Referral and Access Specialist

About Liliʻuokalani Trust

Liliʻuokalani Trust (LT) is a private operating foundation committed to the social, physical, and spiritual well-being of Native Hawaiian youth and their ʻohana. LT delivers culturally grounded, healing-centered programs across the pae ʻaina through a range of service settings to meet youth and families where they are. Trust programs reflect an assets-based philosophy that honors Hawaiian values, elevates youth strengths, and builds pathways to passion, purpose, and prosperity for all youth we serve.

Job Purpose

 The Referral Specialist serves as the primary point of contact for the Mālama Line, providing a welcoming and culturally grounded entry point for youth, ʻohana, community members, and referral partners. Through strengths-based engagement and active listening, the Specialist gathers information, assesses needs, and connects individuals to the most appropriate programs and services.

Using established referral protocols and decision frameworks, the Specialist ensures equitable access across sites and islands, initiates referral and enrollment documentation, and coordinates warm handoffs to program teams. This role supports positive youth development by helping youth and families access the right supports at the right time.

Essential Responsibilities

Information Sharing & Community Navigation

• Serve as the first point of contact through phone, text, and other channels.
• Provide welcoming, culturally grounded responses to youth, ʻohana, and referral partners.
• Engage in strengths-based conversations to understand needs and goals.
• Share clear information about programs, services, and community resources.

Routing & Triage

• Receive, document, and log inquiries and referrals.
• Conduct initial assessment to determine the level and type of need.
• Use decision frameworks to route referrals to the appropriate site, program, or service.
• Maintain an up-to-date listing of community resources, including mental health providers, healing materials, and social-emotional supports for youth and ʻohana.
• Update the community provider resource bank.
• Flag urgent or complex situations for Manager consultation.

Referral Distribution & Enrollment Initiation

• Initiate referral and enrollment documentation in LTʻs database.
• Coordinate warm handoffs to program sites or staff to ensure a high quality, kamaliʻi-centered experience.
• Communicate next steps to callers and referral partners.
• Conduct follow-up contacts to support successful connections.

Systems Coordination & Problem Solving

• Collaborate with program sites to ensure referrals are received and processed.
• Address barriers or challenges in the referral process.
• Maintain relationships with community partners, including schools, child welfare, and community-based organizations.

Tracking & Quality Improvement

• Maintain accurate records of inquiries, referrals, and outcomes.
• Manage and update a working database of referral partners and community resources.
• Share insights to support continuous improvement of referral processes.

Other duties

• Assist in quality improvement activities and initiatives.
• Provide coverage and staffing at various LT program locations as needed.
• Contributes to the Trust’s success by accepting new assignments, helping team members, learning new skills, and striving to improve team and organization results.
• Contributes to providing a safe environment for teammates and beneficiaries.
• Participates in continuing education and training opportunities for professional development.
• Holiday, evening and weekend hours required as needed.
• Ability to travel as needed for Trust business.

Qualifications

• Bachelor’s degree in social work, human services, psychology, education, or related field; or equivalent combination of education and experience.
• At least three years’ experience working with youth, families, or community members in human services, education, or community-based settings.
• Experience with data systems or case management platforms (e.g., Salesforce).
• Ability to engage individuals with empathy, cultural humility, and a strengths-based approach.
• Strong communication, organization, and problem-solving skills.

• Knowledge of LT services and Hawaiʻiʻs community resources.

• Valid driver license, clean traffic abstract, and access to a privately owned automobile with valid no-fault insurance.
• TB clearance.

• First Aid and CPR/AED Certification, preferred.

Key Required Competencies

• Collaboration: Ability to interact effectively with youth, families, community partners, and multi-disciplinary teams.  Knowledge of community resources and services.
• Ethical Practice: Models the highest level of ethics, integrity, LT values and social responsibility.
• Communication: Clearly conveys and receives information and ideas to individuals or groups that engages the listener and invites response and feedback.  Demonstrates good written, oral, and listening skills.
• Cultural Competence: Respects and relates well to people from varied backgrounds and is sensitive to group differences.  Experience working with vulnerable youth and systems involved youth.
• Relationship Management: Experience working with staff at all levels in a collaborative environment; commitment and ability to promote and sustain positive workplace values and relationships.
• Interpersonal Skills: Ability to work well under pressure, remain calm and controlled when faced with difficult situations. Strives for immediate address.
• Relationship Building and Emotional Intelligence: Relatable, self-aware and empathetic with strong emotional intelligence. 
• Culture Competence: Ready to support the Trust as it applies a diversity, equity and inclusion lens to all aspects of work. 

Organization Competencies

1. Alignment with Queen’s Legacy: Understanding and appreciation of Queen Liliʻuokalani’s story, her legacy, and the Hawaiian culture is foundational to staff’s commitment to working with our Hawaiian children, families, and communities.
2. Hoʻomau i ka ʻImi Naʻauao (Continuous Learning and Improvement): Committed to creating and reinforcing an environment of continuous learning and improvement.
3. Hoʻike i na Manaʻo Pono (Effective Communication): Communicates with those we serve and each other in a consistent manner that results in mutual understanding, harmony, and action.
4. Noʻonoʻo Loi (Critical Thinking and Problem Solving): Actively and skillfully understands, conceptualizes, applies, analyzes, synthesizes, and evaluates information; develops and supports fact-based analyses and recommendations.
5. Hoʻokumu Aʻe / ʻImi Hakuhia (Innovation): Identifies and integrates creative ideas into new or existing services and promotes effective problem-solving.
6. Pilina Hoʻohana a me ka Hana Hilinaʻi (Building Relationships and Creating Trust): Manages relationships to create optimal opportunities and move the organization forward.
7. Alu Like i ka Hana (Teamwork): Works cooperatively and collaboratively with others throughout the organization in alignment with the organization’s objectives.
8. Hoʻonui i ka ʻIke (Capacity Building): Encourages personal growth by exhibiting trust and a belief in the capacity of others.

Mental and Physical Demands

Ability to lift 25 lbs. Requires frequent sitting, standing, and walking on uneven terrain. Some outdoor work on land assets is expected.

Terms and Conditions of Employment

As a condition of employment, employee will be subject to LT’s policies and procedures.