Resource Navigator

Position:  Resource Navigator

Full Time:  36 Hours per week

Purpose of Position:

Functions as a front-line Resource Navigator with an understanding of the community and population served, as well as knowledge of community resources available to assist in addressing Social Determinants of Health (SDoH) to achieve health equity for individuals and families. Populations or SDoH served may include early childhood, behavioral health, homelessness, elderly, and those in crisis situations. Resource Navigators with experience or education regarding behavioral health and/or interpersonal violence may also provide biopsychosocial assessments and coordinate with behavioral health agencies and medical practices to address client needs. The Resource Navigator serves as a liaison, link or intermediary between health and social services and the community to facilitate access to services and improve the quality and cultural competence of service delivery. The Resource Navigator builds individual and community capacity by increasing health knowledge and self-sufficiency through a range of activities such as outreach, community education, informal counseling, social support, and advocacy. 

This position will primarily serve at one or more community agencies, such as AYA, Hub07, etc.  The Resource Navigator will serve as the connector between identified needs and resources available in Kent County and the agencies in which they are placed, acting as a link between the site and the array of social services available.

This position will be responsible for ongoing relationship management with staff and acting as a key liaison, including building strong relationships with key stakeholders or referring individuals. This position will work alongside other Health Net staff to drive referrals for social needs screening by promoting the work of Health Net by “selling” the value add of the partnership, providing data and success stories on the effectiveness of screening and resource navigation, attending events, and participating in continuous feedback and collaborative meetings alongside agency staff.

Essential Job Duties and Responsibilities:

• Work collaboratively and effectively within an interdisciplinary team 
• Effectively collaborate with people (staff, clients, doctors, agencies, etc.) from diverse backgrounds in reducing cultural and socioeconomic barriers between clients and institutions 
  • Build and maintain positive working relationships with the clients, providers, case managers, supervisors, and any external staff. 
  • Schedule initial office/home/clinic visits and/or conduct phone calls with clients to complete assessment, provide education, and connection with resources and/or provide referrals to outside agencies, including applications for programs for which they may be eligible. 
  • Consistently offer additional office/home visits to clients as needed. Resource navigation will primarily be face to face and may require a home or community visit based on client needs and referral options. 
  • Interpret information gathered during initial outreach and identify client needs and appropriate course of action, i.e., referral to community resources, education, etc.  
• Assist clients in accessing health related services, including but not limited to obtaining a medical home, understanding medical home policies, and overcoming barriers to accessing needed medical care and social services 
• Provide de-escalation intervention to clients/providers as needed. 
• Promote positive decision-making, stress management, and coping skills with clients and families. 
• Utilize principles of Motivational Interviewing and Stages of Change to appropriately discuss client’s behavioral changes regarding their healthcare choices and SDoH needs. 
• Document in the database all client and provider consultations, contacts, attempted contacts, and client action plans and interventions; provide timely and professional feedback to providers on outcome of their referrals. 
• Facilitate communication and coordinate services between providers 
• Maintain positive relationships with outside community agencies and stay updated on new or existing programs.  
• Attend ongoing training and education related to SDoH needs and community resources. 
  • Maintain consistent communication and teamwork among the main points of contact at place-based sites, including preparing and participating in collaborative meetings, ensuring client feedback is relevant and timely, and addressing concerns should they arise. 
  • Initiate communication with staff regarding Health Net’s screening and outreach position at each place-based site, with the goal of driving referrals to services and providing education regarding Health Net’s role in addressing SDoH. 
• Ability to report out on data and success stories, as needed, to key stakeholders. 
• Represent Health Net at outreach events that promote screening, outreach and navigation services. 
• Understanding of the operations, functions, policies, and procedures associated within the program area, including supporting external agencies, and procedures and resources available to handle new, unusual or different situations 
• Adhere to the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and all related legislation to safeguard Protected Health Information (PHI). 
• Other duties as assigned.
• Position will primarily be placed at various social services agencies, with a mix of hybrid options to work from home based on agency decision and work performance. 

