Public Health Navigator

**Description**
**Public Health Navigator**
**Job Summary**
The Public Health Navigatorleads the Cleveland Department of Public Health’s (CDPH) efforts to deliver excellent public service and customer experience across all departmental functions. This key role combines strategic leadership of customer service initiatives with direct management of resident communications, including handling resident phone calls, coordinating responses, and resolving inquiries related to public health programs (e.g. local health code complaints, vital records, and community health programs).


You will champion a resident-centered service model that enhances responsiveness, satisfaction, and clarity of information for Cleveland residents interacting with CDPH services.


**Examples of Duties**
Under general direction, performs major daily and project/program based administrative duties. Recommends and administers divisional/departmental policies and procedures. Prepares regular and special reports related to divisional/departmental operations. Performs other job-related duties as required.


**Minimum Qualifications**
Bachelor's Degree in Business/Public Relations or closely related field from a four-year accredited college or university required. Two years of full-time paid experience in government or private industry office administration required. (Substitution: Two years of any equivalent combination of education, training and experience may substitute for each year of college education lacking.) Must be able to operate a personal computer with Microsoft Office Suites.


**Supplemental Information**
**Essential Duties**

- Serve as the primary point of contact for incoming resident calls to CDPH main phone lines.
- Provide accurate information or referrals for department services such as birth/death certificates, immunizations, health inspections, health centers, and resources.
- Lead the development and implementation of customer experience standards and continuous improvement strategies for CDPH.
- Use data to identify trends, service gaps, and opportunities to enhance communication and outreach.
- Serve as liaison with City of Cleveland’s 311 Department and other internal and external stakeholders to improve workflows and follow-up on resident callbacks.

**Experience Required And Additional Duties**

- Ability to efficiently multi-task on a daily basis.
- Proficient with the use of computer and software applications (Microsoft Office Suites), email and office equipment (i.e., copier, fax, scanner, telephone, etc.).
- Must have excellent communication and interpersonal skills.
- Ability to work with culturally diverse population.
- Ability to work independently and in a group setting.

The City's guiding principles are as follows : Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.