Customer Service Training Program (CSTP) Navigator

Posted on July 18, 2023
OPEIU Local 8
 per hour
Various Location
Health insurance, Paid time off, Paid holidays, Dental insurance, Vision insurance, Life and disability insurance
Applications accepted until position filled

AT YOUTHCARE: YouthCare envisions a community where no young person experiences homelessness, all young people have the opportunity to thrive, and the systems that oppress them are dismantled. YouthCare serves young people of many racial and ethnic backgrounds, abilities, sexual orientations, gender identities, and religious beliefs, and we seek a workforce that reflects that diversity.

ABOUT YOUTHCARE: YouthCare works to end youth homelessness and to ensure that young people are valued for whom they are and empowered to achieve their potential. Founded in 1974, YouthCare was one of the first programs to serve runaway and homeless youth on the West Coast. The goal was to help young people find safety today and build a future for tomorrow. Over four decades, we’ve defined best practices and developed programs that are a national standard for excellence. Using a youth-centered approach, we ensure that young people experiencing homelessness ages 12-24 have the hope, skills, and confidence to gain long-term stability.

COVID vaccinations are mandated at YouthCare. Employees will be required to submit proof of vaccination or have an approved request for medical or religious exemption and an approved accommodation at the time of On-Boarding. Please note: Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.


POSITION SUMMARY: Under the supervision of the Program Manager, the Customer Service Training Program (CSTP) Navigator will enroll, track, and provide barrier reduction and navigation support for Customer Service Training Program participants. The CSTP Navigator will assist with recruiting cohorts of young people into the Customer Service Training Program, accompany young people with supportive services throughout program, and provide aftercare measures while advancing program goals and deliverables. The CSTP Navigator will complete program data entry, facilitate job readiness training sessions, and support internship and employment placements.

This role will additionally be accountable to all required budget monitoring, policy and procedure creation and implementation, and partnering with internal and external stakeholders, including volunteers, other YouthCare staff, and community partners to ensure client progress toward YouthCare’s four core outcomes – housing stability, economic stability, wellness, and networks of support.

TEAM OVERVIEW: The Engagement and Workforce Services Team includes approximately 55 team members focused on building relationships, restoring trust, and planning for the next steps as youth and young adults prepare for independence. The staff helps young people learn soft skills and take attainable first steps toward longer-term employment. The Team offers transformative ways to build skills and confidence to explore a career and gain long-term employment. The Engagement and Workforce Services Team spans seven program sites- Orion Center; UDYC; South Seattle site; YouthBuild programming at the South Seattle College campus; YouthGrow programming at the Interagency Academy; the Denny Shell space (slated to open in 2023); and the Constellation Center (slated to open in 2026).

The Engagement and Workforce Services division within YouthCare’s Programs Department is responsible for connecting youth and young adults to services that provide continuity and stabilization, connecting young adults to critical resources and services to prevent homelessness, outreaching into the community to educate the public, and share the work YouthCare is doing to end youth homelessness; and working internally to foster an integrative service delivery approach that elevates team member competencies and success in providing culturally relevant services.


  • Build trust and rapport with young people experiencing homelessness and housing instability, young people who have experienced sexual exploitation, have experienced incarceration or detention, and/or young people who are at risk.
  • Complete necessary paperwork and data collection, including intake, enrollment, individual service plans, attainments, case notes, exits and referrals, as needed. Communicate client needs and behaviors to the appropriate staff, and refer young people to appropriate and necessary services, as needed.
  • Execute Performance and Quality Improvement (PQI) tasks and accreditation standards and adhere to all agency policies and procedures
  • Comply with the agency’s mandated reporting requirement and report suspected abuse, neglect, or sexual exploitation of minors within the required timeframe.
  • Attend and actively participate in staff meetings, supervision meetings, and other required meetings.
  • Participate in all required training. Annual training requirements vary by program.
  • Act as a professional representative of YouthCare and maintain a professional working environment (office, personal workspace, agency vehicle, etc.).
  • Maintain a flexible work schedule and be cross trained in providing support to other teams, as required by individual program needs.


  • Provide comprehensive navigation support for CSTP participants; regularly meet with cohort participants and assist them in remaining actively engaged in program. Support them in the pursuit of their personal, educational, and employment goals.
  • On an ongoing basis, assist clients in identifying and eliminating barriers to success in employment and educational settings; (transportation, legal advocacy, referrals to mental health and substance use support, housing connections, and more)
  • Deliver YouthCare’s Workforce Training curriculum through classroom-based and hands-on lessons.
  • Lead employment navigation efforts with CSTP clients, including assessments, resume creation, interviewing skills, and job search.
  • Support the advancement of CSTP programming and recruitment, including but not limited to assessing client eligibility, facilitating applications and intakes, creating flyers, email blasts, and ensuring that required paperwork is complete and submitted in a timely manner for successful program enrollment.
  • In coordination with program staff, support clients in internship and employment placements and throughout the 90-day aftercare period
  • In coordination with program staff, coordinate networking and skill-building opportunities for clients, including guest speakers, tabling events, field trips, teambuilding activities, college tours, and career fairs; accompany clients to local job fairs, workshops, events, as needed.
  • In coordination with program staff, identify and build relationships with potential community partners to assist in eliminating barriers to client success.
  • In collaboration with the Program Coordinator, perform general administrative and office support activities for the program. Courier inter-office mail, stipend requests, client paychecks, and client resources (such as food or supplies) between Main Office, engagement centers, food banks, and other YouthCare programs as needed.
  • Assist with client stipends, including tracking stipend earnings, collecting, and submitting youth timesheets, and distributing youth paychecks.
  • In coordination with program staff, regularly collect and incorporate client feedback.
  • Assist with driving YouthCare CSTP clients on field trips and other service outings.
  • Assist with report writing, data tracking, and documentation for contract compliance. Complete all mandatory Caseworthy data entry tasks weekly.

