Client Navigation Specialist

Job Description

Position: Client Navigation Specialist

Program: Client Navigation

Department: Programs

Reports to: Manager, Client Navigation

Compensation: $31.44 - $33.12 per hour

Schedule: Monday-Friday 10am-6:30pm

Status: 100%, Full-Time, Non-Exempt, Non-Union

Probation: 180 days

Benefits: Medical, Dental, Vision, Life, and Long-Term Disability Insurance, Employee Assistance Program, and 403(b) Retirement Plan

CENTER’S MISSION: Building a world where LGBT people thrive as healthy, equal, and complete members of society.

JOB SUMMARY: Under the supervision of the Client Navigation Manager, the Client Navigation Specialist provides a range of supportive services including providing client care for new and existing clients as they access Center services. Acting as a centralized point of contact, this position embodies the Center’s “no-wrong-door” approach. This position builds strong relationships across the Center to ensure seamless care coordination, facilitate warm handoffs. and provide a cohesive client experience.

ESSENTIAL FUNCTIONS

Program Coordination

• Develop and implement client care strategies that enhance service accessibility, retention, and overall client experience across Center programs.

• Serve as the primary liaison between clients and Center departments, exercising discretion in determining the most effective pathways for client support and care navigation.

• Independently assess complex client cases and make high-level recommendations for service coordination, referrals, and resource allocation.

• Identify systemic barriers to service access and work proactively with program leadership to design solutions that improve efficiency and effectiveness.

• Lead cross-departmental case review and strategy meetings, providing insights and recommendations to enhance care coordination.

• Analyze service utilization trends and client engagement patterns, using data to inform program adjustments and operational improvements.

• Provide regular reports to leadership on client needs, gaps in service delivery, and process enhancement opportunities to improve organizational impact.

Client Advocacy

• Conduct comprehensive assessments of client needs, exercising independent judgment in determining the best course of action for service linkages and support.

• Develop individualized service navigation plans, balancing client needs with program capacity and organizational priorities.

• Negotiate and advocate for service adjustments, policy modifications, or escalated care solutions for complex client cases.

• Establish and maintain high-level partnerships with external agencies to facilitate specialized client referrals and warm handoffs.

• Design and implement client education initiatives that improve awareness and utilization of Center services, ensuring alignment with organizational goals.

Operational Process Improvement

• Evaluate the efficiency of current intake and referral processes, identifying opportunities to streamline workflows and improve client engagement.

• Collaborate with program leadership to develop and refine service delivery models that align with best practices and organizational priorities.

• Lead special projects aimed at improving interdepartmental coordination, access to services, and client retention strategies.

• Train and mentor staff on best practices in client care navigation, strategic referrals, and interdepartmental collaboration.

• Maintain oversight of compliance-related documentation and ensure that client records meet regulatory and organizational standards.

Other Duties

• Actively participate in staff meetings, planning sessions, and other organizational gatherings as required.

• Other duties as assigned.

REQUIRED QUALIFICATIONS

• Knowledge of or experience working with the LGBTQ community and familiarity with issues of particular relevance to LGBTQ people.

• A passion for the Center’s work and its mission to make the world a better place for LGBTQ people.

• Minimum 2 years’ experience in program coordination, service coordination, and/or program development and implementation, ideally within a nonprofit or social services setting.

• Access to reliable transportation, a valid CA Driver License, and the ability to be insured.

• AHA CPR certification.

• Ability to have a “whatever it takes” attitude when working with challenging individuals.

• Proficiency with Microsoft Office, Electronic Health Records, and other software systems

• Ability to be self-motivated and dedicated to initiating and completing complex tasks.

• Ability to handle multiple tasks, be detailed oriented, and maintain strict confidentiality of medical information.

• Ability to work well independently with minimal supervision.

• Demonstrated ability to work effectively with people of diverse races, ethnicities, nationalities, sexual orientations, gender identities, gender expression, socio-economic backgrounds, religions, ages, English-speaking abilities, immigration status, and physical abilities in a multicultural environment.

PREFERRED QUALIFICATIONS

• Bilingual skills (English/Spanish)

• Bachelor’s degree in social work, mental health-related field.

• Training in Motivational Interviewing and Trauma Informed care.

The Los Angeles LGBT Center is an Equal Opportunity Employer and is committed to fostering diversity within its staff. Applications are encouraged from all persons regardless of their race, color, ancestry, national origin, sexual orientation, gender identity and expression, sex, pregnancy, childbirth and related medical conditions, religion, disability, age, military or veteran status, including status as a victim of domestic violence, assault or stalking, genetic information (including family medical history), political affiliation or activities, medical or health conditions, and marital status.

The Center has implemented a mandatory COVID-19 vaccination policy as a condition of employment for all employees who work on the Center’s premises, subject to applicable federal, state, and local laws. For more information, please contact .

Full-time