Consumer Navigator

    • Job Tracking ID: 512507-710204
    • Job Location: Milwaukee, WI
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: August 06, 2020
    • Years of Experience: 2 - 5 Years
    • Starting Date: August 17, 2020
Invite a friend
facebook LinkedIn Twitter Email

Job Description:

Be Part of a Great Team!

IndependenceFirst is looking for awesome people to join our team!

You are just the person to join our growing team if you are...

  • Looking for an Excellent Benefits Package
  • Passionate About Helping Others
  • Prefer Bilingual in English, Spanish, Hmong or Arabic (Not required)

Benefits include:

  • 12 sick days, 13 vacation days and an additional 10 paid holidays a year
  • Employer paid Dental, Life Insurance (twice annual salary), AD&D, Short and Long Term Disability
  • Health Insurance Benefits (partially employer paid, depending on coverage)
  • Low-cost Vision Insurance
  • Employer-matched 403(b) Retirement Account
  • Fitness Center On-site
  • Annual Health Risk Assessment
  • Annual Flu Shot
  • Comprehensive Wellness Program
  • Tuition Reimbursement Program




I. Position: Consumer Navigator


II. Status: Full Time, Hourly


III. Reports to: Chief Operating Officer


IV. Position Summary: The Consumer Navigator is the first contact for potential consumers for our agency. The position is placed in the reception area for ease when greeting visitors and answering questions related to our independent living and personal care services. Handles walk-in, email and phone call inquires in a timely manner. Is the main contact for the personal care services intake line. Conducts an assessment of the targeted services with interested individuals seeking these services, then makes the appropriate referral.


V. Position Expected Hours of Work: There may be some variability in the weekly schedule, but, typical hours are 8:00am to 4:30pm, Monday through Friday, 40 hours weekly. Position is housed and primarily operates out the IndependenceFirst main office.



VI. Essential Functions of the Position:


  1. Have a complete understanding of the programs and services available at IndependenceFirst.
  2. Provides information, PAS screening and assessment, and a general needs assessments to individuals to determine eligibility for IndependenceFirst’s programming. After the determination is made will make a referral to the Intake and Consumer Service Coordinator or to the Resource Center Specialist as appropriate.
  3. Organize, update, and maintain confidentiality of consumer information, as well as electronic data and paper files.
  4. Maintain accurate trending reports on the number of returning and new consumers to the agency.
  5. Assess and prioritize emails and calls responding to them in a timely manner.
  6. Respects individual’s dignity and confidentiality at all times.
  7. Will refer to Resource Center Specialist when the individual requires information and referral services.
  8. Will conduct follow up calls to individuals as directed to determine their status in the long term care system.
  9. Complete agency required documentation for all activities in agency database.

I. Work Environment

  1. The work environment is generally performed in an office setting with minimal to moderate noise level.




The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

As an Independent Living Center, it is required that 51% of IndependenceFirst’s staff have a disability. IndependenceFirst is an equal opportunity employer and strongly encourages people with disabilities to apply for this position.

Experience and Skills:

I. Professional Qualifications

  1. Must have a firm belief in consumer control, the independent living philosophy and our agency Vision Statement:


IndependenceFirst is for full inclusion of persons with disabilities in every aspect of our community and IndependenceFirst commits itself toward this end.

'Empowerment is part psychological, part social, and part political. It is the process by which individuals define their own problems, find their own voice, develop their own plans, act on their own behalf, and claim their own power.'

'Empowerment means more than having responsibility, but also having the authority and ability to make one's own choices.'


  1. Bachelor's degree in related field or life experience may be substituted in lieu of, in full or part of academic requirements.
  2. Strong attention to detail and organization is a must.
  3. Demonstrated ability to us standard office equipment such as telephones, computers, copiers, fax machines, etc.
  4. Displays the ability to communicate with others effectively, listen closely and convey points clearly.
  5. Shows proficiency with Microsoft computer programs such as Word and Outlook.
  6. Demonstrates excellent consumer service skills and the ability to calm prospective consumers who may be distraught.
  7. Demonstrated positive attitude, reliability, is friendly and approachable, a self-starter who assumes responsibility when warranted is conscientious, professional in manner and hard working.
  8. Knowledge of federal, state and community services and funding resources.
  9. Awareness of disability rights legislation including the ADA, Rehabilitation Act, IDEA, etc.
  10. Transportationally mobile or able to arrange own transportation.
  11. Proven ability to work independently with minimal supervision required.
  12. Preferred bilingual Spanish speaking.