Family Peace Center of Washington County
Service Navigation Manager Job Description
Status: Full Time, Non-Exempt (40 hours/week, Monday - Friday, with some evenings and/or weekends required)
Salary Range: $45,000 to $55,000 per year DOE
Benefits: 90% Employer-paid health, dental, and vision insurance; life insurance; employer-match retirement plan; vacation, sick leave, and paid holidays.
Reports to: Director of Services
Position Summary
The Service Navigation Manager provides day-to-day leadership of the Family Peace Center’s Navigation Program, ensuring every survivor receives coordinated, accessible, and trauma-informed support. This role directly supervises Receptionists and Peer Navigators (volunteers, in collaboration with the Volunteer Coordinator), while also stepping in to provide navigation services when needed. As the front-line leader of survivor flow through the Center, the Navigation Manager ensures survivors are welcomed, supported, and connected seamlessly to on-site and off-site partner services. This position reports to the Director of Services and plays a key role in aligning survivor navigation with the Center’s broader service delivery and partner coordination.
Key Responsibilities
Program Management
- Oversee daily operations and continuous improvement of the Navigation Program.
- Supervise Reception staff to ensure survivors and visitors are welcomed with hospitality, safety, and professionalism.
- Ensure all survivors are connected to appropriate partner services through warm handoffs and coordinated care planning.
- Track service delivery, client engagement, and outcomes through accurate data entry and reporting.
- Identify service gaps and propose solutions to improve survivor outcomes.
- Collaborate closely with the Director of Services to align navigation practices with overall service delivery and partner coordination.
Volunteer Supervision
- Supervise Peer Navigators (volunteers) in collaboration with the Volunteer Coordinator.
- Provide trauma-informed supervision, scheduling, and support to Peer Navigators to ensure consistent survivor support coverage.
- Ensure volunteer roles are effectively integrated into survivor navigation and partner agency services.
Direct Survivor Support
- Provide navigation services directly when volunteer or staff coverage is unavailable or when complex survivor needs arise.
- Conduct intakes when needed, guide them in accessing on-site and off-site resources, ensure completion of service access while on site.
- Serve as a compassionate, consistent point of contact for survivors throughout their engagement with the Center.
- Act as the staff liaison for the VOICES Committee of the Family Peace Center, attending monthly meetings.
Community & Interagency Collaboration
- Build strong relationships with all on-site partner agency staff to support seamless service delivery.
- Coordinate with external service providers and community resources to enhance the Navigation Program’s reach.
- Support the Director of Services in facilitating partner coordination and service alignment.
- Participate in outreach activities and presentations to increase awareness of FPC services.
Administrative Duties
- Ensure accurate and timely data entry into client databases.
- Prepare and submit reports on program activities and outcomes.
- Provide accurate program data and analysis to support grant reporting and continuous quality improvement (CQI).
- Assist in developing and refining standard operating procedures and processes for navigation services.
Essential Skills & Competencies
- Strong leadership and supervisory skills, with ability to manage Reception staff and volunteers.
- Demonstrated experience in survivor navigation, advocacy, or direct services.
- Excellent relationship-building and interpersonal skills across diverse groups
- Commitment to trauma-informed, survivor-centered, and culturally responsive practices.
- Strong organizational skills, with ability to adapt quickly and problem-solve in a fast-paced environment.
- Effective communication skills, both written and verbal.
- Proficiency in Microsoft Office, Google Workspace, and client data systems (or willingness to learn).
Qualifications
- Bachelor’s degree in social work, human services, or a related field preferred.
- Minimum 2 years of experience working in victim services, advocacy, or navigation roles.
- Previous supervisory experience or demonstrated leadership in staff or volunteer coordination.
- Bilingual (English/Spanish) strongly preferred.
- Must pass pre-employment background check and complete post-hire DV 40-hour training.
