Lead Program Navigator

MPHI is a Michigan-based and nationally engaged, non-profit public health institute. We are a team of teams, process and content experts, dedicated to building A world where tomorrow is healthier than today!

Title: Lead Program Navigator

$62,400 - $68,640 / Posted Thru: 1/11/2026

Location: Remote/Virtual - Must work and live in the state of Michigan

Purpose: The Lead Program Navigatoris assigned to the Crime Victim Compensation Program section within MDHHS Division of Victim Services. This position will lead the team of regional Program Navigators by providing leadership on programmatic direction. They will also provide backup support to the regional Navigators by assisting victims with completing crime victim compensation applications, obtaining documentation required to support those applications for crime victim compensation, and provide program information to community stakeholders/agencies. The Program Lead Navigator is expected to assist with complex applications and provide guidance on nuanced Compensation claim matters. The position will routinely work collaboratively with the regional Navigators to determine opportunities for community collaboration, stakeholder engagement, and process improvement.

Duties and Responsibilities:

• Provide day-to-day leadership, coaching, and support to regional Program Navigators.
• Monitor caseloads and task log to ensure timely, accurate, and equitable service delivery.
• Review applications, documentation, and case notes for quality assurance and compliance.
• Ensure on-boarding, training, and professional development of navigation staff including identifying appropriate skill building trainings.
• Serve as a point of contact for escalation of complex cases or sensitive situations.
• Assist victims with completing crime victim compensation applications.
• Assist victims with retrieving documents and forms for compensation applications.
• Interview victims to obtain all available and necessary information for the compensation application.
• Engage various local and/or public offices and organizations such as police departments, prosecuting offices, hospitals, and other providers to provide education on the Navigator program, offer program materials/resources and trainings.
• Keep accurate data of victim's application progress by use of excel or other state issued software to measure success and application status.
• Follow-up with victims to ensure they have the appropriate information and documentation necessary to file a completed claim.
• Assist victims with retrieving police reports, medical receipts, funeral home receipts, pay stubs from victim's employer and other essential documents.
• Ensure victim's claim is accurate and ready to submit.
• Follow-up with victims and agencies as appropriate.
• Work in conjunction with the victim and the program analysts in a timely manner which may include victim follow-up, outcome evaluation and victim contact sheets.
• Review correspondence submitted to the Compensation Program to ensure information has been entered into the appropriate system and disposed, if necessary, according to law, policy, and operational procedures.
• All communication will be guided by confidentiality policies.
• Professional courtesy and the highest standard of customer service is required always in all communications with internal and external customers.
• Provide information to claimants, providers and others while maintaining confidentiality of personal information of individuals as required by statute.
• Information is obtained from the data screen, the file, or written or verbal instructions and is provided according to written procedure or verbal instruction.
• Ensure analysts and supervisors receive completed applications so they can make the most appropriate decisions regarding eligibility and approval of compensation benefits.
• Lead Program Navigator will attend all training sessions established by Division of Victim Services to ensure quality victim service and a high level of skill and efficiency on phone interviews to complete thorough and accurate application assistance for victims.
• Attend daily meetings with compensation staff and other meetings as required.
• Assist with office duties assigned by supervisor.
• Always represent the best interests of MDHHS and MPHI.
• Other duties as assigned.

Qualifications/Requirements:

Education: Possession of at least 60 college credits; preferably in human services, social work, or criminal justice. Equivalent experience will be considered as well.

Experience: Two years of related experience performing complex analytical duties and/or working with crime victims. One year of working at the Division of Victim Services.

Important Skills and Characteristics:

• Knowledge of the Division of Victim Services, Compensation Program, MDHHS policies, programs, and operational procedures.
• Knowledge of laws and policies pertaining to crime victims.
• Proficiency in Microsoft Office specifically Word, Excel, PowerPoint, and Outlook.
• Self-motivated and able to complete work in a timely manner.
• Effective interpersonal communication skills, both verbal and written.
• Ability to work effectively in a fast-paced environment.
• Ability to maintain the highest confidentiality and privacy standards.
• varying backgrounds.
• Ability to maintain confidentiality in accordance with laws, regulations, policies, and procedures.

RESPONSIBILITY FOR THE WORK OF OTHERS: Responsible for supervising 4 regional Program Navigators.

IMPACT ON PROJECTS, SERVICES AND OPERATIONS: This position has a direct impact on the quality of services provided by MPHI to MDHHS.

REQUIRED COMMUNICATION

Contact Person/Group	Frequency	Purpose
Program Navigators	Daily	Provide supervision, guidance, and support
Administrative Manager	Daily	Supervision and related task assignments
Compensation Manager	Daily	Second line supervision/project related tasks
Compensation Team	Daily	Planning and coordination
Crime Victims	Daily	Application Completion/Document Support
Stakeholders	Daily	Program outreach; Claim Support

For purposes of employment standards, this classification is "Exempt" from overtime provisions of the fair Labor Standards Act.

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MPHI is an EEO employer that participates with e-verify.