JOB DESCRIPTION - Service Navigator

Position: Service Navigator

Wage: $19.84/hour - $21.21

Reports to: Program Manager

FLSA Status: Non-Exempt

Location: Visalia, CA

Supervises: N/A

Department: Navigation Center

Language: Bilingual in English/Spanish Required

About Family Services: Family Services is a private nonprofit organization, founded in 1983 - helping children, adults, and families heal from violence and thrive in healthy relationships. We serve victims of domestic violence, sexual assault, human trafficking, child abuse, and other trauma with emergency assistance, community-based advocacy, short- and long-term housing, and professional counseling. Our prevention programs help stop the cycle of abuse. We are working to build a community of safe homes, safe relationships, and safe children—which means a safer, healthier community for everyone. Family Services is highly committed to diversity and a workplace environment that respects, appreciates, and values employees from all backgrounds. 

Summary: The Service Navigator is a key advocate and guide for clients, ensuring they are connected to the right services based on their unique needs and circumstances. In this role, you will help clients navigate their service options, assess eligibility, and facilitate pre-enrollment to set them up for success. Your attention to detail and organization will be vital as you document and track client progress in our Client Management System (Penelope), ensuring every service is accurately recorded and delivered on time. Collaboration is central to this position—you’ll partner closely with Program Managers and other team members to provide comprehensive support and ensure clients receive the services they need when they need them. You’ll also be responsible for keeping service notes, follow-ups, and reports precise and up-to-date to support transparency and inform program outcomes for funders and referring agencies. If you thrive in a client-centered environment and excel at juggling multiple priorities, this is the perfect opportunity for you!

Responsibilities:

Client Support & Communication

• Provide exceptional customer service by greeting clients, answering calls, and documenting client activities in the Client Management System.
• Assist clients with pre-enrollment forms, release documentation, and determine eligibility for services and funding sources.
• Maintain an active caseload, ensuring clients are receiving appropriate services, and track the status of referrals.

Program Knowledge & Reporting

• Develop and maintain a comprehensive understanding of all FSTC programs and services.
• Generate accurate service reports for stakeholders and support grant reporting and correspondence.
• Provide service updates and prepare status letters for individuals referred by courts or external agencies, when necessary.

Documentation & Compliance

• Ensure timely and precise documentation of all client interactions, phone calls, scheduling, and service updates in client service notes.
• Prepare accurate closing notes on any service files closed at the Navigation level.
• Adhere to HIPAA, confidentiality, and agency database policies.

Collaboration & Problem Solving

• Work cooperatively with other FSTC staff to navigate clients through the service process and address service concerns.
• Request assistance from a Manager for cases beyond the Navigator’s duties.
• Collaborate with Managers to compile data for administration or funder reports.

Additional Duties

• Provide front office coverage for Program Assistants as needed.
• Communicate needs, concerns, and suggestions to supervisors.

• Support team goals and contribute to a positive work environment.

   

Qualifications:

Education: High school diploma or equivalent. Must be able to work independently &  as part of a team.

Experience: Previous experience working with survivors of domestic violence, sexual assault, or other traumas is helpful. Experience in social services, case management, or client advocacy roles. Familiarity with community resources and services for victims. Experience working with diverse populations and underrepresented communities. Prior work in a non-profit or social services setting is highly desirable Understanding of trauma-informed care principles and practices.

Knowledge & Skills:

• Familiarity with the dynamics of abuse, safety planning, and empowerment models.
•  Understanding of case management and referral processes.
• Strong verbal and written communication skills for interacting with clients, staff, and partner agencies.
• Ability to provide empathetic support while maintaining professional boundaries.
• Detail-oriented with the ability to handle multiple cases, tasks, and deadlines.
• Effective at assessing client needs and finding appropriate services or resources.
• Proficiency in documentation and use of Client Management Systems (e.g., Penelope) for tracking client progress.
• A team player with the ability to work cooperatively with internal teams and external agencies.
• Capable of responding to clients in crisis and providing immediate support or referrals.

Transportation: Valid California Driver’s License, availability of auto for business use, and minimal auto liability insurance as required by law. Must be confident and safe operating a truck and trailer, as well as a van.

Additional Requirements: Must be at least 21 years of age and receive DOJ background clearance.

PHYSICAL DEMANDS & WORKING ENVIRONMENT:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Environment: Standard office; occasional travel from site to site; occasional exposure to the sun, moderate heat, noise, dust, and fumes; stressful calls/situations. The position requires the ability to work evenings and weekends as needed to accommodate participants' schedules. Facilitators must be able to handle sensitive and potentially distressing content with professionalism and empathy. Requires the kind of teamwork, supervision, and personal interaction, that cannot be had in a home office situation; therefore, regular and predictable on-site attendance is a job requirement.

Physical: Primary functions require sufficient physical ability to work in an office setting and field environment including occasional travel to various locations; sitting for prolonged periods; standing for brief periods; climbing stairs; operate modern office equipment. Work requires lifting, stooping, bending, stretching, walking, standing, pushing, pulling, reaching, and other physical exertion.  Lift to 25 lbs.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents and to operate the equipment.

Hearing: Hear in the normal audio range with or without correction.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Capacity to engage in active listening and verbal communication for group facilitation. Works collaboratively with colleagues throughout the organization to model and support effective cross-departmental partnerships, trauma-informed practices, resiliency-building, and commitment to diversity and inclusion. Demonstrate awareness and competency in providing services to multi-ethnic, multi-cultural groups and individuals. Must be able to work effectively with individuals from diverse socioeconomic and cultural backgrounds. Remain alert and aware of your surroundings at all times.

Family Services is an Equal Employment Opportunity Agency. The conditions described above must be met by an employee to successfully perform the job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements, which may change from time to time based on business needs. When appropriate, reasonable accommodations that do not create an undue hardship to the Company may be made to enable individuals with disabilities to perform the essential functions of the job.

To Apply

Complete our online application below or download and submit an employment application with a resume and cover letter by one of the following methods:

E-mail: info@fstc.net

Fax: (559) 732-1987
 

The conditions described above must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Family Services is an Equal Employment Opportunity Employer.