Reports to: Director of Client Experience
FSLA Status: Exempt
Hours: 40 Hours/week; some evenings and weekends
Location: South Portland and Lewiston, ME
Dempsey Center Mission + Values
At the Dempsey Center, our mission is to make life better for people impacted by cancer. Our core focus is on meeting our clients where they are and offering care and community that supports them in every part of their journey. We are seeking candidates who are passionate about our mission, eager to support our clients, and who live and model our core values of compassion, teamwork, humility, resilience, and commitment.
The Client Journey Navigator (CJN) plays a vital role in achieving successful outcomes for those impacted by cancer as they utilize services at the Dempsey Center. This position will help facilitate care for clients of all ages whose lives are affected by cancer, including cancer patients/survivors, loved ones, caregivers, parents/guardians, and bereaved individuals. The navigator will build effective relationships with clients and help to support and educate them as well as assist them through the Dempsey Center Experience. To achieve this, the CJN will need to be able to identify the client’s physical, emotional, and cultural needs and help them access appropriate resources offered in the center to meet these needs.
This CJN role requires supporting clients who are experiencing significant emotional distress. The individual in this role must demonstrate a commitment to self-care in order to manage, care for, and guide themselves – as well as clients – through the experience.
Responsibilities and Expected Outcomes
Orient Clients to Dempsey Center
- Facilitate client-centered care that is compassionate, appropriate, and effective for meeting clients where they are within their cancer impact
- Demonstrate understanding of Dempsey Center services, roles of direct service providers and how to access services across the continuum in order to support, assess, and address client needs
- Improve client navigation process through continual self-evaluation, feedback and data gathering, and quality improvement mechanisms
- Meet individually with clients, provide resources, complete applicable in-take information and input accurate and complete client information into client management system MindBody
- Listen, hold space and be present for each client, direct client to appropriate resources, both internally and externally
- Assign memberships and determine eligibility for client services
- Support in the development of metrics to show the impact and value of Dempsey Center services
- Demonstrate interpersonal and communication skills that result in the effective exchange of information and collaboration with clients and Dempsey Center service providers
- Demonstrate an awareness of and responsiveness to the larger context and system of health care, as well as the ability to call effectively on other internal resources, e.g., Nutrition, Movement , Complementary Therapies, Psychosocial and/or Home Hospitality Care, to provide optimal care
- Act as primary point of contact for clients referred for navigation services
- Follow-up with clients to determine value and impact of services; this follow-up includes oversight of the Dempsey Center Caring Calls Program
- Assess and respond to high distress client in accordance with current Dempsey Center Standard Work Procedures
- Attendance and participation at staff meetings, team meetings, and committee meetings
- Minimum of Bachelor’s degree from an accredited college or university required.
- LMSW-CC or LCSW, LCPC, LSW or Behavioral Health RN preferred.
- Foundational knowledge in psychosocial oncology care, including factors known to commonly contribute to client distress and training in evidence-informed interventions for supporting client coping and resilience
- Training and comfort with working with clients in high distress and ability to implement clinical triage, assessment and crisis intervention protocols
- Clear, concise communication and strong emotional intelligence to support clients in need and partner across the Dempsey community
- Experience working with clients across the lifespan (including youth)
- Minimum of two years’ experience in oncology, palliative care, or hospice care setting preferred
Other Key Skills:
- Success in roles requiring execution of multiple tasks while responding to multiple priorities
- Demonstrated ability to build and maintain relationships with a wide array of people – junior and senior, for-profit and nonprofit, and from diverse backgrounds
- Outstanding communication and interpersonal skills
- Effective analytical skill
- Passion for the Dempsey Center’s mission and impact.
- Skilled in identifying best practices and improving internal systems with an eye toward future needs and budget realities
- Experience in program evaluation, tracking outcomes, and demonstrating impact
- Proven ability to lead change efforts with efficiency, flexibility, and good humor
Diversity, Equity, and Inclusion at the Dempsey Center
The Dempsey Center promotes a culture of inclusion and seeks talented staff from diverse backgrounds. The Dempsey Center encourages applications from qualified candidates of every age, race, national origin, gender, gender identity, sexual orientation, ability, and veteran status.
Licensure, Registration, and Certification
- Valid Maine Driver’s License
Ability to read, analyze, and interpret complex documents. Ability to effectively communicate with employees, clients, Board members, donors and potential donors, volunteers, consultants, advisors, and members of the community.
Requires intermediate or better proficiency with Microsoft Office 365 including Word, Excel, Powerpoint, and Outlook, or equivalent.
Responsibility for Confidential Matters
Works regularly with highly confidential information. Must comply with confidentiality policies and procedures. Utmost discretion and integrity are required for the job.
Adheres to Dempsey Policies + Culture
Regularly represents the Dempsey Center and interprets its policies and practices to all types of people within and outside the organization. Assumes responsibility for harmonious relationships. Treats everyone with dignity and respect.
The job requires some motor ability such as the handling or operation of a telephone, personal computer, copy machine, etc.; such operations are not a primary component of the job, nor is speed a basic requirement.
Required for all employees:
- Background check
- Annual flu immunization
- COVID19 vaccination