Navigator II, s'well

Job Title: Navigator II, s’well

Department: Operations

Reports To: s’well Manager

CLASSIFICATION: Onsite Monday - Friday; Core Hours 8:00 am - 4:30 pm; some evenings and weekends required

STATUS: Hourly

LOCATION: Causeway Center

PAY RATE: $21.00/hr

COMPANY OVERVIEW

Focused on uplifting our neighbors toward long-term sustainability, Feeding Tampa Bay nourishes human potential by providing access to food and then leveraging that access to connect those we serve with empowering resources. With a commitment to end hunger in our region by 2025, our work is driven by the desire to create health and capability in every family, child, and senior we serve. 

At Feeding Tampa Bay, we are on a united path to transform our community. We thoughtfully drive change while embracing and celebrating our collective impact, as well as the impact of each individual. Through our Grow Code, we strive to honor all, conquer together, be imaginist, speak with truth, and stay rooted in the mission of Feeding Tampa Bay.

SUMMARY

Feeding Tampa Bay’s Neighbor Services program helps with more than just food. We know that surrounding hunger is often challenged with meeting other basic needs, like finding adequate housing, understanding health care options, locating transportation help, or accessing services to support individuals and families. Our trained team cares about our community and works one-on-one to help neighbors navigate an often complicated social services system. 

We aim to empower our community to utilize resources and services that reduce challenges caused by financial crisis. We equip neighbors with knowledge, resources, and opportunities to advance economic mobility, empowering neighbors to have a brighter, healthier future. 

JOB OVERVIEW

The s’well Navigator provides direct support, advocacy, and case management for older adults enrolled in our s’well (Senior Wellness) program. Recognizing the critical impact of food insecurity on older adults, our s’well Program is designed to bring comprehensive support and health into the lives of Seniors. This role involves conducting assessments, developing individualized service plans, coordinating community-based resources, and providing ongoing follow-up to ensure that seniors receive the support they need. The Navigator will also address barriers to care, connect seniors to specialized programs, and promote overall well-being.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Direct Services and Case Management

• Conduct intake and comprehensive needs assessments for older adult clients.
• Develop individualized care plans that address immediate and long-term needs, including food access, housing stability, healthcare, transportation, and social engagement.
• Provide one or more empowerment core services: Food Assistance, SNAP Assistance, Benefits Navigation, Advocacy, Crisis Intervention, and Information and Referrals during each neighbor interaction (community referrals include, but are not limited to: health, mental health, employment, housing, and other community resources).
• Provide Supplemental Nutrition Assistance Program (SNAP) application assistance.
• Coordinate and facilitate access to community resources, government programs, and organizational services (e.g., groceries, transportation assistance, SNAP).
• Provide program-specific interventions tailored to the needs of older adults, such as fall prevention education, benefits enrollment, or social isolation reduction initiatives.
• Centralize the connection between services provided in the Empowerment Center to food resources available at Community Place and within our 10-county region.
• Utilize motivational interviewing, crisis intervention, and de-escalation techniques to create actionable plans for Neighbors.
• Provide exceptional customer service to ensure Neighbors feel welcome and have a positive experience.

Program Operations and Administration

• Support the Manager in planning and facilitating annual program enrollment, from promotion through execution; serve as lead for quarterly enrollment events.
• Maintain ongoing contact with neighbors and oversee/update accurate client records of neighbor engagement in the program in both the documentation and appointment systems. Report other data as required/requested by FTB’s Data and Impact team.
• Oversee documentation of program tracks and track neighbor engagement.
• Monitor and respond to the s’well email, phone line, and voicemail, ensuring enrolled seniors receive accurate and timely updates.
• Coordinate set-up, logistics, and communication for s’well partner classes.
• Facilitate FTB led educational classes for neighbors
• Serve as on-site lead for the s’well+ program from enrollment, transportation, resource connection, and on-site flow to ensure programs runs smoothly and on-schedule
• Cultivate and maintain strong relationships with s’well partners.
• Collaborate with internal teams and partner agencies providers to ensure coordinated care.
• Stay informed about community resources and services; update the NS Resource Database as needed.
• Act as a point of contact (POC) for volunteer questions and concerns, ensuring they feel valued and appreciated as part of the team.

Professional Compliance and Team Collaboration

• Stay current on internal processes, trends, resources, and policies affecting senior services and aging populations. Maintain 30 hours of continuing education training credits per year.
• Participate in outreach events, workshops, and trainings to promote services and build community connections.
• Create a safe environment for Neighbors, volunteers, and team members by practicing environmental awareness, mitigating risks, and implementing safety policies.
• Uphold client confidentiality and privacy standards at all times.
• Actively participate in team meetings, case staffings, and debriefs.
• Cross-train to provide support in various Neighbor Experience areas, including but not limited to: market shopping, Neighborhood Coordination, Navigation, community events, helpline coverage, and follow-up calls.
• Serve as a first responder during natural disasters, supporting community distributions, emergency hotline coverage, and triage services as needed.
• Represent Neighbor Services programs internally and externally to the highest standard.
• Foster a positive and collaborative culture for Neighbors, volunteers, and peers within Neighbor Services.
• Embrace, uphold, and embody FTB’s mission and Grow Code in neighbor, community, and internal interactions.
• Maintain regular communication with supervisor and Neighbor Services Leadership on issues related to neighbor services, community programs, cross-agency departments, and other stakeholders.
• Occasionally represent Feeding Tampa Bay at community events and meetings.
• Assist other Feeding Tampa Bay staff on special projects.
• Commit to upholding policies, principles, and best practices for food safety.
• Other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree and/or 4+years’ experience in social work, human services, counseling, public health, case management, or other relevant/related field
• Customer Service Experience a Plus
• Demonstrates ability to communicate clearly and concisely, both orally and in writing
• Experience working in low-income, culturally diverse community settings and a basic understanding of the challenges and barriers faced when individuals and families seek assistance. Knowledge and experience with homeless or housing-insecure populations is a plus
• Excellent verbal and interpersonal skills; especially demonstrate ability to work with and communicate effectively over the phone and in person
• Knowledge of aging-related issues, benefits programs, and community resources. Experience providing case management or direct service to older adults strongly preferred.
• Experience working in high-stress environments. Preferred experience in crisis intervention, de-escalation, active listening, and motivational interviewing
• Ability to independently oversee multiple projects, taking the initiative to improve the program and smoothly coordinate it while maintaining a very collaborative work style with the Neighbor Experience Team– with oversight of a variety of tasks, flexibility, and adaptability are key aspects of this position.
• Comfortable with public speaking in public, including giving group presentations and training workshops to diverse audiences
• Proven ability to handle and document deliverables and data from several sources. Spreadsheet skills are a must
• Ability to work constructively with individuals (agency staff, the public, and volunteers) from a variety of socioeconomic backgrounds in culturally diverse work environments. 
• Proficient with Microsoft Office, Google Suite, Zoom, and Asana experience a plus. 
• Occasional travel to FTB’s main facility in Tampa for organizational and team events
• Occasional travel required within our 10-county service region
• Possession of a valid Florida Driver’s license
• Bilingual in Spanish a plus