Human Services Navigator in Andover

The Town of Andover is seeking a compassionate, resourceful, and community-minded Human Services Navigator to connect residents with the services and support they need. This position will work under the general direction of the Director of Health and Human Services as a trusted point of contact for individuals and families by assessing needs, providing information and referrals, coordinating access to community resources, and building partnerships that address barriers to health and well-being. The ideal candidate is an effective communicator who builds rapport with people from diverse backgrounds, responds thoughtfully in sensitive situations, and helps strengthen Andover’s network of community support.

Examples of duties:

• Responds to referrals and requests from residents, municipal staff, and community service providers and maintains accurate, confidential records of assistance, referrals, follow-up, and outcomes.
• Assesses individual and family needs and barriers involving housing, food security, transportation, financial hardship, behavioral health, substance use, youth and family services, aging, disability, and other social determinants of health.
• Provides short-term service navigation and care coordination, including referrals, follow-up, and obtaining appropriate consent to share information.
• Provides trauma-informed crisis triage and connects individuals with appropriate emergency and crisis resources. This position does not provide clinical treatment.
• Maintains current information about local and regional healthcare providers, social service agencies, support organizations, and community resources.
• Develops partnerships with nonprofit organizations, healthcare providers, schools, faith-based organizations, municipal departments, and regional agencies to strengthen service coordination and reduce duplication of services.
• Identifies service gaps and emerging community needs and collaborates with internal and external partners to develop appropriate responses.
• Plans and conducts outreach initiatives and represents the Town at community events, resource fairs, meetings, and other activities to increase awareness of available services and connect underserved and vulnerable populations with appropriate resources.
• Collects and analyzes service utilization data, identifies trends, and prepares reports to support program planning, grant requirements, and continuous improvement.
• Supports emergency preparedness, disaster response, and recovery activities involving vulnerable populations, as assigned.
• Participates in relevant training, agency briefings, public health education, and professional development activities to enhance service delivery.
• Performs additional related duties as required.

Qualifications:

• Duties require a Bachelor’s degree in social work, human services, public health, psychology, sociology, gerontology, or a closely related field preferred. An associate’s degree and significant relevant experience may be considered.
• One to three years of experience providing human services, community resource navigation, care coordination, outreach, or related services in a community-based setting; or an equivalent combination of education, training, and experience.
• Experience working with culturally and economically diverse populations is preferred. Multilingual proficiency is desirable.

Skills, Knowledge, Ability:

• Knowledge of community resources, social service systems, and recovery-oriented and trauma-informed approaches to care.
• Knowledge of confidentiality requirements and applicable privacy laws and regulations.
• Ability to assess needs, identify appropriate resources, and coordinate referrals while maintaining professional boundaries.
• Ability to respond calmly and effectively in stressful situations, establish rapport, and de-escalate challenging interactions.
• Ability to work independently, exercise sound judgment, establish priorities, and manage multiple responsibilities.
• Ability to communicate clearly and professionally, both orally and in writing.
• Ability to establish effective working relationships with residents, families, colleagues, service providers, and community partners.
• Strong organizational, critical-thinking, problem-solving, and project coordination skills.
• Proficiency with Microsoft Office, Microsoft Teams, Zoom, Canva, and relevant case-management or record-keeping systems.
• Ability to work effectively and respectfully with individuals from diverse backgrounds. Bilingual or multilingual proficiency is desirable.
• A driver’s license and a car with which to conduct site visits.

Supplemental information:

• Supervisory Responsibility: None
• Physical Requirements: Work is generally performed in an office and community-based environment and requires the ability to operate standard office equipment and technology. Regular local travel is required to attend meetings, conduct outreach, and visit community sites. Occasional evening and weekend work may be required.
• The position has frequent contact with residents, families, healthcare and social service providers, schools, public safety personnel, and other community partners. Interactions may involve sensitive or challenging circumstances.
• The position has access to confidential information and must maintain confidentiality in accordance with applicable laws, regulations, and Town policies.

Grade: IE-16 FLSA Status: Non-Exempt Standard Work Week: 36.25 hours