COOK INLET TRIBAL COUNCIL, INC. 

Job Title:          Navigation Specialist I/II/III

Department:     Financial Assistance

Reports To:       Housing and Navigation Services Manager

Supervises:       None

FLSA Status:     Non-Exempt

Pay Grade:         N3 (I), N4 (II), N5 (III)

Job Type:            Regular, Full-Time

AKBCU:               No                    ICPA: Yes

 

General Functions:

Navigation Specialists serve as the main point of contact for initiating services at CITC, providing support both in person and via MyCITC online systems. These positions support program departments at CITC/ANJC/CSELC through data entry, referrals, electronic filing, participant reception, application processing, appointment scheduling, and inquiry management. Working in partnership with our people, Navigation Specialists help develop opportunities that fulfill our endless potential by connecting participants with appropriate services and resources. The starting level is determined based on qualifications and experience, with progression based on demonstrated ability to handle increasingly responsible assignments.

 

Duties and Responsibilities:

Navigation Specialist I

• Screen and assess participant needs at initial contact, both in person and virtually, to determine appropriate services.
• Greet participants, establish MyCITC accounts, and assess service needs and referral requirements.
• Make appropriate referrals to CITC departments and community partner resources based on participant needs assessment.
• Perform data entry, answer phone calls, receive visitors, and distribute documents to support program operations.
• Maintain accurate and complete participant records in compliance with program and agency procedures.
• Monitor and manage dedicated program email addresses, responding to emails appropriately and within established timeframes.
• Manage voicemails from main line by returning participant messages and providing appropriate resources within 24 business hours.
• Develop proficiency in MyCITC software applications including Apricot, MyCITC, and other communication tools.
• Become proficient in CITC/CSELC/ANJC programs and services as well as community partner resources.
• Promote programs to participants and proactively engage participants to identify service opportunities.
• Participate in required training sessions and meet attendance requirements consistently.
• Maintain confidentiality according to all state and federal regulations, policies, and procedures.
• Deliver supportive resources and tools aimed at promoting client self-sufficiency and empowerment. Example, sharing CITC events and life skills classes.
• Offer empathetic emotional support, listen actively to individuals facing challenging situations, fostering trust and rapport.
• Uphold a professional demeanor, respect, and consistently demonstrate patience and adaptability---especially when addressing complex or challenging situations
• Assist individuals in crisis by providing immediate support and employing conflict resolution techniques to de-escalate tense situations effectively.
• Perform all related duties as assigned.

Navigation Specialist II

• Perform all duties and responsibilities of Navigation Specialist I with a higher level of proficiency.
• Update all resource flyers and informational binders for participants, ensuring current and accurate information.
• Act as CITC service ambassador by proactively building positive relationships and promoting program awareness.
• Build/Maintain current knowledge of community resources to identify and connect individuals with relevant resources. Including public benefits, housing, shelter, and healthcare providers.
• Respond to inquiries from internal and external partners regarding referral processes and program information.
• Manage voicemails and electronic communication to support ongoing participant engagement and outreach.

Navigation Specialist III

• Perform all duties and responsibilities of Navigation Specialist I and II with an advanced level of proficiency.
• Provides oversight as needed to Navigation team members and mentoring to support team development.
• Support training and onboarding of new navigation specialists
• Assist department staff with daily operations, clerical duties, and special projects as assigned.
• Develop comprehensive knowledge of CITC PL 102-477 plan and all CITC programs and services.
• Ensure proper Release of Information (ROI) forms are current and on file for all participants and community partners.
• Assist individuals in navigating application processes for various programs, ensuring clarity and accessibility throughout.
• Provide comprehensive information about CITC programs to individuals signing up for services, facilitating informed decision-making.
• Advocate on behalf of individuals to ensure they receive appropriate and timely services tailored to their needs.
• Collaborate closely with CITC program teams to establish and maintain positive, effective working relationships.
• Assist staff and security personnel in de-escalating participant crises and maintaining a safe environment.
• Execute emergency procedures and contribute to overall department safety and security protocols.

Job Specifications:

• Excellent verbal and written communication skills with ability to interact effectively with diverse populations.
• Strong customer service skills with ability to work professionally in crisis situations and maintain non-judgmental approach.
• Demonstrated knowledge of filing systems, recordkeeping, and ability to alphabetize, code, rank, and sort information accurately.
• Self-motivated with ability to work independently with minimal supervision and initiate new tasks appropriately.
• Knowledge of various software applications, general office procedures, and ability to learn new technology systems.
• Working knowledge of agency and community resources with ability to effectively present information to diverse audiences.
• Excellent organizational and coordination skills with strong critical thinking abilities.
• Demonstrated knowledge and understanding of the social, health, educational, training, and cultural needs of the Alaska Native and American Indian community.
• Group and team facilitation skills with ability to maintain positive working relationships across departments.

Minimum Core Competencies:

CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.

 

Minimum Qualifications:

• Continued employment is contingent upon completion of satisfactory state and federal fingerprint criminal background check.
• ASIST, and CPI certifications, or ability to obtain within six (6) months of hire.
• Knowledge and interest in learning about Alaska Native and American Indian culture and community resources.

Navigation Specialist I

• High school diploma or GED.
• Two (2) years of related experience or equivalent combination of education and experience.

Navigation Specialist II

• Associate's degree in Human Services or related field. Relevant work experience may substitute for education requirement on a year-for-year basis.
• One (1) year of related experience substantially like the Navigation role.

Navigation Specialist III

• Associate's degree in Human Services, Social Work, or related field. Relevant work experience may substitute for education requirement on a year-for-year basis.
• Two (2) years of program coordination or similar experience.

Preferred Qualifications

• Experience in social services or non-profit settings.
• Experience working with Alaska Native and American Indian populations.
• Knowledge of mental health, substance abuse, social work, and workforce development resources.
• Experience with crisis intervention and de-escalation techniques.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• May require prolonged periods of sitting at a desk and consistently working on a computer with repetitive motion.
• The need to occasionally move around the office to access filing cabinets, storage cabinets, and office equipment may be necessary.
• Must be able to lift up to 25 pounds occasionally by utilizing proper lifting techniques and working in a safe manner.

 

Disclaimer
The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.