Housing Resource Navigator

Department: Housing Services
Reports To: Housing Program Manager

Position Overview

The Housing Resource Navigator serves as the first point of contact for individuals seeking housing assistance. This role is responsible for responding to housing inquiries, assessing needs, and connecting individuals to appropriate housing resources and support services.

The Housing Resource Navigator plays a critical role in helping individuals and families navigate complex housing systems by providing guidance, referrals, and coordination with internal staff and external community partners.

Key Responsibilities

Housing Intake & Call Response

• Respond to incoming calls, emails, and inquiries from individuals seeking housing assistance.
• Provide courteous, professional, and compassionate communication to all callers.
• Conduct initial housing screenings to determine the individual’s housing needs and level of urgency.

Needs Assessment

• Assess the caller’s housing status, barriers to housing, and immediate needs.
• Identify appropriate housing resources, programs, and services based on the individual’s circumstances.

Resource Navigation & Referrals

• Provide referrals to housing programs, rental assistance programs, shelters, transitional housing, and other community resources.
• Educate individuals on available housing options and eligibility requirements.
• Assist individuals in understanding and navigating housing application processes.

Appointment Coordination

• Schedule appointments with housing specialists, case managers, or partner agencies when additional support is required.
• Coordinate follow-up communication when appropriate.

Documentation & Data Entry

• Accurately document all calls, referrals, and interactions in the program’s case management or tracking system.
• Maintain organized records of housing inquiries and services provided.

Collaboration

• Work closely with housing staff, case managers, and community partners to ensure individuals receive appropriate support.
• Stay informed about available housing resources, program updates, and community services.

Qualifications

Education

• High school diploma or equivalent required.
• Associate or bachelor’s degree in social services, human services, public administration, or a related field preferred.

Experience

• 1–3 years of experience in customer service, social services, housing programs, call centers, or community resource navigation preferred.
• Experience working with vulnerable populations is a plus.

Skills & Competencies

• Strong communication and active listening skills.
• Ability to assess needs and provide appropriate referrals.
• Excellent organizational and documentation skills.
• Ability to handle sensitive situations with empathy and professionalism.
• Basic computer proficiency and data entry skills.
• Ability to work in a fast-paced, service-oriented environment.

Preferred Knowledge

• Familiarity with housing assistance programs, community resources, or social service systems.
• Knowledge of local housing resources, rental assistance programs, and community support services.

Work Environment

This role may involve a combination of phone-based communication, administrative tasks, and coordination with internal staff and community partners. The position requires the ability to manage multiple inquiries while maintaining professionalism and accuracy.

Physical Requirements

• Ability to sit for extended periods while handling calls and computer-based work.
• Ability to communicate clearly and effectively with callers and team members.

Pay $21-$23 per hour DOE

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home