Helpline Navigator (Remote)
Washington, DC  / New York, NY  / Philadelphia, PA 
Posted 5 days ago
Job Description
Cancer Support Community Navigator Position Description

In the performance of their respective tasks and duties all workers are expected to conform to CSC’s Mission:
  • To ensure that all people impacted by cancer are empowered by knowledge, strengthened by action, and sustained by community.
The Cancer Support Helpline (CSH) offers personalized, toll-free phone support services to anyone whose life has been impacted by cancer. The CSH is open Monday-Friday 9:00 am to 9:00 pm ET and 9:00 am-5:00pm ET, Saturday and Sunday. Services include referral to local, regional, and national resources; emotional support, distress screening through CSC’s Cancer Support Source™; and Open to Options™ decision support by phone. Cancer Support Community Navigators refer callers to CSC affiliates when applicable.

Cancer Support Community Navigators will work as part-time employees for up to 29 hours per week. Applicants must be willing to work occasional nights and weekends. Hours worked on weekends will be paid at a premium rate.

Cancer Support Community Navigators will work remotely from their home or a private office (typically in 4-8 hour shifts) using web based technology provided through CSC. These navigators help to fulfill the CSC vision that no one faces cancer alone.

  • Superior written and verbal communication skills, as well as excellent interpersonal skills, problem solving capacities, and flexibility.
  • Organizational skills as well as a commitment to excellence.
  • Computer proficiency, including in the Microsoft Office Suite.
  • Ability to absorb and disseminate detailed information and relate it to callers in terms that are understandable in a pleasant and helpful manner.
  • Master’s Degree in Social Work (MSW), or the degree equivalent in training and experience
  • Licensed Social Worker (or equivalent) in the state in which applicant resides
  • Familiarity with CSC Mission and Philosophy
  • Familiarity and alignment with NASW Code of Ethics and AOSW Scope of Practice
  • Willingness to complete Call Center Training requirements
  • High-speed internet connection
The Community Navigator’s role is to address barriers by providing individualized assistance to patients, survivors, and families.

CallER relationships:
Will need to maintain and foster positive and professional relationships with callers and organizational peers. This will specifically involve completion of project-specific training, as well as training on CSC’s call interface system.

Key competencies:
  • Patient and caregiver engagement
  • Intake and assessment to determine strengths and needs
  • Listening skills
  • Fostering coping and adaptation to cancer and related effects to help improve quality of life
  • Problem analysis
  • Patient and caregiver coaching and education
  • Psychosocial distress screening utilizing studied and approved methods
  • Resource referral and linking
  • Provision of direct assistance to meet financial, lodging, transportation and other needs
  • Patient advocacy to remove barriers to care and services and empower patients
  • Proactive follow-up
  • Decision support utilizing validated tools
  • Crisis management skills
  • Patient-centered care approach
  • Understanding the importance of access to care and health disparities
  • Focus on improving outcomes for all callers including underserved populations
  • Flexibility and adaptability to changes in workflows, technology and available resources
  • Organizational skills
  • Data collection
Requires excellent oral communication skills and the ability to provide information from multiple sources at any point within a call. The position requires the ability to:
  • Triage calls
  • Engage appropriate resources
  • Provide limited short-term emotional support as indicated
  • Enter data in a timely manner and maintain caller profiles and the database
  • Collect patient and caregiver feedback and stories
  • Present peer education topics for clinical supervision
  • Provide referrals to local, regional and national resources; including housing, lodging, transportation, oncology treatment centers, clinical trial education and navigation, etc.
  • Provide referrals to local, regional and national resources including housing, lodging, transportation, oncology treatment centers, clinical trial education
  • Provide specialized information and triage to specialists in financial, clinical trial, pediatric oncology and genetics/genomics subject matter
Experience Required
At least two years of hospital based, non-profit or social services based oncology patient navigation

Position reports to:
CSC CANCER Support Navigator

About the Cancer Support Community
The Cancer Support Community (CSC) is a global nonprofit network of 175 locations, including CSC and Gilda's Club centers, health-care partnerships, and satellite locations that deliver more than $50 million in free support services to patients and families. In addition, CSC administers a toll-free helpline and produces award-winning educational resources that, together with the locations, reach more than one million people each year. Formed in 2009 by the merger of The Wellness Community and Gilda’s Club, CSC also conducts cutting-edge research on the emotional, psychological, and financial journey of cancer patients. In addition, CSC advocates at all levels of government for policies to help individuals whose lives have been disrupted by cancer. In January 2018, CSC welcomed Denver-based nonprofit MyLifeLine, a digital community that includes more than 40,000 patients, caregivers, and their supporters that will enable CSC to scale its digital services in an innovative, groundbreaking way. For more information, visit So that no one faces cancer alone®.


Job Summary
Employment Term and Type
Regular, Part Time
Hours per Week
Required Education
Master's Degree
Required Experience
3+ years
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