Open Position: Lead System Navigator

LEAD SYSTEM NAVIGATOR

COMBINED ARMS - HOUSTON, TX

Full - Time

Together, Combined Arms and member organizations collaborate to aid veterans in having a successful transition out of the military and into Houston. Combined Arms is an umbrella organization comprised of 26 military nonprofit organizations with one common mission: “Unite the community to accelerate the impact of veterans on Houston.” It is made of three parts: the Transition Center, the Integrated Technology System (ITS) and the Member Organizations. The Combined Arms Transition Center, located in East Downtown Houston (EaDo), is a collaborative hub where veteran service organizations connect, and provide services to, transitioning active duty military, veterans and their families. The ITS is a Salesforce-based technology that hosts the connection process at Combined Arms, facilitates case management of member organizations, and produces the data created from the interaction between clients and member organizations. This initiative is the first of its kind in the nation.

WHAT DOES A LEAD SYSTEM NAVIGATOR DO?

The Lead System Navigator’s duty is to oversee, facilitate, report, and improve on the system process at Combined Arms. They are responsible for supervising the System Navigator, process volunteers, and interns. They facilitate the actual system process on a daily basis and delegate process related tasks to their team. They ensure the quality control and collection of process data and report it on a weekly, monthly and quarterly basis. They are also tasked with improving the system process through data analysis, observation, and best practices committee input.

Lead System Navigators should have an in-depth knowledge of military veterans, and have familiarity with case referrals or client system navigation. They must also have staff and volunteer management experience. Strong data analysis, and system management are essential to success as a System Navigator. 

REQUIREMENTS:

  • Bachelor’s degree; preferred in social work or human services

  • Background in human case management, recruitment, or social services

  • Familiarity with Salesforce or similar CRM

  • Ability to manage a team of two to four volunteers

  • Experience preferred in veteran or non-profit services

  • Desire to work with veterans on their path to success

ADDITIONAL DUTIES & SKILLS

Supervision:

  • Responsible for measuring and improving the System Process for Combined Arms

  • Supervise System Navigators, volunteers and interns, as they conduct the process.

  • Assemble and lead a System Navigation Committee with leaders from member organizations

  • Delegate system process tasks to System Navigators, volunteers and interns

  • Manage Combined Arms customer service by addressing customer complaints and directly communicate with clients that provide feedback

  • Prioritize “call back” list of veterans who have yet to respond to VSO’s and delegate to System Navigator.

Advanced System Navigation

  • Create an efficient channel of referral to services not provided by the Combined Arms network

  • Compile a resource list of additional external sources not in the Combined Arms network

Process Improvement

  • Work with Creative Technology Manager to improve the system process

  • Work with member organizations to keep the system process updated with their system process needs

  • Advise member organizations on strategies to improve their client contact ratio

  • Use data to define the success rate, efficiency and productivity of organization programs

Administration

  • Create weekly, monthly and quarterly reports on system process metrics, improvements, and best practices.

  • Edit the system process Standard Operating Procedure manual with best practices

  • Accountable for the accuracy of data entry into the ITS

  • Create System Process training program with up to date best practices

If you are interested in this position, please send your resume with a cover letter to careers@combinedarms.us. Combined Arms will contact applicants about the next steps in the selection process. 

Brian Wilson

Combined Arms, 2929 McKinney Street, Houston, TX, 77003

Brian Wilson is the Creative Technology Manager at Combined Arms. He served for six years in the US Army as a combat medic and has five years experience working in veteran non-profits throughout Houston.