Connect people to what they need — and close the loop
⚠ DRAFT — state certification varies; supplements an approved program
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K
Coach Katie
Navigation is the heart of CHW work: connecting people to the resources that meet their needs — food, housing, transportation, benefits, utilities, care — and making sure the connection actually happens. A phone number isn't help until someone walks through the door.
What navigation is
Connect people to what they need
Navigation means connecting people to resources that meet their needs — food, housing, transportation, benefits, utilities, and care — and then confirming the connection worked. Your job isn't finished when you hand over information; it's finished when the person is connected.
🍎 Food
Pantries, SNAP, meal programs.
🏠 Housing
Shelters, rental help, utilities.
🚌 Transportation
Rides, bus passes, medical transport.
📋 Benefits
Medicaid, WIC, disability, enrollment help.
💡 Utilities
Energy assistance, water, phone.
🩺 Care
Clinics, behavioral health, dental.
Your toolkit
Build & maintain a resource map
Know what's in your community and keep it current. A resource map is your living list of who provides what, who to contact, and who qualifies.
Know what's out there: agencies, programs, and services near the people you serve.
Track eligibility: who qualifies, what documents are needed, any waitlists or cost.
Keep it fresh: an out-of-date map sends people to closed doors. Revisit and update your resources regularly.
The core move
Warm handoff beats a cold referral
A cold referral is handing over a phone number and hoping. A warm handoff introduces the person to the resource — you call together, share the contact directly, or accompany them — so the connection is far more likely to happen.
❄️ Cold referral
"Here's the pantry's number." Then you move on.
🤝 Warm handoff
Call the pantry together, or introduce them to a contact, or go with them.
"No wrong door": meet people where they are and help with the next step — even when it's not your program. Never turn someone away because their need doesn't match your role; help them get to the right place.
Finish the job
Close the loop
A referral isn't done until you follow up. Circle back and ask: Did they connect? What got in the way? Then adjust and try the next step.
Follow up after the referral — don't assume it worked.
Find the barrier if it stalled (transport, hours, paperwork, eligibility).
Problem-solve and adjust — arrange a ride, try a different resource, or re-refer.
Consent & confidentiality: get the person's consent before sharing any of their information with a resource, and protect their privacy. It's their information and their choice.
K
Coach Katie
Two moments from the field. Pick the response that connects the person, addresses the real barrier, and closes the loop.
K
Coach Katie
Five questions. 75% to earn the Resource Navigator stamp.
K
Coach Katie
Learning sticks when you commit. Pick at least two pledges you'll act on this week — then claim your Resource Navigator badge.
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