Virtual Services Client Navigator

Virtual Services Client Navigator

Reports to: Client Services Manager

Summary:

As a Virtual Client Navigator, you will be the first point of contact for individuals seeking services through Palomar’s virtual platforms—including text, live chat, email, phone, Zoom, and social media. In this role, you’ll support survivors of domestic violence, sexual assault, stalking, human trafficking, and elder abuse through a trauma-informed and hospitality-first approach. You will help clients identify their needs, navigate on-site and community-based resources, and access critical services including advocacy, forensic nursing, legal assistance, law enforcement, and child-focused care. Working closely with more than 40 partner agencies, you will play a key role in reducing barriers to safety and healing by providing emotional, financial, administrative, or cultural support referrals. Your ability to build trust, communicate virtually with empathy and clarity, and offer client-centered care will have a meaningful impact on those experiencing crisis and complex life challenges—all while protecting client privacy and confidentiality at every step.

Essential Job Duties:

• Monitor all virtual services options to ensure that clients’ needs and requests are responded to timely;
  • text line (405-355-3556) 
  • call (405-552-1010; 405-552-1074)
  • email ([email protected])
  • website live chat (via salesforce)
  • social media (forwarded from Marketing and Communications Manager)
• Conduct virtual client intakes by gathering demographic information, completing a needs assessment, and reviewing and obtaining informed consent and related documentation.
• Provide crisis intervention as needed via phone, text, chat, and email;
• Provide a warm welcome and trauma-informed guidance to all clients;
• Conduct initial intake/assessment of trauma (if necessary), identify client’s needs, help them prioritize and navigate through the resources available thorough partner agencies at the FJC, provide warm referrals or in-person connections to appropriate agencies to meet stated needs; either in-person or via digital means; 
• Identify and share appropriate alternative resources for individuals who do not meet eligibility criteria for services—such as those outside the FJC service area or without a history of victimization—based on their unique needs and circumstances.
• Translating legal aid documents and other forms as necessary;
• Assure ease of movement among and between services;
• Maintain a safe, welcoming, and comfortable reception area, intake rooms, and victim waiting room; ensure immediate services for health and safety needs are available and accessible to clients as needed;
• Apply creative problem-solving as needed;
• Track and document client movement through services via salesforce, including service notes, client demographic/contact information, and other identifiers needed for grant compliance;
• Provide information on victim’s rights and victims compensation benefits; review information with clients to ensure they understand, and answer any questions that may arise;
• Provide appropriate communications, connections and follow-up with onsite and offsite service agencies and the clients to assure high customer satisfaction;
• Build/maintain working relationships and trust with clients, FJC agency partners and community resource providers.
• Serve as a backup for walkins
• Assist with client follow up and other functions, as needed
• Assist case management team by:
  • following up with clients on waitlist 
  • completing needs assessments 
  • referring waitlist clients to all relevant agencies (excluding housing).  
• Conduct virtual follow up and data entry for clients who left Palomar without connecting with an in-person navigator
• Translate Legal Aid applications to English, deliver to partners weekly 
• Perform other duties as assigned to support the mission and day-to-day operations of Palomar.

Position Requirements:

• Bilingual in Spanish and English preferred;
• Knowledge of best practices related to domestic violence, sexual assault, and stalking, including but not limited to survivor identification, safety planning, trauma-informed implementation, and confidentiality;
• Familiarity with community resources available to clients in crisis, including on-site and off-site partners, shelters and housing programs, observation facilities, counseling services, and treatment options.
• Ability to pass background check

Physical Requirements:

• Regularly required to sit and work at a computer for long periods of time in an office environment. 
• Lift/move/carry weight up to 25lbs.
• Must be able to hear and speak English.
• Visual acuity to read and draft reports, case notes, letters, etc. 
• Manual dexterity to use and operate a computer. 
• Noise level in the office is quiet to moderate; and a non-smoking environment.

Key Benefits:

• Prioritize your well-being with 100% employer-sponsored services, including:
  • Medical, dental and vision coverage
  • Mental health services 
  • Gym membership 
• Retirement plan with up to 3% employer match
• 19 PTO days accrued (increases after two years of employment)
• 12 paid holidays and two self-care days per year
• Monthly engagement activities
• Pet-friendly offices 
• Public service loan forgiveness
• Ongoing professional development opportunities
• Be a part of a growing agency with a new state-of-the-art Maps 4 building.

To apply, please email your resume, cover letter, and references to [email protected].