Client Services Navigator, MU (Coordinator) - Hybrid

United Way Miami is dedicated to making a difference in the community by addressing complex issues related to education, financial security, and health. The Client Services Navigator will serve as a primary point of contact for clients, helping them access and navigate a range of services while building relationships and coordinating resources for effective support.

Responsibilities

• Provide individualized support to veterans and families facing financial, housing, legal, employment, and benefits challenges by connecting them to services and supporting timely outcomes
• Conduct holistic assessments to identify barriers, goals, and priority needs
• Develop individualized plans by coordinating services with trusted veteran partners and local programs
• Assist with benefits navigation, intake, documentation, and follow-up to ensure timely access to services
• Maintain confidentiality and follow best practices when handling sensitive information
• Track engagement and outcomes to support program goals and improvement
• Educate clients on available resources, programs, and how to navigate systems independently, promoting self-sufficiency and informed decision-making
• Commit to staying up-to-date on relevant topics and resources to educate clients
• Organize and facilitate group sessions, workshops, or informational meetings that address common client concerns (e.g., financial, employment, legal, and benefits navigation)
• Provide telephone support for the program that includes but is not limited to: answering calls; recording and delivering accurate messages; referring complaints and requests for information to appropriate staff, and following up as needed
• Provide administrative support and follow-up for the MISSION UNITED program that include, but is not limited to: helping clients navigate the intake process, sending and requesting information from partners, and maintaining timely documentation from clients and partners to ensure completeness and accuracy for service coordination and approvals. Follow up with clients and service providers to support the timely submission of required materials. Maintain accurate, organized, and up-to-date case files in alignment with Mission United standards and confidentiality protocols
• Manage relationships and communication systems with key program partners and priority client referrals, including Legal Service of Greater Miami, Center for Financial Stability, Upskill Miami and community partners
• Engage in outreach activities to identify underserved populations and connect them with relevant services, including partnerships with community organizations and service providers
• Understand United Way and effectively interact with other areas internally to maximize and leverage opportunities
• Collect and track information; manage databases; prepare reports
• Conduct research and special projects as needed
• Track client service usage and outcomes, providing reports on service effectiveness and client satisfaction to improve service delivery
• Provide programmatic input and feedback to improve service delivery, program effectiveness, and innovation
• Provide weekly, monthly, and quarterly reporting as requested by the supervisor

Skills

• One to three years of experience in case management, social services, or veteran-focused programs
• Advanced Outlook
• Advanced Microsoft Office suite
• Must be detail-oriented and able to multitask in a fast-paced environment
• Strong customer service skills required
• Ability to function in a team environment
• Proficiency in written and spoken English is necessary
• Spanish speaking ability is required
• Associate degree preferred or equivalent experience
• Knowledge of military culture and systems strongly preferred

Benefits

• 3 WKS+ Vacation Paid
• 12 Paid Holidays
• 12 PTO Paid Days
• Competitive Health Benefits Package
• Wellness Program Reimbursements up to $50/month
• Short Term Disability at NO COST
• Life Insurance & AD&D 2X Annual Salary at NO COST
• Employee Assistance Program
• Retirement Plan UP TO 6% Employer Funding
• Professional Development Opportunities
• Discounted On-Site Early Childhood Care
• Tuition Assistance for Early Education Degree
• Free Monthly Transit Card
• Vacation amounts may vary based on roles, schedules, and years of service

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