A Blueprint for Social Service Navigation in NYC and Beyond

Even in places with many social service providers like New York City, systemic inequality and a wide array of population needs mean residents may struggle to connect to the supports and resources that could help them thrive. Youth and young adults, survivors of crime, and people involved in the criminal legal and other systems, in particular, have varied and sometimes complex needs; they would benefit from these resources, but are more likely to face challenges in accessing services.

Service navigation programs are a key piece of the solution. Though the exact approach varies based on the focus population and relevant services, service navigation programs bring together teams with the training, professional background, and/or lived experience to help connect people, usually from specific underserved communities, with the services they need.

Over the past decade, CUNY ISLG has worked with partners citywide to design and pilot several service navigation programs, evaluate them, and understand the broader service navigation landscape in NYC. From this experience, we’ve compiled community-responsive and data-informed navigation approaches that can help government and public institutions connect communities with care, creating safety and opportunity for all.

• Growing Connections with Individuals
  Successful service navigation requires understanding that every person’s navigation needs are different, as are the ways they come into contact with navigators.

• Building Bridges to Supports and Resources
  Similar to the way navigators draw on varied engagement approaches depending on each client, referrals and connections to services must also be responsive to the individuals and their unique circumstances.

• Developing Career Pathways for Navigators
  By prioritizing navigation staff who have connections and lived experience over formal credentials, programs can build credibility and better understand the needs of their community.

• Assessing Impact Holistically and Responsibly
  Understanding the impact of social service navigation programs on participants, navigators, organizations, and the service sector as a whole is key to overall success.