Service Navigation Manager

Family Peace Center of Washington County

Service Navigation Manager Job Description

Status: Full Time, Non-Exempt (40 hours/week, Monday - Friday, with some evenings and/or weekends required)

Salary Range: $45,000 to $55,000 per year DOE

Benefits: 90% Employer-paid health, dental, and vision insurance; life insurance; employer-match retirement plan; vacation, sick leave, and paid holidays.

Reports to: Director of Services

Position Summary

The Service Navigation Manager provides day-to-day leadership of the Family Peace Center’s Navigation Program, ensuring every survivor receives coordinated, accessible, and trauma-informed support. This role directly supervises Receptionists and Peer Navigators (volunteers, in collaboration with the Volunteer Coordinator), while also stepping in to provide navigation services when needed. As the front-line leader of survivor flow through the Center, the Navigation Manager ensures survivors are welcomed, supported, and connected seamlessly to on-site and off-site partner services. This position reports to the Director of Services and plays a key role in aligning survivor navigation with the Center’s broader service delivery and partner coordination.

Key Responsibilities

Program Management

• Oversee daily operations and continuous improvement of the Navigation Program.
• Supervise Reception staff to ensure survivors and visitors are welcomed with hospitality, safety, and professionalism.
• Ensure all survivors are connected to appropriate partner services through warm handoffs and coordinated care planning.
• Track service delivery, client engagement, and outcomes through accurate data entry and reporting.
• Identify service gaps and propose solutions to improve survivor outcomes.
• Collaborate closely with the Director of Services to align navigation practices with overall service delivery and partner coordination.

Volunteer Supervision

• Supervise Peer Navigators (volunteers) in collaboration with the Volunteer Coordinator.
• Provide trauma-informed supervision, scheduling, and support to Peer Navigators to ensure consistent survivor support coverage.
• Ensure volunteer roles are effectively integrated into survivor navigation and partner agency services.

Direct Survivor Support

• Provide navigation services directly when volunteer or staff coverage is unavailable or when complex survivor needs arise.
• Conduct intakes when needed, guide them in accessing on-site and off-site resources, ensure completion of service access while on site.
• Serve as a compassionate, consistent point of contact for survivors throughout their engagement with the Center.
• Act as the staff liaison for the VOICES Committee of the Family Peace Center, attending monthly meetings.

Community & Interagency Collaboration

• Build strong relationships with all on-site partner agency staff to support seamless service delivery.
• Coordinate with external service providers and community resources to enhance the Navigation Program’s reach.
• Support the Director of Services in facilitating partner coordination and service alignment.
• Participate in outreach activities and presentations to increase awareness of FPC services.

Administrative Duties

• Ensure accurate and timely data entry into client databases.
• Prepare and submit reports on program activities and outcomes.
• Provide accurate program data and analysis to support grant reporting and continuous quality improvement (CQI).
• Assist in developing and refining standard operating procedures and processes for navigation services.

Essential Skills & Competencies

• Strong leadership and supervisory skills, with ability to manage Reception staff and volunteers.
• Demonstrated experience in survivor navigation, advocacy, or direct services.
• Excellent relationship-building and interpersonal skills across diverse groups
• Commitment to trauma-informed, survivor-centered, and culturally responsive practices.
• Strong organizational skills, with ability to adapt quickly and problem-solve in a fast-paced environment.
• Effective communication skills, both written and verbal.
• Proficiency in Microsoft Office, Google Workspace, and client data systems (or willingness to learn).

Qualifications

• Bachelor’s degree in social work, human services, or a related field preferred.
• Minimum 2 years of experience working in victim services, advocacy, or navigation roles.
• Previous supervisory experience or demonstrated leadership in staff or volunteer coordination.
• Bilingual (English/Spanish) strongly preferred.
• Must pass pre-employment background check and complete post-hire DV 40-hour training.

90% Employer-paid health, dental, and vision insurance; life insurance; employer-match retirement plan; vacation, sick leave, and paid holidays.

Spanish proficiency strongly preferred