Social Service Navigators: Demonstrating What Works

In a year marked by growing demand for healthcare access and public benefits support, Vibrant Hawaiʻi’s Social Service Navigator program demonstrated that community-based service delivery is not only effective, but essential. By supporting community-based Navigators and aligning them with healthcare and human services systems, Vibrant Hawaiʻi reduced access barriers, increased successful enrollments, and strengthened coordination across the island. The program’s outcomes show that when services are designed around how people actually live and seek help, public investments achieve greater reach and impact.

With newly earned Med-QUEST certification, Navigators helped residents enroll in Hawaiʻi’s Medicaid program at community events, schools, churches, libraries, Points of Distribution, and workplaces. Rather than relying on centralized offices or referrals alone, enrollment and application support was brought directly into neighborhoods—reaching families who may otherwise delay or forgo care due to transportation challenges, time constraints, or system complexity. A partnership with Kumukahi Health and Wellness further expanded this model, enabling Navigators to assist residents accessing coverage through the Federal Health Insurance Marketplace.

In the spring, Navigators completed Family-Centered Coaching certification, strengthening their ability to build trusting, non-judgmental relationships and use structured coaching tools to help families clarify goals, problem-solve, and take next steps that align with what matters to their whole household. As Project Lead Toni Symons shared, “Through this training, our Navigators have learned that they cannot ‘fix’ people, but instead walk alongside them as coaches—supporting individuals and families to identify their own solutions and build lasting stability.” This approach has deepened trust and improved follow-through, particularly for individuals navigating multiple systems at once.

Navigators also played a critical role during periods of heightened need, supporting islandwide response efforts through Aloha in Action and other emergency initiatives. During these activations, Navigators provided hands-on assistance with Med-QUEST, SNAP, emergency food access, rental assistance, and related supports, working across multiple Points of Distribution in coordination with healthcare providers, nonprofits, and government partners. These efforts underscored the value of having trained, community-embedded Navigators ready to respond when systems are under strain.

Across the year, Vibrant Hawaiʻi’s Social Service Navigators completed nearly 3,000 needs assessments and submitted applications, connecting residents to healthcare coverage, public benefits, and follow-up resources. Navigators also contributed to systems alignment and preparedness by participating in the Hawaiʻi County Disaster Preparedness Fair and the Hawaiʻi Island Healthcare Conference, strengthening cross-sector coordination across the healthcare and human services landscape.

Looking ahead to 2026, Vibrant Hawaiʻi Navigators will continue to serve communities islandwide while expanding the impact of this proven model. Building on what has been learned, the organization will launch a no-cost community training program designed to support individuals who want to help friends, family members, and neighbors navigate social services more effectively. By sharing practical tools, system knowledge, and relational skills, Vibrant Hawaiʻi aims to extend the reach of navigation support while reinforcing a resilient, community-led network of care.

Together, this work demonstrates that investing in trusted, place-based navigation is an investment in access, stability, and system effectiveness—today and into the future.

For more information or to connect with a Navigator, call or text 802-365-1808, or email navigator@vibranthawaii.org.