VIA LINK

Position Summary
The Care Navigator provides direct, person-centered case management to clients accessing VIA LINK's Care Navigation Program, connecting individuals and families to housing, vital records, and other essential services. The Navigator operates within a two-tier service model (light touch and intensive touch), managing caseloads, tracking outcomes, and coordinating with community partners.

Key Responsibilities

• Manage an active caseload of approximately 20–25 clients, applying light-touch or intensive-touch service levels based on client need.
• Conduct intake, assessment, and ongoing case management.
• Coordinate referrals and services with partner organizations.
• Facilitate on-site partner services within program caps (10 clients/month).
• Process Louisiana birth-certificate (vital records) requests within program caps (10 orders/week; out-of-state orders accepted).
• Support disaster-related emergency housing navigation, including intake, eligibility screening (Louisiana residents, governor-declared disaster, client contact within 90 days post-disaster), and escalation of critical, same-night housing needs to the Program Manager or VP.
• Submit client-needs-fund requests for VP/CEO approval as needed; note that ongoing rental assistance is not covered, while minimal car repairs and reinstating suspended licenses may be considered.
• Maintain accurate, timely documentation of all client interactions and services.
• Follow current 211 referral criteria and escalate any proposed changes for required sign-off rather than implementing independently.
• Participate in ongoing program transition activities as operational systems continue to evolve.

Qualifications

• Bachelor's degree required.
• Experience in case management, social services, housing navigation, or a related human services field.
• Familiarity with HMIS platforms preferred.
• Familiarity with Monday.com preferred but not required.
• Strong organizational skills and ability to manage a caseload across multiple service tracks.
• Ability to work within a structured approval framework for expenditures and program changes.
• Excellent written and verbal communication skills for both client-facing and partner-facing interactions.

Working Conditions

• Hybrid position - time split between off-campus (client/partner-facing) work, in-office days, and one work-from-home day per week.
• Caseload and service caps are enforced per current program guidelines and subject to change as the program transitions.
• Position may involve time-sensitive escalations related to emergency housing needs.

Department: Human Services Analytics & Technology
Reports To: VP, Human Services Analytics & Technology and VP, Administration and Operations
Program: Care Navigation Program