MS Navigator Information Specialist

TheMS Navigator Information Specialistserves as the first point of contact for individuals affected by MS, initiating a supportive partnership that fosters trust, empathy, and connection. This 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.

We are actively hiring for two (2) openings for this Information Specialist position.

• 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 Multiple Sclerosis as well as 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 modeling essential work functions across the organization.

• 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.

Preferred but not required qualifications:

• Bilingual in Spanish

Location Requirements

• Remote - Flexible Location

• Work is primarily performed remotely, however, when possible and necessary, teams meet in person to conduct the business of the organization and build team relationships.