Program Navigator - Service Coordination, Inc.

Position Summary: The Program Navigator is responsible for providing community support to people with disabilities and their families in discovery and navigation, connecting and networking, and goods and services to enhance their independence and inclusion. They play a crucial role in connecting people with the appropriate resources and services to meet their needs and will work closely with service providers and community organizations to ensure that people and families receive the supports and information they require. They are responsible for the coordination, development and implementation of community education and outreach programs to better support both those served by the organization and people and families unserved in our communities.

SCI Team Member Expectations: All SCI team members are expected to: Ensure services provided follow the organization's mission statement, core operating values and policies and procedures. follow HIPAA, confidentiality and security procedures and principles; collaborate with peers, leadership, and support areas of the organization; actively participate in and contribute to leadership and other staff meetings and trainings; maintains compliance with federal, state, and local employment laws and regulations; follow self-direction and person-centered planning procedures and philosophy; and to foster a culture that values diversity.

Essential Duties:

• Serve as the primary point of contact for people seeking information and referral services via the SCI Statewide Information and Referral Line.
• Establish a rapport and complete an assessment of the person's needs within the context of the family and community.
• Use the Charting the LifeCourse framework Life Domains and Life Stages to identify strengths, barriers, and choices.
• Provide information and education on specific supports and services and provide appropriate referrals based on the person's preferences.
• Provide community education and outreach by exploring and building relationships with service providers, community groups, programs, and other organizations.
• Refer the person and/or family to the applicable application process to determine eligibility for Medicaid State Health Plan and Home and Community Based Waive Programs.
• Document, track, and develop a system of support. This includes gathering, organizing and disseminating information as well as assessing the utilization and customer satisfaction of referrals with the goal of enhancing the quality of referrals.
• Advocate, educate and plan for people with disabilities to live as independently as possible.
• Ensure individuals and families receive the supports that are customized to their needs.
• Develop and offer education and training to families to better equip them to support their loved one with a disability.
• Partner, connect and participate with other community organizations and or events that support families and maximize limited.
• Research and build a robust resource bank that assist in a holistic focus across all life domains and supports integration of services and supports for people to achieve their envisioned good life.
• Develop opportunities for families and people supported to make connections with peers and support one another.
• Connect individuals and families with advocacy resources and groups so that they are truly involved in policy making decisions and influence the implementation, research, and revision of the practices that affect them.
• Ensure all incoming communications. Inquiries (emails, phone calls, letters, or unannounced visits) from individuals, their families, and or community members are responded to in a timely manner.
• Participate in training and professional development activities to stay informed about new resources and services.
• Obtain professional credentials or certifications in information and referral services, such as Alliance of Information/Referral System (AIRS) Community Resource Specialist Aging/Disabilities (CRS-A/D) certification or Certified Information and Referral Specialist (CIRS).

Supervisory Duties:

• None

Education Required:

• Bachelor's degree in a related field (social work, public health, psychology, etc.)

Experience Required:

• Two years of experience in information and referral services, case management, or a related field is strongly preferred.
• Demonstrated knowledge of community resources, social services, and assistance programs.
• Proficient in using technology including databases, internet research and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.)
• Professional credential or certifications in information and referral services preferred.

SCI Value Related Competencies:

• People Come First (Customer Focus): Thinks and acts with people we support in mind when making decisions. Dedicated to meeting the expectations and requirements of internal and external shareholders, uses information and feedback to improve services.

• Building Relationships and Connections: Interpersonal savvy. Relates to all kinds of people. Builds appropriate rapport, uses diplomacy and tact, diffuses high-tension situations comfortably. Establishes and maintains meaningful connections within the community and the organization (internal and external stakeholders)

• Education (Informing Others): Quickly finds common ground to solve problems. Is seen as a cooperative team player. Provides coaching and mentoring to team members. Consistent communicator, provides team members with the tools they need to perform their jobs in a timely manner. Explores all available options to make the best decision for internal and external holders

• Diversity: Values, appreciates and honors the ways in which cultural differences can create value in organizations. Is service oriented: Demonstrates a commitment to the philosophies for services and the goal of independence for the people we serve. Raises awareness in communities to appreciate the similarities and unique gifts of each person. Interacts with all kinds of team members equitably, deals effectively with all races, nationalities, cultures, disabilities, ages, and genders, supports equal and fair treatment and opportunity for all.
• Driving Solutions (Perseverance): Pursues all initiatives with energy, drive, and the goal to succeed.

Job-Specific Competencies:

• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations

• Builds Networks: Effectively building formal and informal relationship networks inside and outside the organization

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

• Courage: Stepping up to address difficult issues, saying what needs to be said

• Cultivates Innovation: Creating new and better ways for the organization to be successful

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions

• Decision Quality: Making good and timely decisions that keep the organization moving forward

• Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

• Ensures Accountability: Holding self and others accountable to meet commitments

• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity

• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people

• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

Physical Demands: Generally, presents standard office environment. Must be able to remain in a stationary position >95% of the time. Continually operates a computer, keyboard and mouse, and other office productivity machinery, such as a calculator, copy machine, printer, and mobile Smartphone device. Constantly positions self to comfortably maintain computer equipment. May occasionally be required to move about in an office setting or position office equipment weighing between 10-25 pounds. Vision abilities required by this job include close vision. Ability to operate a motor vehicle. The person in this position frequently communicates with other people. Must be able to exchange accurate information in these situations.

IT Roles must be able to position self to maintain computers and equipment, including under desks and in server room(s). Frequently moves equipment weighing up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. This job description is subject to change at any time.

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Disclaimer: The recruitment process is approved by Service Coordination Inc.’s (SCI) Recruitment Committee and subject to change based on business needs.

In recognition of the continuing COVID-19 pandemic, SCI and Montcordia are committed to maintaining a safe and healthy workplace. Because of this, SCI is requiring all new hires to be fully vaccinated. New hires will be required to provide proof of vaccination status as part of the on-boarding process. SCI provides reasonable accommodations, absent undue hardship, for medical reasons under ADA and for employees with sincerely held religious beliefs, observances, or practices that conflict with getting vaccinated. You may request reasonable accommodation or other exemption to Sonji Ashford at sashford@sc-inc.org.

SCI and Montcordia are equal opportunity employers and committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, hair texture or protected hairstyle, veteran status, or genetic information. SCI and Montcordia are also committed to providing equal opportunity and access to individuals with disabilities by ensuring reasonable accommodations are provided to participants in the job application or interview process. To request a reasonable accommodation, contact Kathryn Eckert at kathryn.eckert@sc-inc.org or 410-218-5581.

SCI and Montcordia are committed to fostering a safe and productive workplace for all Team Members and individuals engaged in business with the organization. As such, all positions require the completion and passing of a 9-Panel Drug Screening within 48 hours after accepting an offer of employment. A 9-Panel Drug Screening tests for illegal drugs within the State of Maryland.

SCI and Montcordia do not sponsor for immigration, including for H-1B, TN, and other non-immigrant visas, for this role.