Info Referral Specialist HCEC
Info Referral Specialist HCEC
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Summary: Responsibilities will include answering the HCEC hotline managing HCEC voicemail messages assessing client needs performing brief and comprehensive housing counseling; referring clients to appropriate HCEC and/or SMOC programs. Performs clerical tasks including data entry customer service copying filing and special projects as assigned. Serves as HCEC Front Desk coverage support when needed.
Why Work for SMOC
- Paid Time Off: All fulltime employees can accrue up to 3 weeks of vacation and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
- Employerpaid Life Insurance & AD&D and LongTerm Disability for fulltime employees.
- Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer costsharing program Dental Plans with Orthodontic Coverage and EyeMed Vision Insurance available to fulltime employees.
- 403(B) Retirement Plan with a company match starting on day one for all fulltime and parttime employees.
- Additional voluntary benefits including; Term and Whole Life Insurance Accident Insurance Critical Illness Hospital indemnity and ShortTerm Disability.
- Flexible Spending Accounts Dependent Care Accounts Employee Assistance Program Tuition Reimbursement and more.
Primary Responsibilities:
- Manage the volume of calls and voicemail messages from HCEC Hotline; including listening to calls transcribing messages returning calls and distributing messages within the team to the most appropriate responder.
- Respond to phone and email inquiries and direct clients from the HCEC hotline and HCEC email to the appropriate service or agency.
- Respond to emails received through
- Perform triage with clients to provide I&R conduct brief counseling sessions for HCEC clients utilizing assessment tools and make referrals based on their needs and housing situation to the most viable internal and external community resources and if financial assistance can be accessed to rapidly rehouse or prevent the family from becoming homeless.
- Provide initial information and referrals (I&R) for communitybased resources such as childcare education job training fuel assistance behavioral health food transportation legal advice medical care counseling parenting skills and other services.
- Provide I & R. problem solving provide referrals to HCEC staff for homelessness prevention programs including RAFT and all RAFT extensions ESG FEMA and other funding available within HCEC and SMOC.
- Collect CMS and CSBG demographic data by completing an intake form for every caller from the HCEC hotline and HCEC email; and report on all referrals made through CMS/CSBG Intake.
- Provide individuals and families general information on application processes.
- Ensure applicants reaching out for information are properly documented and noted in the E2E system
- Assist in person clients and landlords with applying through our electronic portal system to apply for RAFT benefits and ensure client compliance with regulations
- Maintain accurate client records by collecting and entering all required data into the Hotline call log.
- Link clients to SMOC components for additional services.
- Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
- Attend & participate in engagement team meetings as requested and communicate effectively with clients and staff in other areas.
- Maintain confidentiality of client employee and agency information in accordance with federal and state laws and funder requirements.
- Ensure compliance with program/department agency and/or funder requirements as well as SMOC policies & procedures.
- Other duties as assigned.
Knowledge and Skill Requirements:
- 1year receptionist administrative or human service experience
- Knowledge of or strong interest in learning about communitybased resources
- Proficiency in Microsoft Word/Excel/Outlook
- Strong customer service skills and phone etiquette
- Professional and courteous demeanor
- Bilingual skills a plus (Spanish Haitian Creole and Portuguese are valued language skills)
Organizational Relationship:
- Directly reports to HCEC Intake Supervisor.
- Indirectly reports to RAFT Assessment Manager and HCEC Director
- Direct reports of this position are none.
- Indirect reports of this position are none.
Physical Requirement:
- Must be able to sit for a prolonged period.
- Must be able to operate a computer and complete extensive paperwork.
Working Conditions: As part of the responsibilities of this position the Information and Referral Specialist/Receptionist will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.
Remote Work Option: Remote work is permissible in some positions at SMOC depending on the key functions and responsibilities. The Info & Referral Specialist position is eligible to work from home 0 of the week in scheduling coordination with the department manager.
We are an equal opportunity employer committed to diversity in the workplace
9am5pm ; MondayFriday
35
Required Experience:
Unclear Seniority
Employment Type
Full-Time
