MS Navigator Information Specialist (Bilingual)

WHO WE ARE:

The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.

The Bilingual MS Navigator Information Specialist serves as the first point of contact for individuals affected by MS, initiating a supportive partnership that fosters trust, empathy, and connection. This phone-based role sets the tone for a person-centered experience, guiding constituents to the most appropriate resources and services offered by the National MS Society. Through active listening, assessment, and compassionate engagement, the Information Specialist enhances constituent knowledge, satisfaction, and connection to the Society in a call center environment.

Bilingual Fluency Required: Must be fully fluent in both English and Spanish (verbal and written). You will be required to read, write, and speak in both languages daily.

• Establish rapport and trust with constituents to initiate a supportive, person-centered relationship.

• Assess individual needs and guide constituents to the most appropriate staff member, service, or resource.

• Provide accurate information about MS and Society programs, events, and services.

• Connect constituents with MS Navigators for ongoing support and goal achievement.

• Collaborate with healthcare providers to create seamless experiences for shared clients.

• Ensure equitable access to educational and support resources, regardless of technical ability.

• Respond to acute situations with sound judgment, connecting individuals to internal or external crisis support as needed.

• Maintain healthy boundaries while remaining present and empathetic in all interactions.

• Stay current with industry trends and Society developments to align with best practices.

• Support innovation and outreach by engaging volunteers and interns and modeling essential work functions across the organization.

• Use AI technologies to enhance productivity, improve knowledge sharing, and support timely responses to constituent inquiries while validating information for accuracy and relevance.

• Exceptional active listening and empathetic communication skills.

• Strong critical thinking and judgment, especially in high-stakes or crisis situations.

• Ability to build trust and rapport quickly with diverse individuals.

• Deep understanding of Society programs and ability to navigate interconnected services.

• Commitment to culturally responsive practices and inclusive service delivery.

• Proficiency with digital tools and technology for resource sharing and relationship management.

• Collaborative mindset with the ability to work cross-functionally and support team learning.

• Adaptability and resilience in a dynamic, service-oriented environment.

We’re committed to supporting the growth of every employee through a structured and transparent approach to career development. We use Talent Portraits to define clear expectations, development opportunities, and advancement paths — whether you're growing as a people leader or deepening your expertise as an individual contributor. Each role is thoughtfully placed within one of these pathways (Leadership or Partner) to help you understand how it fits into our broader organization and your potential career journey.

This position is classified as Partner- Professional.

The National MS Society is committed to building a diverse and inclusive workforce. We strive to create a workforce that reflects the communities we serve and where everyone feels empowered to bring their authentic selves to work. We need you and your unique talents and perspectives to help us write the last chapter on MS.

APPLICATION INSTRUCTIONS:

We appreciate your consideration of our job opportunities and strive to make it as effortless as possible to apply for our positions. With only a few required sections and the option to use our resume parsing tool, we aim to streamline the application experience, saving you time and effort. Additionally, if you wish to include a cover letter with your application, please feel free to attach it along with your resume, and any other documents required, to the Resume/CV document upload section at the bottom of the My Experience page. We appreciate your interest in joining our team and look forward to receiving your application!

Important: You will not be able to modify your application after you submit it. The "My Experience" page is the only opportunity to add your cover letter and supporting document attachments. If you experience any trouble submitting your materials, please check out our FAQ & Contact Us page.