Client Navigator at Marjaree Mason Center, Inc. – Fresno, California

Type: Regular, Full-Time

Status: Non-Exempt

Location: Fresno, California

Schedule: Sunday thru Thursday, 3:00pm to 11:30pm, Friday/Saturday Off

Salary Range: $23.00 - $32.20

Salary ranges listed above represent a good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will depend on several factors including but not limited to, the candidate’s experience and qualifications.

Benefits: Medical at $60.00 a month for employee, dependent coverage available at pro-rated additional cost (Kaiser, Anthem Blue Cross and Community Health Care options), 100% employer paid dental & vision, 11 paid holidays, PTO accrual up to 11 paid days annually, California Paid Sick leave, additional sick leave accrual and 403b with company match

Reports to: Crisis Response Team Manager

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Position Summary:

The Client Navigator provides immediate crisis response, safety planning, and supportive services to individuals impacted by domestic violence, whether accessing the Marjaree Mason Center directly or through community partners. This role assesses client needs, facilitates entry into emergency housing, coordinates safe transportation, and connects survivors to appropriate resources. In addition to direct support, the Client Navigator strengthens partnerships with law enforcement, medical providers, and community organizations, delivers training to partners and volunteers, and ensures accurate documentation under all agency and grant requirements. Serving as a trusted advocate, the Client Navigator advances trauma-informed, survivor-centered care while contributing to agency-wide collaboration and community engagement. This position will uphold a culture of integrity, empowerment, dedication, and collaboration in alignment with MMC’s mission and strategic objectives.

Essential Duties and Job Responsibilities include the following:

· Serve as a Liaison between the MMC and various service provider sites (as assigned); in order to ensure clients seeking DV services through alternate access points other than MMC, are received and assisted appropriately.

· Provides confidential 24/7 response to helpline calls, offering crisis intervention, safety planning, and supportive services to callers in domestic violence crisis. Assist those into the correct system of care if not MMC.

· Completes drop-in crisis assessments, determines service needs, and connects individuals to appropriate internal or external resources.

· Makes informed decisions about client entry into the Emergency Safe House, based on immediate safety needs.

· Provides general information on safe house services, groups, classes, and resources available, as well as provides referrals for services as needed.

· Facilitates safe transportation and transfer of domestic violence survivors from community sites or other housing programs, ensuring immediate safety and temporary housing until long-term solutions are arranged.

· Monitors facility cameras and responds to access gates, ensuring client safety.

· Adhere to security protocol and procedures if an emergency arises. Promptly de-escalate any potential or actual conflict with clients. Complete incident reports as required. Communicate and notify the appropriate Manager/Director per policy.

· Maintain accurate and confidential client helpline call documentation, crisis assessments, and enrollment of individuals and families within the client data system.

· Adheres to coordinated entry system protocols and maintains strong communication with internal staff and external community partners.

· Provides ongoing training and presentations for community partners, that include but are not limited to local organizations, government agencies, and potential resources to create a network that enhances the service delivery, expands reach, and provides holistic support for domestic violence survivors.

· Provides training and ongoing support to community volunteers and internship participants.

· Collaborates with law enforcement, community partners, medical facilities, government partners, and referral agencies to improve client services access. Respond to community organizations that may intersect with victims of domestic violence.

· Stay current on best practices in safety planning, community resources, technology, domestic violence dynamics, and domestic violence education. Participate in relevant training and professional development.

· General knowledge and awareness of domestic violence restraining orders.

· Per agency and granting requirements, prepares and maintains clear and accurate client’s records and documentation, update client files as needed, and ensures documentation of services on agency database.

· Maintain accurate program documentation and collect data, surveys, etc, to evaluate impact. Regularly assess program effectiveness and recommend improvements based on feedback and data analysis.

· Partner with all other departments and programs to ensure coordination of resources for clients as well as the ability to provide program support for other departments as needed.

· Works collaboratively with colleagues throughout the organization in order to model and support effective cross-departmental partnerships, trauma-informed practices, resiliency-building, and commitment to diversity and inclusion.

· Adheres to all organizations' and programs' policies and procedures.

· Communicates regularly and provides written program updates to the manager about program activities, outcomes, and community engagement.

· Attend department and agency-wide meetings as required.

· Complete other duties as assigned.

Required Education and Experience:

· Associate’s degree with some coursework in social work, human services or victimology.

· Six (6) months of prior experience conducting crisis response assessments, preferred.

· Experience in working with “at risk” populations, in addition to working with Domestic Violence victims, preferred.

OR

· Bachelor’s degree from an accredited university or college in the field of criminal justice, victims’ services, social services, or other related fields and/or training.

· Experience in working with “at risk” populations, in addition to working with Domestic Violence victims, preferred.

Required Certificates, Licenses, Registrations and Tests:

· Possession of a valid California driver's license and proof of liability insurance on personal auto.

· Must be insurable at all times at standard rate by MMC insurance carrier.

· Must successfully pass a drug, background and Tuberculosis test.

Required Knowledge, Skills, and Abilities:

· Deep interest in and commitment to the mission and vision of MMC with a sensitivity to domestic violence.

· Demonstrated ability to work with sensitivity and without discrimination towards peoples of diverse cultures, races/ethnicities, socio/economic positions, ages, religions, and genders, physical, mental challenges, disabilities, and sexual orientations.

· Knowledge of general office practices, procedures, and terminology. Demonstrated ability to use current business software applications,

· Must be flexible, adaptable, a creative thinker and problem solver who is also open to the insight of others.

· Work well in a team-oriented environment and collaboratively in cross-disciplinary teams and culturally diverse internal/external constituencies.

· An understanding of data analysis and performance metrics.?

· Ability to prepare timely, proper, clear, and concise comprehensive reports, summaries, presentations, correspondence, and other documentation.

· Excellent communication skills and ability to communicate effectively, clearly, and concisely both verbally and in writing in English. Bilingual in Hmong, Spanish, or Punjabi is a plus.

· Ability to remain calm and supportive in psychological emergencies and/or crises when provided with appropriate supervision and direction.

· Ability to receive and utilize constructive feedback regarding performance, presentation and relationships with others.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to adjust focus – (ability to adjust eye to bring an object into sharp focus.).
• Close Vision – (clear vision at 20 inches or less).
• Oral Expression and Comprehension – frequent.
• Speech clarity – frequent.
• Hearing – ability to hear instructions - frequent.
• Critical thinking – frequent.
• Lift up to 35 pounds – occasional to frequent.
• Push/pull – occasional to frequent.
• Reach with hands and arms – frequent.
• Sit – frequent.
• Stand – occasional to frequent.
• Stoop, kneel, crouch, or crawl – occasional to infrequent.
• Repetitive use of hands – frequent.
• Fine Dexterity – Both – frequent.
• Walk – moderate.
• Grasping: simple/light - frequent.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Indoors, environmentally controlled.

· Normal office noise level.

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements, which may change from time to time based on business needs. When appropriate, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, so long as those accommodations do not create an undue hardship for the company.

The Marjaree Mason Center, Inc. is an Equal Opportunity Employer. It is our policy to make all personnel decisions without discrimination on the basis of race, color, creed, religion, sex, physical disability, mental disability, age, marital status, sexual orientation, citizenship status, national or ethnic origin, and any other protected status.

The Marjaree Mason Center is 24/7 operation and all employees, at any point of time, may be asked to perform other work duties from those normally assigned such as working in our emergency services.

The above job description and duties is meant to describe the general nature and level of work performed; it is not intended to as an exhaustive list of all duties and responsibilities. Employees will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with federal and state laws.