Director of Service Navigation and Community Connections

JOB TITLE: Director of Service Navigation & Community Connections

JOB CATEGORY: Salary - Exempt

SUPERVISOR: CEO in coordination with the VP of Family Services

REVISED & APPROVED: 04/13/2026

The Director of Service Navigation and Community Connections plays an essential role across the organization. In partnership with organizational leadership, this individual demonstrates a strong commitment to LSSI’s mission and impact statement by empowering individuals and families to move toward social, emotional, and spiritual wholeness. The Director works closely with programmatic staff and community collaborators to support LSSI’s efforts to strengthen the overall health of the community, ensuring that families facing complex challenges gain the skills and support necessary to make positive life choices and advance toward economic and family stability.

Summary of Work:

The Director of Service Navigation and Community Connections leads the organization’s intake and service navigation processes, ensuring a consistent, high‑quality experience across programs. This role strengthens customer service by reviewing trends and quality feedback and promotes a data‑driven culture that uses service patterns to guide program decisions. The position provides oversight for Cup of Kindness/Financial Stability, Gear Up, and Service Navigation, and may carry a small caseload when needed. A key function of this Director is to maintain a strong community presence by building strong and strategic connections with partner organizations and engaging in collaboration initiatives. A persistent focus of this role is to expand referral pathways and support client access across the organization.

Essential Duties and Responsibilities:

Program Direction and Implementation: (35%)

• Provide leadership, training, and direction for Gear Up, Financial Stability, Cup of Kindness, and Service Navigation, upholding effective, consistent delivery of client services.
• Achieve program objectives and maintain a strong focus on triage, brief services, referrals, and connection to appropriate community resources.
• Develop and execute the department’s strategic direction in alignment with Senior Leadership Team, organizational goals, and program and balanced scorecard outcomes.
• Produce a monthly data on client needs and direct assistance trends for review by the managing VP and provide report snapshots to the Senior Leadership Team with reporting, analysis, and consultation to organizational leadership to support data informed decision making and enhance the client experience
• In partnership with the VP Sponsor and PQI leadership, analyze quality indicators and synthesize improvement plans; track outcomes and iterate as needed.
• Ensure program policies, procedures, and compliance expectations are developed, implemented, and consistently followed.
• Manage program budgets, revenue generation, and financial performance.

Community Connections: (35%)

• Maintain a consistent and visible presence in the community, actively representing LSSI and communicating with the organization’s mission, services and impact at events, meetings, and partner locations to further strengthen awareness and engagement.
• Serve as LSSI’s liaison by introducing and creating connections between LSSI senior leadership and program leaders and external partners and community collaborators to further the impact of LSSI.
• Build, strengthen, and sustain intentional relationships with community organizations, government agencies, churches, schools, and other partners to increase client access, expand referral pathways, broaden service reach with the goal of increasing number impacted and improving outcomes for those served
• Identify and pursue ongoing opportunities for community engagement that enhance service navigation, support program visibility, and contribute to coordinated service delivery.
• Advocate for LSSI within community networks and contribute to the development of integrated, collaborative service models that meet emerging community needs, incorporate LSSI services, and align with CEO and VP for strategic service outcomes and priorities.
• Listen strategically in community settings and interpret information through an organizational lens to guide program, partnership, and policy decision-making.

Reporting and Analysis: (15%)

• Analyze quantitative and qualitative inputs (e.g., surveys, QA calls, case notes) and synthesize insights into clear recommendations that guide program planning and client‑database refinements across the organization.
• Analyze performance metrics and synthesize results into concise reports and dash boards that support decision‑making and enhance the client experience.

Direct Organizational Intake Process: (15%)

• Drive and maintain a standardized, organization-wide intake process that defines required data, demographics, and documentation.
• Regularly evaluate and refine intake procedures to uphold consistency, efficiency, quality, and effectiveness across programs.
• Implement quality assurance measures and customer service improvements based on trends, feedback, and survey data.
• Ensure intake staff receive the training and support needed to deliver consistent, client centered navigation and service delivery
• Analyze trends in direct client services and intake data to identify service gaps, improvement opportunities, and emerging needs; synthesize findings across programs to inform strategy and prioritize actions.

Education and Experience:

• Bachelor’s degree in social work, human services, public administration, public health, organizational leadership, psychology, or related field required.
• Experienced leader with broad human service and nonprofit leadership experience, with a background in program development.
• Minimum of5years of experience in supervisory or administrative capacity required.
• Minimum of5 years in building and maintaining community connections and partnerships
• Minimum of two years in Database report writing and analysis required
• Valid driver’s license, insurance, and car for full-time business use.

Competencies:

To perform this role successfully, the individual must demonstrate the following competencies:

• Leadership– Guides and motivates staff to accomplish organizational goals, fostering an environment that supports success and mission aligned service.
• Project Management– Organizes resources, tasks, and workflows to achieve high performance standards and desired outcomes.
• Influencing Others– Builds trust, leverages team strengths, and positively shapes outcomes through effective communication and collaboration.
• Goal Orientation-Setting, pursuing and attaining goals, regardless of obstacles or circumstances.
• Conceptual Thinking– Connects patterns, trends, and abstract concepts to generate insights, see the big picture, and inform strategy.
• Self‑Starting– Demonstrates initiative, takes ownership of tasks, and drives work forward independently.
• Decision‑Making– Makes sound, timely decisions based on available information and adjusts decisions as new insights emerge.
• Personal Accountability– Takes responsibility for actions, evaluates performance honestly, and models professional integrity.

LSSI Core Values:

• Commitment to Excellence: Collect and analyze data from our stakeholders. Make recommendations for adding, dropping, or changing our program offerings to meet our mission. Meet or exceed accreditation and benchmarking information for our services.
• Hope now and for eternity: Assure self-commitment to the values and mission of LSSI and to social ministry as an integrated function of the church.
• Respect for all people: Recognize, respect and respond to the unique, culturally-defined needs of each consumer population. This includes removing barriers that could limit service. These barriers include discrimination, insensitivity and physical limitations.
• Integrity in Relationships and Resources: Ensure our management teams operate by all laws and accreditation standards, and our consumers/families have services and staff that meet their needs.
• Service as a reflection of our Faith: Uphold the policies and practices of LSSI supporting the value and integrity of all individuals, the value of people’s social relationships to one another and to community, and the central role of the family in human life and in society.
• Trust in Christ and His Word: Strive to live out the virtues of charity and justice in all relationships with staff, volunteers, and the people we serve.