Client Navigator

Job Title: Client Navigator

Reports To: Vice President of Community and Client Engagement

Location Phoenix, AZ (Remote Friendly)

Hours: Full-time

About Fresh Start

A pillar in the Phoenix community for 30 years, Fresh Start’s mission is to provide access and resources that help women achieve self-sufficiency and use their strength to thrive. We envision and work towards establishing a future of unlimited opportunities for women.  

Fresh Start empowers women to succeed by providing a wide range of comprehensive, wrap-around services. Our work—centered around helping women achieve economic self-sufficiency and personal empowerment—focuses on five key areas of service provision: family stability; health and well-being; financial management; education and training; and careers. Fresh Start has served thousands of women aged 18 and older, supporting them as they transform their lives and, in turn, transform the lives of their children, families, and the broader community.  

Overview of the role 

Client Navigators at Fresh Start use an innovative approach to support women going through Fresh Start’s Impact Program, designed to support a woman's journey toward self-sufficiency and economic independence. This role combines participant-driven practices with coaching and peer support that ultimately leads her to obtain a self-sufficient wage. The Client Navigator provides support along the Bridge to Self Sufficiency within the Impact Program, which holistically walks a woman through all five pillars of support: Family Stability, Health and Well-being, Financial Management, Education and Career. Client Navigator's duties and activities include but are not limited to outreach and recruitment, client intakes (Connect Sessions), assisting with navigation and follow-through of Fresh Start services, referral to internal and external resources, data management and reporting, and some delivery of services and programs within community engagement and the Impact Program.

• Conduct client intakes (Connect Sessions) and identify and navigate clients through individualized pathways. 

• Support and navigate clients throughout their Impact Program journey by setting action steps that lead to involvement and entry into pillar-specific programs such as education and workforce training programs, family law support, career advising sessions, and more. 

• Provide external community referrals to services not in Fresh Start’s program scope.

• Provide internal referrals and set appointments with appropriate Fresh Start staff and programming when indicated or a need is seen. 

• Build rapport and maintain regular contact with clients throughout their Impact Program journey to ensure all needs are being met and upward movement through the Bridge to Self-Sufficiency is being maintained. 

• Collaborate with other Client Navigators and Fresh Start departments to ensure client needs are being met throughout the organization and that the best resources and support are being given to each client.

• Support outreach efforts in the community and with other community-based organizations.

• Support department programs and org-wide client-facing events.

• Other duties as assigned

Who you are:

Clear Communicator and Active Listener. You are good with your words and others enjoy speaking with you. You communicate well in person and in writing. You understand that being a good communicator requires active listening. 

Organized and efficient. You know how to manage multiple projects and a large caseload. The moment you see a problem, you quickly come up with solutions and then implement them. You reach out for support quickly when needed. 

Relationship Developer. You enjoy and are good at building rapport and trust with others which can in turn enter into a space of collaborative coaching and goal setting within a relationship. 

Empathetic. You care about the wellbeing of women and respect those around you regardless of race, ethnic origin, gender, age, sexual orientation, gender identity, and physical ability. 

Flexible. Our program needs are everchanging along with the needs of the women we serve. You care about staying on the cutting edge with best practices and adapting well to change. 

Team player. You love collaborating. You dig learning from your peers. You’re great at getting/giving respectful and productive feedback from your supervisor and fellow co-workers. 

Passionate. You care about women. You care about Arizona communities. You want to come to work every day and feel. You want to change the world. 

Education & Experience: 

• Bachelor’s degree in Social Services, Human Services, Social Work, Education, Non-Profit Management or another related field or two years of related case management style experience. 

• Some nights and/or weekends required. 

• Occasional overtime required. 

• Bilingual in English and Spanish a plus. 

• Reliable transportation. 

• Occasionally lift to 35 pounds. 

Notice: This job description in no way states or implies that these are the only tasks to be performed by the team member occupying this position. The team member will be required to follow any other instructions and to perform any other job-related duties requested by their manager. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. If other duties become long term, significantly increase the workload of the team member, or require skills that supersede those listed above, the team member should discuss with their manager. The job description may need to be modified. Fresh Start reserves the right to change this job description at any time. Employment with Fresh Start is at-will. This job description supersedes prior job descriptions.

Reasonable accommodation can be provided for a disability that is affected by the above-stated job responsibilities and/or qualifications.