Bilingual Resource Navigator
739 Paw Paw Drive, Holland MI 49423
Direct Service /
Part-time, hourly /
On-site
About Community Action House
Since its founding in 1969, Community Action House has been the focal point of community efforts to provide critical support and pathways out of poverty for our neighbors in need. Our community-powered work takes a client-centric approach that meets people wherever they are at and offers services that enhance ownership and agency. Our work is organized in three interconnected areas: Food Access, Resource Navigation, and Financial Wellness. Welcome, excellence, and collaboration are some of our core values. Learn more at www.communityactionhouse.org.
In October 2021, we launched our new ‘Food Club & Opportunity Hub’ to expand efficient, impactful healthy food assistance with the on-site integration of other pathway programs. More recently, we announced a partnership with Dwelling Place to help address the affordable housing crisis here in Holland. In July 2023, we publicly launched our expansion of Lakeshore Food Rescue (www.lakeshorefoodrescue.org).
Organizational budget: $9M-10M (inclusive of $5M in-kind support)
Agency Size: 60-70 staff and 2,300+ annual volunteers
Our Values
Who we are. Who we aspire to be. What drives us. What unites us. Learn more, here!
- Radically Welcoming
- Guest-Centered
- Lead with Kindness
- Curiosity-Driven
- Always Improving
- Collaborative by Design
- Contagious Commitment
- One Team
Position Details
Position Type: Part-time, Regular, 20-28 hours/week (including evenings and Saturdays on a rotating basis)
Overtime Status: Non-Exempt
Reports To: Senior Manager of Resource Navigation
Direct Reports: None
Department: Guest Services & Resource Navigation
Primary Location: Food Club & Opportunity Hub
Compensation & Benefits: $19 - $21.50 hourly
Summary
The Resource Navigator works with Food Club guests and community members to connect them to Action House programs and services, as well as external resources to help remove barriers for our guests. This role develops relationships with guests, especially our Spanish speaking guests, and evaluates needs onsite and at satellite locations, while assisting with intake paperwork and making internal and external program referrals. This position will require the desire to build relationships with new people, passion for resource connection, and a strong attention to detail.
As a Resource Navigator, you’ll be responsible for reaching out to our guests and neighbors in need who are accessing our programs, including Food Club, Financial Wellness, and Outreach, with a caring hand to help support and connect them to internal and external resources. You’ll often serve as the first point of contact for our Spanish speaking guests and will help them navigate Community Action House’s many programs and resources, as well as general resources in our area.
Responsibilities & Essential Duties
- Build relationships, evaluate guest’s needs, and provide assistance to our program guests and neighbors through triage calls and light case management.
- Assist guests with intake paperwork across organization’s program offerings, including Food Club, Guest Services, Financial Wellness, and Outreach programs, in the greater Holland/Zeeland area at established “inreach” service locations such as Herrick District Library, Community Kitchen, Refresh, Food Club and throughout the community.
- Based on guest’s needs, provide internal and external resources and accountability, while ensuring follow up and completion of internal and external referrals.
- Verify program eligibility requirements for guests and referrals, and determine the correct entry point into Action House programming.
- Assist guests with a variety of tasks including applying for benefits from local, state, and federal agencies and providing follow up when necessary.
- Update and learn about new community, local, state, and federal resources that may benefit our guests, as they become available.
- Maintain timely and accurate program and client records and update and manage resource documents.
- Support the team with guest follow-up, data entry, case notes, and reports when necessary.
- Analyze guest data to better understand service gaps and increase quality of service.
- Work collaboratively with a cross functional team to ensure highest client service and to ensure programming efficiently and effectively helps our guests build skills to achieve a stable and prosperous life.
- Provide outstanding client service and interaction.
Supervision Received
- Specific Direction: Receives detailed work instructions or guidance for performing repetitive tasks. Supervisor monitors progress and provides feedback or correction as needed to ensure that tasks are completed according to expectations.
Education & Experience
- 2+ years of relevant experience required
- Some college required. Bachelor's Degree preferred; or in place of a degree, equivalent years of experience
- Advanced training on and/or knowledge of motivational interviewing, mental health first aid, de-escalation etc.
- Valid driver’s license (or ability to obtain)
- Bilingual Spanish proficiency required
Qualifications
- Previous experience with case management or casework required, ability to provide deeper case management preferred.
- In depth knowledge of Action House programming and local resources.
- Demonstrated, strong working knowledge of MIBridges and other government and community resources.
- Strong knowledge of homelessness in the community and housing resources, including homeless verification letters, HUD, and how, where, and when to refer guests who are unstably housed.
- Advanced training on and knowledge of motivational interviewing, mental health first aid, de-escalation, etc.
- Understands stages of change and is able to meet clients where they are at.
- Demonstrated ability to set boundaries and to practice self-care.
- Deep understanding of government IDs/ID document applications.
- Strong customer service skills with the proven ability to work with diverse populations.
- Interest in social services/human services, previous experience preferred.
- Strong, active listening skills and ability to offer empathy.
- Skilled in conflict resolution (CPI) and crisis management.
- A team player with a flexible and creative approach within a friendly, yet demanding, work environment.
- Ability to handle a variety of constituencies, manage multiple tasks simultaneously and thrive in a complex environment with multiple priorities.
- Self-reflective, humble, and able to compassionately engage and process with coworkers and diverse populations with a history of trauma.
- Knowledge of client systems and greater Holland community, particularly the culture of poverty, issues regarding affordable housing, and an understanding of addiction/substance abuse.
- Client management database knowledge preferred.
- Working knowledge of Google applications and platforms.
- Ability to prioritize and manage multiple tasks without direct supervision.
- Demonstrate a genuine passion for our mission and a commitment to upholding our team’s values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, & One Team.
- Ability to work effectively in collaboration with diverse groups of people.
- Willingness and interest in continuous learning and adaptation based on your professional interests and organizational needs.
- A high standard of performance and integrity, and ability to lead by example to foster a positive workplace culture.
- Proficiency in clear and effective written and verbal communication, and ability to develop trusting professional relationships.
Physical Requirements
- Frequently work in stationary position
- Occasionally move about work area
- Occasionally reach with hands and arms
- Occasionally bend, stoop, kneel, crouch, or crawl
- Continuously use eyesight clarity/accuracy or visual perception
- Continuously read and understand written word
- Occasionally drive a vehicle for work
- Continuously operate computer and general office machines
- Occasionally ability to push, pull, and lift up to 25 pounds
Other Factors
- Access to consistent and reliable transportation
- Evening hours regularly, on a rotating schedule
- Weekend hours regularly, on a rotating schedule
Application
Interviews are conducted on a rolling basis until position is filled. To apply, submit resume and 1 page cover letter, depending on position. Contact peopleandculture@communityactionhouse.org with questions.
Equal Opportunity Employer
Community Action House is committed to creating a diverse work environment and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex (including pregnancy, childbirth, medical condition related to pregnancy or childbirth), sexual orientation, and gender identity, national origin, disability, age, genetic information, height, weight, marital status, veteran status, or any other status protected under applicable federal, state, or local laws. We encourage applicants of all backgrounds to apply.
Note: This Job Description is a description of the typical duties of this position, and is not intended to be a comprehensive list of all duties. Job incumbents may be asked to perform other duties as required.
