Member Navigator

Job Description

Job Description

MEMBER NAVIGATOR

Unit: Youth Services Department

Department: Member Engagement

Reports to: Director, Community Engagement & Program Operations

Classifications: Non-Exempt, Full Time (Administrative)

Essential Functions:

% Time

Role Description

80%

Contractual Obligations

1. Creates a welcoming, youth-friendly, client-centered and inclusive environment in the central lobby, responsive to the needs of vulnerable youth and supportive of the agency mission.

a. Utilize video monitors, manage door buzzers to ensure a smooth flow of youth throughout the central lobby, and effectively communicate youth issues to Admin on Call (AOC), Counselor On-Call (COC) and School Safety Agents (SSAs).

b. Answer general youth member questions about programming and schedules.

c. Support programmatic adherence to safety policies and procedures and assist with the management of security of the site

d. Navigate youth through program space to assist young people with goals and program plans and coordination between programs/services.

e. Assist program staff in ensuring behavioral plans are monitored and enforced.

2. Manage the programmatic aspects of the lobby as a "Front Desk – Welcome Center" for clients:

a. Provide triage and appointment coordination of services for youth seeking services and supports.

b. Assist in identifying presenting needs of youth including case management, pantry services, mental health counseling, legal support, health concerns, HIV testing, etc.

c. Ensure accurate and robust communication of agency guidelines, staff and program schedule changes, closings, special event information, and community resources to all program participants,

d. Prepare materials for daily circle meetings and manage on-call, intake, pantry & appointment boards

e. Act as a liaison to other program staff and on-call counselors for youth with appointments.

3. Assist Directors with providing support to program and administrative volunteers and guest facilitators.

4. Manage all aspects of the Front Desk Administrative Reception duties

a. Maintain order, structure and cleanliness of the front desk area space

b. Answer phones and greet clients and visitors to the Harvey Milk High School and Hetrick-Martin Institute; direct callers and guests to the appropriate staff person as needed.

c. Open and distribute mail, UPS & FedEx deliveries; meter and send all outgoing mail.

d. Order administrative supplies for general programs space.

10%

Programmatic Direct Service

Work closely with other HMI departments and staff to support ongoing programs and services.

a. Outreach and engage youth during Program Common Hours (3:30pm – 7:30pm).

b. Perform general staff duties, such as Café duty, metro card distribution, general event setup/breakdown, etc.

c. Participate and assist with general HMI agency-wide events.

10%

Administrative Duties

Track youth member enrollment/activities, and prepare reports and paperwork requested as needed by agency.

1. Assist with tracking daily client attendance and data collection efforts.

b. Maintain client level data, including follow-up notes and referral logs.

c. Document, code and enter data for program analysis.

d. Submit all necessary documentation to Data Coordinator(s).

As needed

Other duties as assigned by supervisor.

Knowledge, Skills and Abilities Required:

1. Experience as a Receptionist in a fast-paced, high-energy adolescent-serving environment
2. Knowledge of lesbian, gay, bisexual and transgender youth issues as well as multicultural competence.
3. Strong interpersonal and communication skills, including conflict mediation and public speaking.
4. Experience working with diverse communities of adolescents; committed to delivering services that are culturally competent.
5. Detail-oriented, professional and attention to detail.
6. Multi-task oriented.
7. Flexibility regarding hours and work schedule.

1. Excellent Time Management/Customer Service skills.
2. Ability to exercise independent judgment when appropriate; strong decision-making skills.
3. Language Skills: Bi-lingual (Spanish-English) skills preferred.
4. Computer Skills: Intermediate-level proficiency in Salesforce, Microsoft Word, Excel and Outlook.

Knowledge, Skills and Abilities Preferred:

1. Language Skills: Bi-lingual (Spanish-English) skills preferred.

Working Conditions:

1. Work primarily in 2 Astor Place, NYC,
2. Work schedule: Onsite Monday – Friday, 12:00 pm to 8:00 p.m.; flexibility required at times to support agency needs.
3. Be available for Saturday & Sunday work schedules during the June Pride Month annually

Job Posted by ApplicantPro