assist clients to define goals and then move along their individualized journey.
3. Provide direct service to clients. This includes face‑to‑face contact on site or another location convenient for the client, phone calls, text messages or emails with clients, consultations about services with other service agencies and specific case consultation with the Program Director.
4. Stay current on resources inside and outside the region and provide essential referrals and support relevant to the client’s goals. Facilitate referrals within a network of service providers.
5. Document all service encounters, referrals and follow-ups in electronic records systems within 72 hours of the encounter.
6. Work in collaboration with the client to develop individualized service plans that address their goals. Follow‑up with clients and re‑assess as needs or goals change. Revise service plan as needed.
7. Act as a coach with the client. Identify early in the relationship any risk factors that might cause the client to disengage from Journey. Work to reduce those barriers/triggers that may cause the client to drop out. If the client drops out of the Journey without achieving goals, attempt contact to assist client in re‑engaging.
8. Develop consistent and regular contact with clients to coach and identify any new needs.
9. Ensure client confidentiality and dignity at all times.

Requirements

1. Must have a Bachelor’s degree with a major in social or behavioral sciences. Documented paid work experience in social services may be substituted for the Bachelor’s degree requirement on a 1:1 basis (1 year of documented paid experience may be substituted for 1 year of college).
2. Key skills include: empathic, compassionate, non‑judgmental, motivating and encouraging; uses a strength based and relational approach; exhibits cultural humility; meets clients where they are; encourages the client to lead; strong listening ability; knowledge of community resources; and builds a supportive relationship with the client throughout the journey.
3. Working knowledge of community resources for financial stability; basic needs; mainstream benefits; lesbian, gay, bisexual, transgender, and queer (LGBTQ+) and community support programs.
4. Ability to respond compassionately to persons who are living with HIV and their partners/family.
5. Ability to mentally and physically cope with stresses caused by regular exposure to the effects of clients’ behavioral health issues and respond appropriately to client crises and seek help in coping when needed through supervision, case consultation or counseling when needed.
6. Ability to respond compassionately to persons and their partners/family.
7. Ability to develop creative responses to complicated roadblocks involving ALICE clients.
8. A perspective accepting of a wide variety of people’s problems, attitudes and lifestyles. Good interpersonal skills and the ability to work on a team.
9. If in recovery, no less than two (2) years.
10. Access to reliable transportation, a current Texas Driver’s License and auto insurance.

Equal Opportunity Employer

It is the policy of the Montrose Center to recruit, hire, train, compensate and promote staff members on the basis of merit and without discrimination on the basis of age, sex, race, national origin, disability, religious preference, marital status, parental status, pregnancy, political affiliation or belief, sexual orientation or gender identity or expression.