Job Title: Helpline Intake/Assessment Specialist Bilingual English-Spanish
Department: Community Helpline and Resource Center
Prepared By: Human Resources
Reports To: EPRAP & Case Management Program Supervisor
Date Prepared: December 31st 2021
FLSA Status: Non-exempt, Full-time
This is an exciting opportunity to join a team that will administer $3,000,000 of rental assistance to help people impacted by the Covid-19 crisis maintain housing stability. The Helpline Intake/Assessment Specialist manages call intake for EPRAP supporting both Helpline and Case Management based on program needs. This is a non-supervisory specialist position that requires an array of professional skills both technical and personal. These include: clear and timely phone and email communication with neighbors (clients), landlords and staff team members; the capacity to make decisions regarding the coordination and training of volunteers and fellow staff; and the ability to assess program eligibility, collect appropriate documentation and meet deadlines in a fast-paced work environment. The successful candidate for this position will be able to think critically, learn quickly and serve as an empathetic presence to people in crisis, particularly those who are historically underserved and disproportionately impacted by systems of oppression.
Essential Duties and Responsibilities include the following: Other duties may be assigned.
- With EPRAP Program Supervisor, develop and implement intake and assessment protocols for EPRAP (and other grant programs as needed) that promote just and equitable access to resources.
- Conducts point of contact assessment and completes intakes including screening for eligibility and to determine legal and needs. Assists clients to understand and navigate the legal system, so clients can advocate for themselves. Provides quality information and referrals as needed for legal services clients and legal intake line callers.
- Thoughtfully and skillfully answer and manage neighbor (client) calls for assistance. Locate caller’s geographical location; interview, listen and respectfully assess the neighbor’s needs via phone; accurately document relevant details, records and other pertinent information in the client database; determine program eligibility and identify next steps.
- Ensure relevant data and documentation is collected, validated and processed for analysis.
- Prepare detailed reports to help identify trends, gaps in service, and other patterns that will enable SVdP to better serve our neighbors in need.
- Demonstrate excellent telephone manners, steady, controlled and compassionate responses over the telephone for people who are worried, depressed, angry, and/or ill or who might be difficult to work with. Offer reliable referrals to other community resources, advocate for neighbors and follow up on referrals.
- Actively work with the Helpline Manager and Vincentian Support team to problem solve areas of conflict and assist in determining a method of resolving the problem.
- Maintain and promote practices that protect the confidentiality of our neighbors in need.
- Cultivate community contacts and solidify referral sources to maintain updated and reliable lists of resources available to SVdP neighbors (including, for example, civil legal aid). Attend community meetings as assigned to build referral opportunities.
- Work with EPRAP Case Managers, Vincentians and other team members as needed to ensure tenants and landlords submit necessary documentation in order to receive assistance.
- Train other helpline staff or volunteers as needed.
- Serve as a proactive and a reliable team player; perform other duties as directed by supervisor.
- Work within the framework of the Society’s mission, values and objectives.
To perform this job successfully,an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education/Experience: Bachelor’s degree or three to five years related experience and/or training; or equivalent combination of education and experience. Experience working in the legal field required. Experience in social work or volunteer work is preferred. Experience with serving neighbors (clients) who are disproportionately impacted by low-income, homelessness and or any other vulnerabilities. Experience with meeting deadlines and working on rigid timeframes.
- Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Bilingual listening, speaking and writing abilities in both English and Spanish are required.
- Ability to listen patiently, to understand clients whose native language may not be English, and to formulate and ask appropriate clarification questions to be sure that communication has been effective.
- Ability to accurately record addresses, and to use Google Maps and printed wall map to locate any address in King County. Ability to detect and correct misspellings, wrong street types (e.g. Ave. vs. St.), wrong directional indicators (SW, SE, N, etc.), and incorrect zip codes to ensure that the correct client location is identified. Understanding of points of the compass and ability to use NE, SE, SW, etc. to rapidly narrow down a map search.
- Ability to do basic arithmetic (add, subtract, multiply and divide), have a sense of scale (e.g. to know that 12000s block is 30 blocks north of the 9000s block), and know odd and even numbers. Ability to handle numbers accurately without transposing digits.
- Ability to handle incomplete or unreliable information (e.g. addresses, phone numbers) and ask appropriate questions or look up maps or other references to get accurate information. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Proficiency with Microsoft Access data entry, Outlook email, Google Maps and internet searches required. Proficiency with Microsoft Word is an advantage.
This job has no supervisory responsibilities.