Job Title: Family Support Navigator

Department: Family Services
Reports To: Family Services Supervisor

FLSA Status: Non-Exempt (Hourly)
Location: Springfield, MA
Employment Type: Grant Funded Full-Time 

Salary: $23.00 per hour

About New North Citizens’ Council (NNCC)

New North Citizens’ Council is a community-based nonprofit organization dedicated to improving the quality of life for residents through education, workforce development, family support, and community services. NNCC is committed to equity, inclusion, and culturally responsive service delivery.

Position Summary

The Bilingual Family Support Navigator provides information, referral, service navigation, and family support services to individuals with intellectual and developmental disabilities and their families in accordance with the Massachusetts Department of Developmental Services (DDS) Family Support Guidelines. Reporting to the Family Services Supervisor, this position helps families identify strengths and needs, develop individualized Family Support Plans, access community resources, and coordinate services that promote independence, family stability, and community inclusion.

Essential Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.)

Family Engagement & Service Navigation

• Provide comprehensive information, referral, and resource navigation services to individuals and families seeking assistance.
• Work with assigned families to identify their strengths, competencies, needs, preferences, and available resources.
• Develop and maintain individualized Family Support Plans that reflect each family's priorities, cultural and linguistic values, and personal preferences.
• Provide short- and long-term service navigation to help families access appropriate supports and services.
• Assist families in understanding and accessing public benefits, entitlements, community programs, and other available resources.
• Maintain ongoing communication with assigned families to address changing needs and support progress toward identified goals.

DDS Coordination & Family Support Services

• Provide services in accordance with DDS Family Support Guidelines and the Guiding Principles of the Family Support System.
• Collaborate with DDS Service Coordinators to identify appropriate services and supports for referred families.
• Coordinate flexible funding supports for designated families in accordance with DDS requirements and program procedures.
• Work closely with the local DDS Area Office to review referrals, service utilization, program capacity, and family support needs.
• Support effective use of available resources through ongoing communication and coordination with DDS personnel and community providers.
• Maintain current knowledge of DDS services, eligibility requirements, and available family support resources.

Family Education & Community Resources

• Identify and maintain current information about local services, public benefits, entitlements, and community resources.
• Coordinate family training opportunities, support groups, networking events, and other activities that respond to identified family needs.
• Connect families with community-based organizations and service providers that support individuals with intellectual and developmental disabilities.
• Promote opportunities for family engagement, peer support, and community participation.
• Maintain working relationships with community partners and service providers to strengthen referral and support networks.

Documentation & Program Compliance

• Maintain accurate, timely, and confidential records of family contacts, referrals, Family Support Plans, and services provided.
• Document service navigation activities and family support needs in accordance with NNCC and DDS program requirements.
• Track and report relevant service information, referrals, and resource utilization as required.
• Follow applicable DDS guidelines, NNCC policies, and confidentiality requirements.
• Communicate service needs, barriers, and resource concerns to the Family Services Supervisor.

Professional Development & Collaboration

• Participate in relevant training sessions, conferences, program meetings, and professional development activities.
• Maintain current knowledge of intellectual and developmental disabilities, family support practices, community resources, and public benefit systems.
• Work independently while collaborating effectively with program staff, DDS personnel, families, and community partners.
• Demonstrate flexibility, sound judgment, cultural sensitivity, and respect for family choice and self-determination.
• Perform other related duties as assigned.

Required Qualifications

Preferred Qualifications

• Bachelor's degree in Human Services, Social Work, Psychology, Education, or a related field.

Core Competencies

Work Environment & Physical Requirements

• Work is performed in office, family home, and community-based settings.
• Regular local travel may be required to meet with families, DDS personnel, and community service providers.
• Duties involve frequent computer use, communication with families and providers, and maintaining program documentation.
• The position may require standing, walking, bending, and transporting program materials weighing up to 25 pounds.
• The work environment is generally moderate in noise level, with conditions varying during community visits and program activities.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Equal Employment Opportunity Statement

New North Citizens’ Council is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under federal, state, or local law.

ADA & Reasonable Accommodation Statement

NNCC is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA).

At-Will Employment Disclaimer

Employment with NNCC is at-will and may be terminated by either the employee or the organization at any time, with or without cause or notice, in accordance with applicable law.