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

PART II: QUALIFICATIONS

Education, Skills and/or Experience: 

• High School diploma or equivalent required. Candidates with degrees, certified Community Health Workers, or Social Workers are encouraged to apply. 
• Willingness to pursue Certification as a Community Health Worker or maintain current certification or licensing pursuant to degree. 
• Knowledge or experience working in the healthcare system, early childhood, home visiting, case management or behavioral health strongly desired. Candidates with experience conducting home/office visits preferred. 
• Bilingual (Spanish/English) strongly desired 
• Knowledge of community resources 
• Possess the knowledge, skills, and experience necessary to provide effective resource navigation and short-term solution-focused engagement, including basic Motivational interviewing techniques.
• Experience in partner collaboration, strong and competent communication skills (written/verbal), and ability to promote Health Net independently. 
• Competent in Microsoft Office computer applications (including Word, Excel, PowerPoint, and Access), internet usage, and use of office machines. 
• Moderate level of prioritization and organization skills. 
• Ability to accept and act upon constructive feedback in both verbal and written forms.
• Ability to exercise independent thinking and discretion with respect to client complaints, disputes, and grievances.
• Valid Michigan driver’s license, automobile insurance and a reliable vehicle. 
• Embrace the concept of continuous learning. 
• Demonstrated ability to work within a team-based environment. 
• Ability to build and maintain relationships with a diverse population. 
• Ability to work independently with minimal supervision 
• Moderate level of creativity. 
• High degree of confidentiality 
• High degree of advocacy 
• High degree of problem solving 

PART III: SCOPE 

Professionalism / Standards of Conduct:

• Demonstrates self-directed, self-motivated, responsible behavior.
• Able to think independently and make sound judgments. 
• Maintains a high level of confidentiality and is non-judgmental.
• Demonstrates a high level of cultural competency in the daily performance of duties.
• Informs supervisor of challenges; seeks guidance as needed.
• Assumes responsibility of continuing education and improvement to enhance skills.
• Ability to discuss and understand the issues that surround health equity and health care systems.
• Follows all federal, state, and local laws/regulations and Health Net of West Michigan policies and procedures
• Able to use a high level of critical thinking skills to make sound assessments, implement plans and re-evaluate health outcomes. 
• Flexible with schedule, tasks, and settings. 
• Recognizes when there is a need for adjustment and flexibility. 
• Supports and cultivates self and fellow team member’s growth and development; remains informed of current changes and trends affecting resource navigation and coordination. 
• Demonstrates and utilizes knowledge of appropriate resources with the company, health care system, and community. 
• Demonstrates excellent customer service performance on all contacts with internal and external customers, with attitude and actions that are consistent with the organizational values listed below.
• Ability to prioritize and manage multiple priorities and projects while meeting deadlines and expectations.

PART IV: WORKING CONDITIONS

Physical Demands/Work Environment:

• An initial 30 days of employment will consist of office, place based, and hybrid training. 
• Work locations (place-based, hybrid, etc.) determined by need, work assignment, and work performance (quality/quantity), which will be evaluated after 90 days, and annually thereafter. 
• Employee is regularly required to sit, stand, walk, reach with hands and arms, talk, and hear.
• Ability to lift and/or move up to 30 pounds.
• Moderate level of stress due to nature of work alongside vulnerable populations. 
• Moderate level of stress caused by tight deadlines.
• Moderate levels of mental and/or visual fatigue and/or eyestrain may result from looking at a computer screen for extended periods of time.
• Occasional travel required
• The somewhat open floor plan requires the ability to work in an office environment with moderate noise levels and activity.
• Travel within the community to areas which are not barrier free. 
• Possible work outside of normal business hours. 

Our values are grounded in the pursuit of community well-being and equitable systems that allow all to access critical resources within our neighborhoods. Our unique care model advocates for every person living in Kent County to receive the care they need to live healthier lives.   

• Well-being and Equity - Healthcare is a basic human right. Well-being and equity are foundational elements of our organization in which we work to build a culture that advocates for the well-being of our staff, clients, partners, and neighbors. Our actions, in partnership with community, create space to build trust, mutual respect, honesty, and shared progress towards this vision.   

• Collaborate - The framework of our approach relies on mutual trust and co-creation. We elevate the voices of those we serve to influence systemic change by convening stakeholders from a variety of specialties, lived experiences, and backgrounds to develop client-centered approaches to accessing resources. 

• Adapt - As an accessible organization, we are both proactive and responsive.  We work with clients and partners to implement innovative solutions and streamline system processes to address the needs of our community. 

• Respect - We work to dismantle the system of institutional racism and bias that prevents all our clients and neighbors from accessing the tools and resources they need. We honor differing lived experiences and recognize the historical trauma inflicted upon communities of color, LGBTQ, and our neighbors with disabilities. We build trust through consistency and integrity in our relationships. 

• Educate - We are students, educators, coaches and collaborators. We equip people with the information they need to navigate the complex healthcare and social services systems by highlighting the natural skills each client has to advocate for themselves and others. We create opportunities to share information and encourage ongoing learning among our staff, partners, and clients.