Agency Navigator

Since 1972, 4Cs of Alameda County has been a family resource organization dedicated to providing child care information resources and referrals, education, and payment assistance to children, families, and child care providers in Alameda County. 4Cs mission is to develop and coordinate resources to strengthen families and children. We embrace the Strengthening Family Framework. 

Position Summary: The Agency Navigator serves as a client intake and navigation specialist and is a key support role for front desk operations. This position assists families and child care providers by prescreening eligibility, supporting system access, and directing clients to appropriate programs and staff. The Agency Navigator also serves as the backup agency receptionist in the absence of the Agency Receptionist, ensuring continuity of client service and office operations.  

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Navigation & Client Intake (Primary) 

• Serve as an initial point of contact for families and child care providers seeking services  

• Responsible for pre-screening eligibility for agency programs and services, including verification of Stage 1 and Stage 2 eligibility through CalSAWS, and directing clients to the appropriate department or staff member 

• Manage Eligibility List (E‑List) inquiries, registrations, and updates 

• Responsible for Community Services Training registration management 

• Support office supply ordering for Family Services, Provider Services, and Community Services  

• Assist families or providers in completing online forms, applications, registrations, portals, and document submissions. 

• Provide licensing packets and general information when staff are unavailable 

• Support WILL CALL services for the Family & Provider Services Units  

Front Desk Coverage (Backup Role)  

• Provide front desk coverage during Agency Receptionist absences, breaks, or high-volume periods  

• Greet and check in clients and visitors  

• Answer, screen, and route incoming phone calls  

• Manage walk-in traffic and notify staff of client arrivals  

• Provide basic program information and directions

Mail, Documents & Office Support  

• Date stamp incoming mail and drop box documents  

• Route documents and interoffice mail to appropriate staff and departments  

• Scan and process documents in accordance with agency procedures  

• Assist with mass mailings during peak periods  

• Coordinate shredding services as assigned  

Facility & Service Support  

• Support upkeep of client service spaces to ensure a clean sanitized welcoming environment  

• Assist with maintaining organization of supply areas and breakrooms ensuring they are fully stocked  

• Assist with inventory checks and report supply needs with replenishment lists to ensure zero stock-outs. 

• Support with physical and digital calendars for conference rooms to prevent scheduling conflicts and ensure a professional environment for meetings. 

Confidentiality & Professional Standards  

• Perform other duties as assigned to ensure the smooth flow of work for the organization 

• Responsible for keeping confidential information safe and secure 

• Perform other duties the Supervisor may assign 

• Effective Verbal Communication Skills - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. 

• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity. 

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. 

• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively. 

• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Transportation is required for this position. 

Education/Experience: 

High School Diploma required; Associate of Arts degree preferred. One to two years’ Customer Service experience preferred. Ability to type 50 words per minute required. 

Language Ability: 

​​Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.​ 

Mathematical Ability: 

​​Add and subtract two digit numbers and multiply/divide with 10's and 100's. Perform these operations using units of American money and weight measurement, volume and distance.​ 

Reasoning Ability: 

​​Apply common sense understanding to carry out simple one- or two-step instructions. Deal with standardized situations with only occasional or no variables.​ 

Case Management: 

One to two years of Case Management or Customer Service 

Computer Skills: 

Computer experience with Microsoft 365, Outlook, and Teams is required, as well as the ability to type 50 words per minute. 

Certificates and Licenses: 

No certifications needed. 

Supervisory Responsibilities:  
 This job has no supervisory responsibilities. 

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is typically moderate.  

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to remain in a stationary position for extended amounts of time 

• Ability to identify, read and distinguish colors, with or without vision aids, a computer screen, instructional materials, rules and policies and other printed matter 

• Ability to understand speech at normal room levels, and understand speech on the telephone 

• Manual dexterity to dial a telephone, and enter into a computer 

• Ability to speak in audible tones so that others may understand clearly in normal conversations and on the telephone 

• Mental acuity to perform the essential functions of this position in an accurate and timely fashion; to make good judgments and decisions; and to evaluate the results of decisions and judgments 

• While performing the duties of this Job, the employee is occasionally required to move around. The employee must occasionally lift and/or move up to 20 pounds   

• Facility to drive a vehicle 
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The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.