Client Navigator II, Senior Nutrition Programs

Feed More collects, prepares and distributes food to neighbors in need. With a service area that stretches across 34 cities and counties, our comprehensive programs and Agency Network are dedicated to providing our communities with access to quality food and healthy meals year-round.

With the help of over 100 employees, close to 300 members of Feed More’s Agency Network and around 200 volunteers a day, Feed More can carry out its mission of fighting hunger throughout Central Virginia. Feed More is a proud member of Feeding America and Meals on Wheels America.

At Feed More, we want everyone to have a seat at the table.  We envision our table as a lively gathering of wonderfully, unique individuals where differences are encouraged and appreciated. And, of course, our table is full of good, nutritious food.

Feed More aspires to be a place where every individual contributes to our culture by living out our core values: respect, collaboration and impact.  We recognize our talented and diverse workforce as a key competitive advantage and our business success reflects the quality and skill of our people. That’s why Feed More is committed to seeking out and retaining the best talent.

A confident, organized, mission-driven and client-focused professional to join our team as a Client Navigator II. In this role, you will serve as the front-line point of contact for Meals on Wheels and other Senior Nutrition Program clients, caregivers, and volunteers.

Programs

Manager, Intake and Referral Operations

Full-time Salaried Exempt

None

None

The Client Navigator II conducts structured intake and referral, creates the daily meal order and provides reports to the kitchen, supports dispatch through coordination with field site associates and the transportation team, engages in the recruitment and training of volunteers, independently addresses delivery-day issue resolution, client onboarding processes and ensures accurate documentation. The Navigator operates within clearly defined service protocols and escalation pathways, supporting reliable nutrition delivery and coordinating neighbor care programs while maintaining boundaries from eligibility determination and case management.

Intake & Onboarding

• Process new applications accurately and within established service timelines.
• Ensure accurate entry of client data into required systems.
• Conduct onboarding activities to initiate services for new clients. Identify and address potential barriers to successful enrollment in the program within defined time frames.
• Coordinate with field site associates and kitchen teams to resolve delivery issues
• Receive and evaluate reassessments from partner agencies to ensure continuation of services for clients.
• Independently evaluates client situations and applies program policies and referral criteria to determine appropriate service pathways and partner agency referrals.

Service Navigation & Follow-Through

• Provide structured follow-up contacts as required by program standards.
• Complete warm referrals to appropriate community resources based on client’s identified needs.
• Escalate unresolved barriers through defined protocols.
• Maintain clear boundaries regarding eligibility, sponsorship, and case management.
• Exercises independent judgment in resolving complex client service barriers and coordinating cross-functional solutions within established program guidelines

Delivery-Day Support & Issue Resolution

• Respond to calls from clients, caregivers, and volunteers regarding missed meals, cancellations, or unable-to-reach situations. Identify and implement solutions based on communication with clients, caregivers, volunteers, and referral partners.
• Document and resolve service disruptions in coordination with the Operations Coordinator.
• Identify patterns in service concerns and make decisions on continuation of services; elevate recurring issues or appeals to the Manager.
• Supports Client Services volunteers in scheduling, onboarding, training and support during volunteer shifts
• Serves as a point of contact for referral agency partners to identify and address service delivery and eligibility issues for clients.

Documentation & Quality Standards

• Maintain accurate, timely, and compliant documentation.
• Follow call scripts, service standards, and escalation procedures.
• Participate in training, QA reviews, and cross-training initiatives.
• Ensure intake data accuracy and reporting integrity.

• A high school diploma
• 7+ years of relevant experience and/or Community Health Worker certification
• Experience in intake, call center, or service coordination environments
• Strong communication, organizational and documentation skills.
• Ability to remain calm and solutions focused in high-volume settings.
• Commitment to serving seniors with a person-centered and trauma-informed approach.

• Bachelor’s degree in business, communications, human services and/or related field
• 10+ years of relevant experience in a similar role
• Professional working proficiency in Spanish

In addition to competitive wages, we’re proud to offer full-time employees with comprehensive medical, dental, and vision benefits, 401K, generous paid time off, 10 paid holidays and more.

Interested candidates should apply and complete the Plum Assessment by June 12, 2026. We kindly request no phone inquiries.