Supervising Navigator chez Fedcap

Position Summary:

The Supervising Navigator plays a critical leadership role in the success of Fedcap’s Washington, DC Career Mobility Action Plan (Career MAP) program, supporting families at risk of experiencing the benefits cliff by delivering holistic, two-generational services that promote long-term economic mobility. The Supervising Navigator is responsible for leading a team of 6–10 Navigators and support staff, ensuring full compliance with program policies, delivering high-quality, outcomes-driven services, and meeting all performance benchmarks. This role combines strategic supervision with direct service delivery, including management of a small caseload when needed. The Supervising Navigator will ensure all participants receive robust coaching, tailored service connections, and compassionate support throughout their journey.

What You'll Do 

Staff Development and Leadership

• Lead a team of approximately 6-10 individuals applying techniques to motivate staff, establishing and maintaining a high energy, high accountability, team approach to getting site work completed in a timely manner and in an atmosphere that is stimulating and allows for continued growth and development

• Conduct weekly supervisions with staff that are data informed and foster accountability with measurable goals to continuously improve performance where goals are being achieved at 90% or greater and correct deficiencies when goals are below 89%.

• Review and evaluate staff performance by completing monthly and annual case and performance reviews on each team member setting improvement goals to ensure each individual team member meets monthly/quarterly/yearly contractual goals; develop continuous process improvement plan and/or corrective action plans to reflect necessary contractual achievement progression

• Represent Fedcap at monthly and quarterly meetings with the ability to translate information into actionable items as well as look for innovate approaches to keep Fedcap at the forefront of excellence

• Collaborate with local leaders and other program staff to develop solutions and partner with other program leaders to execute process and projects for the growth and continuous improvement of the program

• Design and execute a minimum of 1 solution or specific training based on funder requests, feedback from internal reviews, etc. monthly to drive towards continuous process improvement

Participant and Partner Relationship-Building

• Build rapport with existing participants, collect satisfaction surveys, interact with high-priority program participants, advise Navigators on proper case handling, etc. 

• Build relationships and coordinate robust schedule of rotating community presenters (schools, employers, resources), peer groups and other two-generational workshops that occur weekly to ensure activities for program participants and exciting, fresh and relevant.

• Responsible for execution of case coaching (model expands beyond traditional case management); while staff members are primary case load holders, there may be select individual cases assigned to the supervisor, or times where assigned caseloads need covered by a supervisor during times of vacancies and/or vacations.

• Observe, and assist, when necessary, a minimum of 10% of participant interactions a week including bi-weekly coaching sessions and/or weekly non-compliance/re-engagement attempt meetings including in office and home visits to ensure services are provided with a high level of accuracy, efficiency and customer services

Performance Management and Outcome Achievement

• Consistently meet or exceed performance targets and KPIs, including job placements, employment retention, school completions, case closure due to earnings, customer satisfaction and audit scores.
• Ensure 100% accuracy in internal data systems, including timely recording of employer activity, jobseeker interactions, and placement outcomes
• Work closely with internal teams to maintain service consistency and accountability, improving overall efficiency in services including participation workshops and job placements
• Responsible for capturing and recording employment information and then working closely with the Customer to maintain and obtain job promotions and/or salary increases on the job.
• Diligently verify and report all aspects of Customer milestone achievements to DHS.

Compliance, Documentation, and Data Accuracy

• Maintain up-to-date, accurate documentation in Fedcap Cares (the Electronic Case Management system) for all customer interactions, DIRP updates, and milestone progress.
• Track and report on Work Participation Rate (WPR), placement outcomes, and retention milestones in alignment with DHS standards and internal performance goals.
• Execute outreach and non-compliance protocols, including phone calls, emails, letters, and home visits, to ensure customer engagement and accountability.

You're a great fit for this role if you have: 

• Bachelor’s degree in Social Work, Counseling, Psychology, Human Services, Workforce Development, or a related field from an accredited institution required.
• A Master’s degree in a relevant discipline is a plus.
• Minimum of 3 years of experience in case management, vocational rehabilitation, workforce development, or social services, preferably serving low-income, TANF, or other public-benefit populations.
• Minimum of 2 years of experience in supervising and leading teams, preferably in in case management, vocational rehabilitation, workforce development, or social services

• And/or education or experience deemed appropriate by the agency.

Compensation

$60,000-$66,000 annually

Equal Opportunity Employer

Company