Navigation Coordinator

About this role

JOB TITLE:

Navigation Coordinator

FLSA STATUS:

Salary, Hourly Non-Exempt

WORK SCHEDULE:

Full-Time, Hours may vary

REPORTS TO:

Director of Veteran Support Services

Job Summary

Clear Path for Veterans is a Central New York-based national nonprofit organization dedicated to honoring and supporting veterans, service members, and their families through programs that promote wellness, community, and purpose. Founded on the belief that veterans thrive when they are connected, valued, and supported, Clear Path has built a strong reputation for impactful programming, trusted partnerships, and meaningful engagement with the veteran community.

The work will involve performing technical and administrative tasks, encompassing a coordinated effort to complete goals and objectives in support of Clear Path for Veterans (CPV) programs. The Navigation Coordinator is responsible for completing basic intakes, engaging clients in a full intake process, determining appropriate programs and services for clients, connecting clients to staff for programmatic or service-related assistance, managing the intake process related to external partners, distributing program assessments, and other related job duties. This position emphasizes maintaining, developing, and improving upon systems and processes to increase efficiency across all programs. This position reports to the Director of Veteran Support Services.

Primary Functions

Centralized Intake and Coordination

• Interview clients, determine client needs, and assess eligibility for Clear Path programs and services.

• May orient clients to CPV processes and programs.

• Determines and encourages clients to seek services for situations seen or identified during the intake process.

• Maintains client confidentiality by following best practices and existing policies.

• Ensures comprehensive intakes are completed for all eligible clients.

• Conducts intakes and maintains accurate records of client information.

• Administers program assessments at designated points throughout the client journey

• Effectively communicates with program leads to provide client information on eligible clients.

• Gathers information and develops strategies to facilitate departmental needs and achieve goals.

• Completes all program applications and assessments as assigned, including eligibility, registration, enrollment, pre/post quality surveys, and all other required screening tools.

• Work with the program directors to determine suitability for acceptance and enrollment.

• Support program development through ongoing process enhancements.

• Identify and manage future technology integrations aimed at driving efficiency within the intake and assessment process

• Enter and organize prospective client information and receive paperwork or clinical documentation into various electronic platforms, maintaining confidentiality when applicable.

Management, Team Building, Leadership, and Relationships

• Conducts frequent check-ins with program leaders to determine strategic goals.

• Facilitates positive relations with staff, volunteers, guests, and the community.

• Solicits feedback from program staff to assess program issues and assist with finding solutions.

• Coordinates intake meetings with program leads to ensure optimal communication and transparency among key staff members.

• Works in conjunction with the Chief Impact Officer and program directors to discuss client enrollment/alternatives.

• Cultivate and maintain relationships with community partners to facilitate appropriate client referrals when needs fall outside CPV's program scope

Administrative and Miscellaneous

• Unwavering commitment to quality service and data-driven program evaluation.

• Develop and maintain accurate records in compliance with data management standard operating procedures.

• Perform various administrative tasks such as: meeting with departmental staff members to identify and define administrative difficulties; analyzing and developing improved processes; managing daily tasks; and acting as a single point of contact and conduit for inquiries.

• Provide clear and comprehensive information about Clear Path for Veterans programs and services.

• Maintain accurate records using electronic database software.

• Return all client correspondence within 48 hours; 24 hours if urgent or a complaint.

• Collect needed forms and clinical documentation for authorization of services

• Attends and actively participates in departmental and organizational meetings.

• Manages operational and strategic scheduling of planned activities.

• Maintains and updates intellectual property, adhering to brand guidelines.

• Creates presentations, summaries, and helping materials to ensure better communication and understanding of programs and services.

• May aid in collecting basic research data; prepare reports of findings.

• Complete other duties or tasks assigned or needed to complete job responsibilities and support Clear Path’s mission.

Education and Experience Needed

• Bachelor’s degree in social work, psychology, public health, or a related field and experience working with veterans preferred; OR

• A combination of relevant education and work experience in the above fields equating to a minimum of four (4) years.

• Experienced in process improvement and data analysis.

• Customer service experience.

• Proficient in task and time management, sufficient to multi-task across projects.

• Experience using client management software.

• Background and experience with non-profit organizations.

• Excellent verbal, written, presentation, and IT skills.

• Experience working with or maintaining extended associations with Veterans preferred.

Skills, Knowledge, and Abilities Needed to Perform Effectively in the Position

• Understanding of and commitment to Clear Path’s mission, policies, and protocols.

• Utilize problem-solving skills to achieve common goals and objectives.

• Exceptional organizatio

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