Community Resource Navigator
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The Houston Food Bank Community Assistance Program (CAP) assists clients with applying for state public benefit programs such as SNAP (Formerly known as Food Stamps), Medicaid, CHIP (Children’s Health Insurance program), and TANF (Temporary Assistance for Needy Families). Field workers travel to social service agencies in HFB’s service area and provide connection, education and empowerment while also providing application assistance to clients for state public benefit programs. Staff also provide application assistance to clients through community events, agencies, over-the-phone and at HFB branch sites.
The CAP Community Resource Navigator (CRN) will be responsible for providing state public benefit assistance at various sites in the community, through community events, agencies, over-the-phone, virtually, at HFB’s branches and 11 surrounding counties. The primary function of this position will be to provide state benefit application assistance and referrals to low-income Texans seeking social services. The CRN will be responsible for assessing applications, handling client documentation, collecting information, entering data and providing great customer service. This position will work closely with food bank community partners and other service agencies.
- BA in Social Work, Social Sciences, Marketing, Business or closely related field preferred or 60+ college hours in a related field
- 2 years of related work providing case work or case management services to clients
- Must have a valid Government issued driver’s license, insurance, and reliable transportation
- Experience in a social service agency preferred
- Proficiency using Microsoft Office Programs, such as Word, Excel, PowerPoint, Outlook etc. a must
- Ability to understand and follow directions and complete complex state benefits applications
- Must be able to perform basic mathematical functions such as addition and multiplication
- Must possess excellent written and verbal communication and customer service skills;
- Bi-lingual English/Spanish Preferred.
- Strong customer service skills and willingness to assist others
- Able to communicate complex information clearly
- Attentive to detail
- Strong ethical character
- Ability to work with people from a variety of backgrounds
- Ability to juggle and adapt and to multiple projects with attention to detail and accuracy while adhering to deadlines in a high-energy, fast-paced environment.
- Strong problem-solving abilities
- Able to work cooperatively and coordinate well with other departments, personnel, volunteers, and clients.
- Ability to operate computer, copier, and other business equipment
- Ability to organize work, time, and self
- Attention to detail, accuracy, and complying with deadlines
- Ability to work independently with minimum supervision
- Ability to pass a background check administered by the Houston Food Bank and HHSC.
- Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
- Ability to interpret instructions is a must.
- Ability to perform basic math skills, use decimals to compute ratios and percent’s, and to draw and interpret graphs.
- Ability to read a variety of books, magazines, instruction manuals, professional journals, and technical procedures. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation and variation in word order; using present, perfect, and future tenses.
- Manual dexterity sufficient to reach/handle items, works with fingers, and perceives attributes of objects and materials.
- Ability to effectively present information verbally and respond to questions from clients, co-workers, and the public. Ability to speak accurately and confidently.
- Able to hear average or normal conversations and receive ordinary information.
- Frequent and regular movements using the wrists, hands, and fingers.
- Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
- Medium to heavy work; exerts up to 50 lbs. of force about three times a week by transporting, carrying, educational materials and supplies.
- Experience providing case work or case management services preferred; experience in determining eligibility for city, county or state benefit programs, knowledge of HIPAA laws and compliance preferred. Complete complex state benefits applications preferred.
- Ability to understand and follow directions required.
- Must be proficient in using Microsoft Office Programs, such as Word, Excel, PowerPoint, Outlook etc.
- Possess excellent written, verbal communication and customer service skills.
- Bi-lingual English/Spanish Preferred.
Major Responsibilities and Duties:
- Provides application assistance to clients for public state benefit programs via the Texas Health and Human Services online application (Self Service Portal) and/or paper application(s) at Field Sites, processes expedite worksheets, and assigns a file date to case including making sure that filing deadlines are met.
- Assist client in gathering all required documentation, if necessary; and provide guidance on additional documentation that may be requested of client.
- Increase awareness to local community through education regarding program and policy requirements.
- Track enrollment and troubleshoot state program applications as assigned.
- Inform and educate clients on program benefits via different approved communication methods e.g., in person, over the phone, virtually or through email.
- Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Communicate with appropriate parties on verification issues.
- Maintain community engagement by connecting clients and referral partners.
- Plan, market and facilitate education sessions which include working with internal and external partners.
- Develop and post/distribute approved educational materials to social services agencies, and partner agencies including HFB.
- Responsible for the security of all issued equipment and supplies; including, but not limited to laptops, cellular phone, portable scanners, etc.
- Meet all contractual requirements and deliverables.
- Ensures HIPAA compliance by safeguarding client’s information.
- Navigator helps assist with training new staff through observation and daily process review.
- Performs as a first responder in case of natural disaster.
- May be required to drive and operate a company class C vehicle, training available.
- Accurately enter client data, and collect, verify, and scan appropriate documents into the eligibility database according to Eligibility Policies and Procedures.
- Submits timely and accurate daily client information on required reporting platforms.
- Comply with Departmental, HFB, Feeding Texas, State of Texas-HHSC reports and timelines.
- Attends meetings, presentations and trainings as required and on time.
- Complies with and meets departmental goals and objectives.
- Conducts work in a professional manner under a variety of conditions.
- Attend necessary meetings, presentations, and other activities.
- Develops and maintains good communication about work activities with management and staff
- Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one’s circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what’s right and taking action. Transparency: Doing things openly and honestly.)
- Perform other duties as assigned.
Supervisory Responsibility (Yes/No): No
It is the policy of the Houston Food Bank to provide equal employment opportunities to all qualified applicants for employment and employees in compliance with federal, state, and local laws. This means that the Houston Food Bank does not discriminate on the basis of a person’s race, sex, sexual orientation, color, religion, national origin, age, military and/or veteran status, disability or any other characteristic protected by applicable federal, state, and local laws. This Policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, training, promotion, termination, layoff, leaves of absence, and compensation.
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Filling pantries. Filling lives.