Intake & Resource Navigator

Job Title: Intake & Resource Navigator

Employment Type: Full Time / Hourly 

Goodwill Southwest Florida is seeking an Intake & Resource Navigator to serve as the first point of contact for participants, visitors, and community members seeking services and support. This bilingual (English/Spanish) position combines participant intake, resource navigation, customer service, administrative support, and office coordination to ensure individuals are connected to the appropriate programs, services, and community resources while supporting the daily operations of Community Support Services.

Key Responsibilities:

• Serve as the organization's primary intake receptionist by answering general incoming calls, providing program information, routing callers to the appropriate department, and taking detailed messages for staff follow-up.
• Greet participants, visitors, vendors, and staff at the main lobby, Community Support Services entrance, and Community Resource Center entrance while ensuring a professional, welcoming experience.
• Manage visitor sign-ins, notify staff of guest arrivals, and coordinate visitor flow throughout the facility.
• Maintain current knowledge of organizational programs, services, and staff directories to accurately answer questions and connect individuals with appropriate resources.
• Receive incoming mail and packages, coordinate deliveries, and ensure items are routed to the appropriate department or employee.
• Maintain department office equipment, including copiers, scanners, and fax machines, and ensure adequate supplies such as paper and toner are available.
• Oversee the organization and functionality of common areas, meeting spaces, and supply closets to maintain a professional and efficient work environment.
• Serve as a resource for staff by researching questions, gathering information, and connecting employees with appropriate solutions and resources.
• Submit, monitor, and follow up on information technology and facility maintenance requests until issues are fully resolved.
• Assist with meeting, conference, and event preparations, including room setup, furniture arrangement, and material organization.
• Maintain departmental filing systems and assist with document scanning and cloud-based record management.
• Manage calendars, schedule meetings and appointments, and coordinate activities for Community Support Services staff.
• Communicate regularly with Community Support Services, Community Resource Center, and administrative staff to support coordinated service delivery and daily operations.
• Follow all company and departmental policies and procedures.
• Perform other related duties as assigned.

Qualifications:

• High school diploma required; Associate's degree preferred.
• Must be bilingual in English and Spanish.
• Two years of experience in customer service, community services, administrative support, intake, reception, or a related field.
• Experience coordinating administrative operations, facilities requests, or information technology support tickets preferred.
• Ability to provide exceptional customer service and create a welcoming environment for participants, visitors, and staff.
• Strong critical thinking, problem-solving, and decision-making skills.
• Self-starter with the ability to take initiative, manage responsibilities independently, and follow issues through to resolution.
• Excellent verbal, written, and interpersonal communication skills in both English and Spanish.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and adapt to changing needs in a fast-paced environment.
• Proficiency in Microsoft Outlook, Word, Excel, and Teams.
• Ability to learn and effectively use phone systems, databases, and ticketing systems.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
• Knowledge of community resources and support services.
• Ability to work effectively with diverse populations while demonstrating professionalism, patience, and empathy.

Why Goodwill?

• Mission-driven nonprofit organization
• Collaborative merchandising team
• Opportunity to impact multiple store locations across Southwest Florida

Benefits & Perks

• Medical, dental, vision insurance
• 403(b) retirement plan
• Paid time off (PTO) and paid holidays
• Employee Assistance Program
• Employee discounts
• Tuition Reimbursement