Outreach & Navigation Coordinator

Classification: Full-Time, Hourly, Non-Exempt

Salary Range:  PS 01-04, ($22.75 - $23.79 - $24.86 - $26.33)

Hours and Work Weeks: 40 Hours/Week, 52 Weeks/Year

Supervisor: Outreach & Navigation Supervisor

Positions Supervised: None

Mission Statement:

EightCAP, Inc., improves our community by collaborating with private, government, and community organizations to deliver programs that alleviate the causes of poverty and its effects, allowing individuals to become self-sufficient.

Role Overview

The Outreach & Navigation Coordinator supports the daily operations of the Outreach & Navigation Department by coordinating workflows, scheduling staff activities, providing training and coaching, and ensuring consistent service delivery. This position serves as a resource to staff while helping maintain quality, efficiency, and participant-centered service.

Key Responsibilities

• Operations & Workflow Management
  • Coordinate daily department operations.
  • Schedule staff coverage for phones, appointments, outreach activities, and community events.
  • Monitor workflow and application status.
  • Assist Supervisor with development and implementation of department procedures and service standards.
  • Coordinate department meetings and communication.
• Training & Staff Support
  • Assist with onboarding and training new staff.
  • Provide coaching and support to Outreach & Navigation Specialists.
  • Coordinate cross-training activities with agency programs.
  • Identify operational issues and recommend solutions.
  • Support implementation of Community Health Worker and financial counseling initiatives.
• Quality Assurance & Compliance
  • Conduct file reviews and documentation reviews.
  • Monitor service standards, timelines, and workflow expectations.
  • Assist with compliance monitoring activities.
  • Ensure required documentation is collected and entered into agency systems.
  • Assist with data quality and reporting efforts.
• Direct Service Support
  • Provide direct participant support during high-volume periods, staff vacancies, or other operational needs.
  • Assist with intake appointments and eligibility determination as needed.
  • Support outreach and community engagement activities.
  • Serve as a resource for complex participant situations and service coordination.
• Other duties as assigned.

Our Core Values at Work

• Accountability: Maintains high standards for accuracy, documentation, timeliness, and service quality. Provides consistent file review, coaching, scheduling, and follow-up to ensure work is completed correctly and participants do not fall through gaps.
• Communication: Keeps information moving between Specialists, the Supervisor, programs, and community partners. Provides clear guidance, reinforces consistent practices, and helps resolve questions before they become barriers to service.
• Compassion: Approaches staff support and participant situations with patience, respect, and an understanding that circumstances are rarely one-size-fits-all. Helps the team balance program requirements with thoughtful problem solving.
• Empowerment: Coaches Specialists to develop confidence, sound judgment, and broad knowledge of agency and community resources. Encourages staff to learn from one another, share responsibility, and continuously strengthen their skills.

Required Qualifications

• Bachelor’s degree in human services, Social Work, Community Development, Public Administration, Business Administration, or related field and at least a minimum of three (3) years of relevant experience; or
• Associate’s degree in human services, Social Work, Community Development, Public Administration, Business Administration, or related field and at least a minimum of five (5) years of relevant experience.
• Experience in human services, case management, community services, housing, energy assistance, or related programs.
• Experience coordinating projects, staff activities, or service delivery preferred.
• Strong organizational, communication, and problem-solving skills.
• Ability to train and support staff.
• Valid Michigan driver's license.

Work Environment

This position primarily works in a professional office environment and routinely uses computers, telephones, and other standard office equipment. The role involves frequent interaction with program participants, employees, and community partners, including individuals and families who may be experiencing crisis or significant barriers. Work may also occur at other agency locations, community events, partner organizations, or participant service settings. The position requires the ability to manage competing priorities, meet deadlines, maintain confidentiality, and respond professionally and compassionately to sensitive or challenging situations. Occasional evening or non-traditional work hours may be required for outreach activities, training, community events, or other program needs.

Travel Requirements

Regular travel within EightCAP’s service area is required for visits to agency locations, meetings, training, outreach activities, community events, and participant or partner locations. Occasional travel outside the service area may be necessary for conferences, professional development, or other agency business. The employee must possess and maintain a valid Michigan driver’s license, a reliable means of transportation, and automobile insurance as required when using a personal vehicle for agency business. Travel may occur in varied traffic, road, and weather conditions. Occasional overnight travel may be required.

Physical Requirements

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this position. The role requires prolonged periods of sitting or standing; movement throughout offices, agency facilities, and community locations; and occasional bending, reaching, stooping, or climbing stairs. The employee must be able to use a computer, keyboard, telephone, mobile device, and other standard office equipment; review written and electronic information; and communicate effectively in person and through telephone and electronic methods. The position may occasionally require lifting, carrying, pushing, or pulling outreach materials, supplies, or equipment weighing up to 25 pounds. The employee must also be able to travel to various work locations and participate in meetings, training, outreach events, and community activities.

Benefits

Benefits include health, dental, vision, life insurance, AD&D, medical flex, and a 401k with a 5% employer match on your one-year anniversary.  

Employment At-Will Statement
This job description is intended to describe the general nature and level of work being performed by the employee assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Employment with EightCAP, Inc. is at-will, meaning either the employee or the organization may terminate the employment relationship at any time, with or without notice, and with or without cause, consistent with applicable law.

Equal Employment Opportunity Statement

EightCAP, Inc. is an equal opportunity employer committed to creating an inclusive and respectful workplace.