This job description is not intended to cover every aspect of your job at YouthCare. We are a team that works together to meet the needs of our clients, and every member of the team member is expected to pitch in and help beyond the specific responsibilities listed in this description.


  • Deep commitment to equity as a goal and an approach
  • Demonstrated commitment to anti-racism.
  • A philosophy consistent with the Mission, Vision, and Core Values of the organization
  • Ability to maintain positive regard for young people despite periods of ambiguity and opposition.
  • Coachability, and a desire to engage in candid two-way feedback as a means for professional growth.
  • Demonstrated ability to manage a large volume of work, while providing responsive service to internal and external stakeholders at all levels
  • Demonstrated professionalism through a positive and cooperative attitude and by maintaining the confidential and proprietary nature of related work products.
  • Demonstrated ability to maintain stable performance under pressure or conflict; handle stress in a manner that maintains teamwork and respect for others and to the agency.
  • Initiative, creativity, and flexibility
  • Experience with and demonstrated integrity when working with diverse populations and cultures.
  • Sense of humor and joy for the work



  • HS Diploma or equivalent and 2+ years of relevant work experience, OR an equivalent combination of education, relevant work experience, and/or lived experience (4+ years)
  • Ability to accurately maintain and produce files, records, logs, and reports.
  • Ability to maintain professional boundaries with clients while building trust and respect.
  • Ability to verbally and physically respond to an aggressive person in ways that de-escalate, establish and maintain staff and young peoples’ safety.
  • Ability to develop and lead programming/classes/activities.
  • Ability to assume responsibilities or duties within the agency not specifically delineated in this job description for short periods of time or on an infrequent basis.
  • Commitment to YouthCare’s initiative to build cultural proficiency across the agency. Acceptance of a variety of lifestyles, behaviors, and cultural and spiritual practices.
  • Experience and credentials must comply with program contractual requirements, including but not limited to the Washington State Department of Children, Youth, and Families (DCYF) background clearance process, and must be at least 21 years of age.  DCYF Clearance must be maintained for the entirety of employment when working with under-18 clients.


  • Experience working with young people experiencing homelessness, housing instability, poverty, and systemic oppression.
  • Experience within workforce development systems, education, and/or employment
  • Intermediate computer software skills, including Windows, MS Outlook, MS Word, and Excel
  • Bachelor’s Degree in Social Work, Human Development, Psychology or a related field
  • Bilingual


  • Must be able to provide I-9 supporting documentation for employment.
  • Ability to provide a negative TB Test (results must be within one year of hire date).
  • Employees who drive YouthCare vehicles as a requirement for their position, must be at least 21 years old, possess a valid Washington State Driver’s License, and meet minimum safe driver criteria established by the agency and our insurance company which includes completion of Defensive Driving and 15-passenger Van training.  Drivers under the age of 25 must have been licensed for at least three years, and those operating vehicles with a capacity of 15 or more passengers must be at least 25 years old.
  • Ability to obtain a current Food Handler’s Card
  • Successful completion of pre-service training as required by contracting agencies.  Training includes CPR & First Aid (Adult/Child), Bloodborne Pathogens, and Behavior Management.
  • Computer software skills, including Windows, Microsoft Outlook, Microsoft Word, and Excel.
  • Strong verbal and written communication skills with good quality spelling, grammar, and punctuation.
  • Commitment to YouthCare’s initiative to build cultural proficiency across the agency. Acceptance of a variety of lifestyles, behaviors, and cultural and spiritual practices.


  • Ability to perform a range of physical motions, exerting up to 50 pounds. Lifting and carrying up to 50 pounds; standing, walking, and sitting for long periods; kneeling, squatting, and stooping; running for brief periods; and going up and down stairs.

BENEFITS: YouthCare provides a competitive benefits package to full-time employees, including medical, dental, vision, long-term disability, short-term disability, life insurance, 401(k), vacation, paid holidays, and sick leave after successful completion of the 90-day Introductory Period.

EQUAL OPPORTUNITY EMPLOYMENT: YouthCare is an equal-opportunity employer. Employment decisions are based on merit and business needs, and YouthCare is committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, regardless of actual or perceived sex; race; color; religious creed; national origin; ancestry; age; marital status; pregnancy; nursing parent status; physical, mental or sensory disability; medical condition; genetic information; sexual orientation; gender (including gender identity or expression); military or veteran status; or any other basis protected by federal, state and/or local laws. People of Color and Members of the LGBTQ community are strongly encouraged to apply.

About the employer: YouthCare

YouthCare offers a wide variety of career opportunities, including positions in shelter and housing services, engagement and outreach services, homelessness prevention services, employment and education services, case management, counseling, development, and non-profit administration. YouthCare envisions a community where no young person experiences homelessness, all young people have the opportunity to thrive, and the systems that oppress them are dismantled. YouthCare serves young people of many racial and ethnic backgrounds, abilities, sexual orientations, gender identities, and religious beliefs, and we seek a workforce that reflects that diversity.

About your union: OPEIU Local 8

OPEIU Local 8 is a progressive, democratically run union working for social and economic justice since 1945. Local 8 represents more than 6,000 members all over Washington state working in many settings including offices, health and home care, housing, social services, the insurance industry, legal services and the public sector.

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