Navigator

Job Description

Job Description

Job Title: Navigator

Department: Phoenix Dining Room Overnight Shelter

Reports To: Phoenix Dining Room Shelter Manager

FLSA Status: Non-Exempt

Updated: 6/10/2026

Position Summary

The Navigator works with people who are experiencing or exiting homelessness. The work environment is either in a shelter setting or through outreach in the community. The Navigator helps guests connect to services, build plans, and remove barriers that make it hard to move forward.

In the shelter, the Navigator supports guests by gathering information, helping create plans, and checking in on progress. The Navigator works closely with staff and volunteers and helps keep the environment safe, calm, and welcoming.

In the community, the Navigator meets people where they are and helps connect them to resources and services. The Navigator also meets with people who have recently exited homelessness to help them stay connected to supports, and follow their plans to remain housed.

In all settings, the Navigator acts as an advocate for guest needs and a link to ongoing support. The goal of this role is to give guests the tools and support they need to move toward stability and permanently end their homelessness.

Key Responsibilities

• Build trusting, respectful relationships with guests.
• Listen to guest needs and help identify next steps.
• Gather intake information such as demographics and current needs.
• Help guests create simple service or case plans.
• Connect guests to services such as housing, benefits, health care, and behavioral health.
• Monitor guest goals and referrals to encourage follow‑through and progress.
• Act as an advocate for guest needs with staff and community partners.

Shelter-Based Duties

• Work with shelter guests to help create a peaceful, safe, and restful environment.
• Help guests follow shelter practices and expectations.
• Assist with de‑escalation when guests are upset or in crisis.
• Work with staff and security during incidents when needed.
• Document and report incidents or concerns to leadership.
• Complete and send nightly shift reports to the shelter team.
• Keep workspaces clean, organized, and sanitary.

Mobile Outreach & Community Work

• Take part in outreach activities across the community when assigned.
• Engage people living outside in a respectful and supportive way.
• Provide basic needs items and connections to services.
• Work with the Program Manager/Assistant Manager to plan outreach locations and respond to urgent needs.
• Make sure outreach vehicles are stocked and safe to use.
• Follow all health and safety rules during outreach.
• Participate in Good Neighbor Program as assigned / needed.
• Meet with people who have obtained housing to ensure that they maintain access to supports.

Documentation & Data Entry

• Enter complete and accurate notes in electronic systems within 24 hours.
• Track guest contacts, plans, services, and progress.
• Help update records used for reporting and planning.
• Take part in case meetings and staffings as needed.
• Document brief stories from guests to share with funders and other interested parties.

Teamwork & Communication

• Work closely with staff, volunteers, and supervisor.
• Share information clearly and on time with the team.
• Take part in joint problem‑solving with coworkers.
• Offer help to others when able and ask for help when needed.
• Share ideas to improve guest experience, team work, and services.
• Support and guide volunteers as they assist guests.

Training & Expectations

• Attend staff meetings, trainings, and agency events as required.
• Follow Saint Vincent de Paul’s values and “Program Principles.”
• Help maintain an organized, safe, and welcoming environment/work spaces.
• Complete other duties as assigned by the Supervisor.

Skills and Abilities Required

• Strong communication (verbal and written) and organizational skills, with the ability to interact effectively with residents, staff, volunteers, and community partners.
• Can work both independently and collaboratively in a fast-paced environment.
• Knowledge of community resources and social service systems; ability to advocate effectively on behalf of guests.
• Related experience working with vulnerable populations in shelter, transitional housing, or a similar environment preferred, providing trauma-informed and strengths-based support.
• Ability to remain calm and clear-headed during crises, conflict, or high-stress situations.
• Technology proficiency, including navigating the internet, using Microsoft Office Suite, ability to learn and use electronic record keeping systems.
• Valid driver’s license and clean driving record.

Minimum Hiring Requirements

• One year experience in social services working with vulnerable populations preferred.
• Navigators located at programs funded by the City of Phoenix must provide proof of Level One Fingerprint Card before first day of employment.
• High School Diploma or GED required

Physical Requirements

• Able to stand, walk, bend, reach, and lift 30+ pounds

Level 1 – (starting $20/hour) General professionalism (Entry/Familiarity)

• Completes all required training within 90 days.
• Demonstrates foundational navigation skills as measured by the Navigator Skills Checklist, including:
  • Managing an active caseload with consistent, goal-oriented engagement.
  • Conducting assessments and developing individualized service/housing plans.
  • Providing basic outreach, referrals, and housing support.
  • Maintaining timely, accurate documentation within 24 hours.
  • Learning and applying crisis intervention and de-escalation strategies.
  • Demonstrating familiarity with community resources and referral processes.
  • Collaborating effectively with interdisciplinary teams.

Level 2 (starting $22/hour): Understanding Culture & Demonstrating Proactivity (Proficiency + Experience)

• 1+ years of experience demonstrating Level 1 navigation skills, current average score of at least 2.0 on skills checklist.
• Completes at least one self-initiated professional development activity or certification beyond required trainings.

• Demonstrates strong working knowledge of:
  • Housing navigation and application processes.
  • Community resources, benefits, and referral systems.
  • Conflict de-escalation, mediation, and coaching techniques.
• Active participation in case conferencing, offering ideas, solutions, and collaboration.
• Models trauma-informed care and healthy professional boundaries.

• Supports and engages volunteers meaningfully.
• At least 50% of clients in the previous six months who show willing engagement with Navigation services exit to a safe and stable destination.
• May supervise interns or volunteers.
• Demonstrates understanding of SVdP culture, including “Program Principles”