C5 System Navigator

Hours: Full-time (Monday - Friday, 37.5 hours/week with the possibility of occasional weekend hours)

Reports To: C5 Director and C5 Hub Team Lead

Background:

The C5 is a formal collaborative of 5 Edmonton agencies:

• Bent Arrow Traditional Healing Society
• Boyle Street Community Services
• Newcomer Centre
• Norwood Child and Family Resource Centre
• Terra Centre for Teen Parents

Through our integrated service delivery model, we provide a one-stop hub where people can access essential resources without navigating complex systems or multiple agencies. We are committed to building community, reducing poverty, and breaking down barriers for underserved individuals and families in North Edmonton.

Position Summary

The System Navigator is a frontline role responsible for supporting individuals and families to access services by navigating complex government, social service, and community support systems. This role provides intake coordination, referrals, and system navigation support, while also promoting Hub programs and maintaining accurate client data using Microsoft Power Apps. The successful candidate will have strong knowledge of community and government systems, excellent interpersonal skills, and a commitment to equity and access.

Key Responsibilities:

System Navigation & Intake Coordination

• Support community members in identifying needs and navigating public systems, including income support, housing programs, childcare subsidies, health services, and settlement supports.
• Conduct intakes, triage presenting issues, and facilitate warm referrals to appropriate internal and external services.
• Maintain updated knowledge of local services, government programs, eligibility criteria, and referral pathways.
• Respond to walk-ins, phone calls, emails, and social media inquiries in a timely and respectful manner.
• Actively promote a welcoming and inclusive environment, upholding C5 values in all interactions.

Community Engagement, Communications & Promotions

• Collaborate with Hub staff to disseminate information on programs, events, and services to ensure internal alignment and public awareness.
• Develop posters, flyers, and digital promotional materials to support Hub initiatives.
• Contribute to the weekly Hub calendar to reflect upcoming events, services, and partner activities.

Program Facilitation

• Facilitate or co-facilitate orientation and information sessions (e.g., how to access government benefits, navigating housing systems, etc.).
• Adapt sessions to community needs and areas of personal or organizational expertise.

Data & Information Management

• Enter and maintain accurate client records and service data using Microsoft Power Apps.
• Ensure follow-ups and referrals are recorded and tracked appropriately across relevant systems.
• Collaborate with staff to support outcome tracking and data analysis for reporting and evaluation.

Volunteer Engagement

• Maintain volunteer schedules, job descriptions, and contact records.
• Communicate regularly with volunteers to coordinate participation and keep them informed of opportunities and expectations.

Qualifications

Education

• Diploma or Degree in Social Work, Human Services, Community Development, or related field. A combination of education and relevant experience will be considered.

Experience

• Minimum 2 years of experience in the nonprofit or public sector, particularly in a front-line or system navigation role.
• Demonstrated ability to support individuals in navigating government and social services (e.g., Alberta Works, AISH, housing programs, immigration services).
• Experience working in culturally diverse environments and with marginalized populations

Knowledge, Skills and Abilities:

• Knowledge of Edmonton’s service landscape, including government systems and community-based supports.
• Proficiency in Microsoft Power Apps or similar CRM/database platforms.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Demonstrated cultural humility and commitment to anti-oppressive practice.

Accountability Measures:

• Maintain timely and accurate client records in Microsoft Power Apps with minimal errors.
• Ensure all intakes and referrals are followed up within 3 business days.
• Contribute to monthly reporting and tracking of service statistics.
• Actively participate in team meetings, trainings, and collaborative case discussions.
• Ensure promotional content is reviewed and updated weekly.