Established Navigator in San Antonio, Texas at The Multi-Assistance Center At Morgans Wonderland

The Established Navigator is the continuing point of contact for MAC Members and their families or guardians after successful completion of active Navigation. The role owns long-term Member engagement and the sustainability of an established MAC Care Plan and support network. It maintains familiarity with each Member’s history, monitors whether services remain effective and accessible, anticipates disruptions, and responds promptly when circumstances change.

Active Navigators conduct pre-screening and intake, assess needs, create the MAC Care Plan, build service connections, and coordinate active referrals. The Established Navigator begins after those core activities have been substantially completed. This role handles routine maintenance and limited new referrals and coordinates a return to active Navigation when the Member needs comprehensive reassessment, a substantially revised care strategy, intensive advocacy, or significant multi-service coordination.

This center-based position supports individuals of all ages with special needs, including intellectual and developmental disabilities and related conditions, within the MAC Care Model. It advances self-determination, independence, natural support, and meaningful community participation.

MAC COMPETENCIES:

Active listening. Understand the Member’s perspective, ask useful questions, and avoid unnecessary repetition of information already documented.

Critical thinking. Recognize changes in stability, assess the effectiveness of existing support, and choose the right level of intervention.

Compassion. Respond with respect, patience, and sensitivity to Member and family circumstances.

Integrity. Maintain ethical conduct, confidentiality, reliable follow-through, and accurate records

QUALIFICATIONS:

Education

Bachelor’s or advanced degree from an accredited college or university; or an associate degree in a social, behavioral, human service, or health-related field; or a high school diploma or state-recognized equivalent with appropriate qualifying experience. Relevant fields include psychology, social work, nursing, rehabilitation, counseling, sociology, human development, gerontology, education, etc.

EXPERIENCE:

At least two years of related experience working with individuals with special needs or vulnerable populations with chronic or complex conditions. Relevant knowledge may include diagnoses, Medicaid, Social Security, legal services, healthcare, behavioral health, and community supports. Documented extensive experience as a family caregiver, case manager, or advocate, or in community programs serving individuals with special healthcare needs, may be considered when specific to this position.

ESSENTIAL FUNCTIONS:

Established Member relationship and transition

• Accept assigned Members following a structured handoff from the active Navigator and review the MAC Care Plan, completed connections, current providers, natural supports, unresolved risks, and anticipated changes.
• Serve as the ongoing contact for the Member and authorized family or support partners; use the existing MACNav record so Members do not routinely have to retell their story.
• Confirm the Member understands the change in primary contact, how to seek support, and what to expect during the established phase.

Proactive outreach and continuity

• Conduct planned outreach according to MAC standards and individual circumstances; confirm that priority services remain active, accessible, appropriate, and useful to the Member.
• Monitor changes in health, benefits, providers, transportation, housing, caregivers, education, employment, family circumstances, and other factors that could disrupt stability.
• Identify foreseeable transitions or early warning signs and take timely action before a preventable interruption becomes a crisis.
• Support routine reconnection to an existing provider or resource, resolve manageable barriers, and reinforce the Member’s ability to use established supports independently.

Emerging needs and active Navigation re-engagement

• Evaluate whether a new need can be addressed within the established relationship or requires active Navigation. Make limited, maintenance-oriented referrals through MACNav and confirm the result through a closed-loop process.
• Promptly bring material changes to Navigation leadership and arrange a structured return to active Navigation when comprehensive reassessment, multiple new connections, a substantially revised care strategy, significant advocacy, or intensive coordination is needed.
• Give the receiving Navigator a concise summary of the current support network, recent changes, barriers, actions already attempted, Member preferences, and reason for re-engagement; support continuity during the transfer.

Documentation, advocacy, and service excellence

• Document contacts, outreach attempts, service status, outcomes, new risks, referrals, interventions, and the rationale for continuing established status or re-engaging active Navigation in MACNav.
• Coordinate with Members, families or guardians, MACers, providers, and community partners when needed to preserve existing supports; participate in interdisciplinary discussions relevant to Member continuity.
• Respond to questions and concerns promptly, follow through on commitments, and work with leadership on grievances and resolution plans.
• Collect feedback on the durability of services and the Member experience; elevate recurring service gaps and systemic barriers to Navigation leadership.
• Maintain current knowledge of community resources and participate in required training, meetings, and case reviews. Meet program-specific quality, outreach, documentation, and productivity expectations; perform other duties consistent with MAC goals.

Preferred skills:

• Long-term relationship management with Members, families, caregivers, providers, and community partners; responsive, person-centered communication.
• Sound judgment about routine maintenance, early intervention, and when active Navigation must resume.
• Knowledge of regional services, public benefits, intellectual and developmental disabilities, and non-medical drivers of health.
• Ability to prioritize a defined portfolio according to Member needs and risk, document outcomes clearly, and use Microsoft Office and electronic case-management systems such as MACNav.
• Commitment to dignity, inclusion, self-determination, and culturally responsive support.

WORKING CONDITIONS: The working conditions described herein are representative of those an employee encounters while performing the essential functions of the position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

• Job type is a full-time position, 40-hour work week
• Position is based in a standard office environment with possible travel to meetings and outreach events.
• Core business hours are Monday through Friday, 8 a.m. – 5 p.m.
• After-hours work is required from time to time, including evenings and weekends.

OTHER

• Must present a neat, clean, well-groomed, professional appearance.
• Must have a valid Texas driver’s license and a reliable vehicle with the minimum auto insurance required by the State – must keep license and insurance current or have reliable transportation.

Total Rewards Summary:

• Health and wellness benefits – health/dental/vision insurance, prescription drug discounts, employee assistance programs and wellness programs. Morgan’s pays 100% of employee only coverage for Medical Plan 1, Dental, Vision and Basic Life.
• Financial and retirement benefits - include 401(k) plans, profit-sharing plans and financial planning assistance, and matching contributions.
• Time-off and leave benefits - 3 Weeks of PTO accrual and 40 hours can be rolled over to the next calendar year. 11 holidays per year with paid parental leave.
• Discounts for employees - Complimentary Family & Friends Season Passes. Discounted single-day tickets after comp ticket bank exhausted, in-park food, beverage, and merchandise, and birthday, cabana, and facility rentals.
• Life Insurance & AD&D - $50K Basic Life/AD&D insurance policy at no cost to you.
• Disability Insurance - Short-term & Long-term disability coverage is available
• Onsite Communicare - Our Communicare partnership offers a $0 copay waiver, priority scheduling/appointments, prescription discounts and home/work delivery. $0 Copay for Telehealth Nurseline available (24/7).

Morgan’s Wonderland is an equal opportunity employer. All qualified employees and applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, sexual orientation, genetic predisposition or carrier status or any other legally protected characteristic.