Client Navigator

**Navigate Complexities. Create Change. Together.** This is our purpose at CUPS. Our unique integrated approach to care empowers people to work holistically to create and achieve goals that support their well-being and builds readiness to navigate and access support in the community. As a formative presence, we work together to build better systems and a stronger community.

Clients depend on us, supporters trust us, and partners count on our collaboration. We do not take this responsibility lightly - we are accountable for our words, our actions, our relationships, and most importantly, ourselves. Through a compassionate lens, we afford every person dignity in their interactions with us. We proactively seek opportunities for continuous learning with open minds and transformative spirits. Through our culture, rooted in our values, we will achieve our purpose and ambition.

**JOB TITLE**: Client Navigator
**LOCATION**: Onsite, CUPS - 1001 10 Ave SW, Calgary,
**REPORTS TO**: Team Lead, Care Coordination and Intake

**SCHEDULE**: Full-time, Mon to Fri, 8:00 am-4:00pm

**CONTRACT TYPE**: Permanent

**YOUR IMPACT**

**WHAT YOU’LL DO**

**Client Engagement & Support**
- Create an approachable, trauma-informed environment for clients, guests, and colleagues.
- Greet, check in, and triage all visitors, assisting with client flow and connecting them to appropriate resources.
- Provide short-term services to clients with straightforward resource requests and direct those with complex needs to the appropriate resource.
- Develop warm, trusting relationships with clients to ensure consistent and supportive experiences.
- Ensure client dignity by handling sensitive information with respect, in alignment with CUPS privacy policies.

**Trauma informed Service Coordination**
- Assist with crisis intervention and de-escalation when necessary, helping clients regulate emotions and access services effectively.
- Answer questions and support clients making connections at CUPS
- Remain up to date on internal program changes to provide accurate service guidance to clients and guests
- Accurately document all client interactions in relevant databases, including intake assessments and consent forms.
- Provide coverage for CUPS Greeter role as needed, ensuring seamless client experiences.
- Work closely with CUPS Behavioral Review Committee to support service plans that facilitate long-term client access to CUPS.

**Collaboration & Partnerships**
- Maintain effective communication with CUPS colleagues to strengthen cross-program collaboration.
- Provide caring, reliable, trauma informed care to all clients accessing CUPS to reduce barriers to service and increase community trust

**WHAT YOU BRING**

**Experience**:

- 3-5 years of direct client service experience in the social services sector
- OR a diploma in Human Services (Social Work, Addictions & Community Health, etc.) with 1-2 years of experience.

**Knowledge & Skills**:

- Demonstrated experience providing first point of contact service to diverse variety of clients who may be experiencing mental health, addiction, poverty & trauma concerns
- Proficiency in client databases (e.g., FCSS, HMIS) considered an asset.
- Demonstrated ability to work effectively within a multidisciplinary team.
- Commitment to trauma-informed, client-centered care.

**Work Environment**
- Combination of individual and team based work
- Times of extended hours of sitting
- Periods of high stress during busy periods
- Exposure to escalated guests, traumatic incidents and vicarious trauma

**WHY JOIN CUPS?**
CUPS is more than a workplace—it’s a community of passionate professionals dedicated to creating lasting change. We offer a dynamic and supportive environment where collaboration, dignity, and accountability drive our work. If you’re looking to make a meaningful impact every day, this is the role for you.

**TO APPLY**:
Join us in building a healthier community—one connection at a time.

**Job Types**: Full-time, Permanent

Pay: $48,689.00-$50,617.00 per year

**Benefits**:

- Casual dress
- Employee assistance program
- Paid time off
- RRSP match

Schedule:

- Day shift
- Monday to Friday

Application question(s):

- Do you have a diploma in Human Services?
- Do you have experience in client databases (e.g., FCSS, HMIS)?
- Do you have first point of contact experience with a client who is experiencing mental health, addiction, poverty & trauma concerns?

**Education**:

- Secondary School (preferred)

**Experience**:

- Direct client service in the social sector: 3 years (preferred)

Work Location: In person

Application deadline: 2025-02-14