Family Navigator

Reporting To: Director of Learning Center Operations

Employment Status: Full Time - 12 Months/year-round

FLSA Status: Non-Exempt, Hourly

Starting Pay: $25.00 - $28.61 / hour

Summary Of Core Responsibilities & Org Relationships:

The Family Navigator serves as a key face and voice of Groves Learning Organization and is the first responder for all inquiring families. The Family Navigator develops trusting relationships where families are valued on their journey of discovery to find the best-fit learning solution for their child. The Family Navigator follows a process to nurture and educate the prospective family about Groves and speaks to all that we do across The Learning Center, School, and Literacy Partnerships, recommends service(s) based on client needs, ensures successful enrollment/conversion to Learning Center services, and manages a prospective and past family queue in an effort to meet or exceed monthly and annual budgets.

Duties and Responsibilities:

• Intake and Enrollment: Engages with all inquiries that come in via phone, visit, email and web
• Builds rapport and nurtures an authentic relationship with a prospective family
• Implements a process of discovery to gain understanding of concerns and needs
• Has knowledge to answer questions about Groves and recommends appropriate Groves service pathways based on family-stated needs and program parameters, without interpreting clinical or diagnostic documentation
• Collaborates with all divisions of Groves to support lead cultivation
• Identifies potential objections to enrollment and guides family to a best fit solution
• Hands off potential school families to the Admissions Director to initiate the application process
• Enrolls and schedules students for Learning Center services within established capacity parameters and takes deposit payments as applicable
• Tracks and manages all inquiries, analyzes inquiry volume, and subsequent enrollment trends and reports to the Admissions Director and Director of Learning Center Operations
• Analyzes and reports inquiry volume and conversion data for each service area for the purpose of refining the client nurturing/enrollment process to result in increased enrollment and enhanced family experience
• Contributes to achieving monthly and annual enrollment targets through effective intake management, follow-up, and conversion execution

Secondary Responsibilities:

• Proactively seeks renewal enrollments and nurtures old or lost prospective families
• Participates in Admissions events and tours
• Participates in outreach and networking with potential referral sources in the community
• Maintains referral list to support families in finding the right resources outside of Groves as needed thus establishing Groves as a leader in the community

Job Specifications:

Education, Experience, and Credentials

• Bachelor's Degree preferred
• 2-3 years of successful experience in an educational setting and understanding of students with learning disabilities required
• Knowledge base of students with autism, OCD, depression, and anxiety preferred
• 2-3 years of successful experience nurturing and maintaining client relationships required
• Experience working with a CRM system such as Salesforce preferred.

Knowledge, Skills, and Abilities

• Knowledge of Google applications such as Docs, Sheets, Slides, Gmail, or Microsoft applications such as Word, Excel, PowerPoint, and Outlook
• Attention to detail and ability to manage multiple tasks
• Excellent interpersonal skills to interact effectively with a variety of people and personalities inside and outside the organization
• Able to plan, prioritize, coordinate, and manage own work in a fast-paced environment. Able to work unsupervised and solve problems effectively and creatively.
• Able to display high levels of customer service, responding promptly and thoroughly to the inquiries and needs of individuals both internal and external to the organization, as applicable
• Knowledge of and sensitivity to special needs of students

Core Values in Practice:

As a staff member at GLO, you are entrusted to bring these values to life through your daily work:

Authenticity: Engage honestly and transparently in all interactions, building trust with students, families, and teammates. Communicate openly about successes, challenges, and needs, fostering an environment where everyone can grow and contribute.

Collaboration: Actively partner with colleagues across programs and divisions to elevate student outcomes and organizational impact. Share insights, celebrate wins, and support each other with mutual respect and shared purpose.

Compassion: Embrace the diversity of our community which includes learners, learners' families, staff, and faculty by recognizing and valuing individual strengths, experiences, and perspectives. Approach others with empathy, patience, and a commitment to creating belonging for all.

Discovery: Seek continuous improvement through curiosity, reflection, and learning. Innovate within your role and contribute to the evolution of practices that enhance the educational experience for students and colleagues alike.

Tenacity: Demonstrate resilience and boldness when facing challenges, advocating for students and systemic improvements. Persist with purpose, even when the work is difficult, always driving toward solutions rooted in research and compassion.

We expect every team member to model these values by fostering a culture that is inclusive, supportive, and courageous. Staff are encouraged to take initiative, contribute to collaborative problem-solving, and hold each other accountable to the highest standards of integrity, professionalism, and care. When we embody GLO's values together, we create the kind of community where everyone can thrive.

Physical Requirements Necessary to Perform This Job

Incumbent must be able to:

• Hear, speak, and effectively communicate in the English language, including following oral and written instructions, in order to communicate with people inside and outside the organization
• Sit or stand at a desk for extended periods of time and perform long hours of work sitting at a computer and in meetings
• Apply manual dexterity and visual acuity for computer keyboarding and office equipment use, and review detailed reports and information
• Move around the school and office or classroom area repeatedly or prolonged times throughout the day.
• Work a flexible schedule, including attending and presenting at events and meetings that occur outside of typical work hours as required/scheduled

Tools and Equipment Used

• Must be able to use computers, telephones, photocopiers, and related office equipment
• Must be able to lift/move up to 10-35 pounds occasionally depending on your position

Work Environment

• The work environment is indoors.

This job description does not necessarily list all the functions or accountabilities of the job. Employees may be asked by management to perform additional duties and tasks. Management reserves the right to revise and update job descriptions at any time.