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Community Navigator: Day/Evening Shifts (P2P)

Date Posted:  Apr 13, 2021
Requisition ID:  173501

Indianapolis, IN, US, 46204

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. We are proud to be an equal opportunity employer. 


About the Family & Social Services Administration (FSSA): 

FSSA was established by the Indiana General Assembly in 1991 to consolidate and better integrate the delivery of human services by state government. FSSA is a health care and social services funding agency. Ninety-four percent of the agency’s total budget is paid to thousands of service providers ranging from major medical centers to a physical therapist working with a child or adult with a developmental disability. The six care divisions in FSSA administer services to more than 1.5 million Hoosiers. FSSA’s mission is to compassionately serve Hoosiers of all ages and connect them with social services, health care and their communities. 


Shift:  This posting is assigned to the Day and Evening shifts, Sunday through Saturday:  Day Shift hours are 7am to 6 pm -  start/stop times may vary. Night Shift hours are 2:30 pm - 11 pm.


Salary:   The annual minimum starting salary for this position is $ 35,568.00. 

About the Job:

The Community Navigators help people to identify their goals, prioritize their needs, and connect them to valuable community resources. Community Navigators are skilled in helping individuals, families and providers identify, understand and effectively use the programs that are part of the human service delivery system.  Additionally, they serve as knowledge brokers in health and human services by utilizing excellent communication skills, expertise and compassion to identify and provide high-quality resources.

A Day in the Life:

  • Respond to individuals via phone, email or text messages and provide effective resource navigation.
  • Provide excellent customer service at all times and responding to each inquirer in a professional, nonjudgmental, culturally-appropriate manner.
  • Establish rapport to build the groundwork for problem solving with end user . 
  • Maintain rapport by conducting professional assessment to determine needs (includes unstated and unmet needs) and collecting demographic information using non-integratory methods.
  • Utilize highly developed critical thinking skills and reasoning to connect the dots on complex issues, uncover root causes of issues and identify alternative solutions for unmet needs.
  • Use effective crisis intervention skills and suicide prevention tactics when responding to individuals who are in distress.
  • Provide detailed referrals that includes all pertinent contact information and steps involved, which empowers caller to seek the assistance they are needing.
  • Identify opportunities to advocate to eliminate barriers to service, reduce potential for harm and provide more immediate access to services.
  • Utilize problem solving skills to collaborate with case managers, healthcare providers or other professionals to support them in their daily work.
  • Be available to work on-call, during times of disaster including evenings, weekends and holidays.
  • Understand and consistently follow program protocols in completing client demographics, referrals and needs documentation in a timely matter.
  • Make sure documentation accurately reflects what transpired during the interaction.
  • Complete optional fields whenever information is available, including efficiently compiling clear, concise contact notes and accurately completing all applicable data forms.
  • Follow procedures when identifying record discrepancies, necessary updates or new resources.
  • Assist with auditing existing resource lists.
  • Research seasonal programs in assigned counties.
  • Identify success stories and other opportunities that will build awareness of and confidence in the broad range of services that 2-1-1 provides.
  • Utilize time available to conduct Outcome Surveys, research agencies and other projects.
  • Actively seek opportunities for development in assigned Area of Expertise.
  • Build relationships and a deeper level of understanding of community programs by attending site visits and appropriate networking meetings.

What We're Looking for:

  • Bachelor’s degree in human services, social work or related field preferred.  Will consider candidate with education and experience that meets or exceeds this requirement   
  • At least 2 years of related experience in non-profit, case management, crisis hotline or information and referral services

What You'll Need for Success:

  • Actively and skillfully conceptualize, apply, analyze and/or evaluate information gathered from assessments
  • Excellent reading comprehension, listening, verbal and written communication skills
  • Ability to maintain a positive, compassionate and professional attitude, even in times of stress 
  • Must have effective active listening and problem-solving skills
  • Knowledge of community, regional and state human and social service resources
  • Ability to multi-task in a fast-paced environment
  • Ability to perform with frequent interruptions and/or distractions
  • Must be able to adapt to and retain constantly changing information
  • Display initiative to take on additional projects and tasks
  • Must be willing and able to meet AIRS certification standards
  • Demonstrated personal computer skills with MS Office applications and other software applications

Supervisory Responsibilities/Direct Reports:

What You’ll Get in Return: 

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Three (3) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers premiums discount for the medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave
  • Free Parking
  • Free LinkedIn Learning

If this is an Intermittent position, the position does not offer benefits and is limited to 180 working days in an eleven (11) month continuous period.


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis