CCSWW

Intake Specialist

US-WA-Seattle
1 month ago
Job ID
2017-2723
# of Openings
1
Category
Social Services/Direct Client Services
Min
USD $16.23/Hr.

Overview

PROGRAM DESCRIPTION:

Housing and Essential Needs is a statewide program and Catholic Community Services has contracted with King County to implement and deliver the prevention services locally. DSHS clients deemed eligible by DSHS (Department of Social and Health Services) to receive prevention funding to cover rental and/or utility expenses. Program staff will be located in offices throughout King County. It is anticipated that 1,700 people will receive assistance through the prevention program in King County each month.

 

POSITION DESCRIPTION:

The Intake Specialist conduct brief phone assessments with clients to verify initial eligibility and then they schedule qualified clients for a full assessment in the appropriate office. The intake line receives over 3,000 calls a month and staff schedule nearly 2,500 appointments a month. Intake Specialist answers client questions and provide basic information and referral for services in King County. The Intake Specialist assists with the EN bank which sees on average of 50 to 100 clients weekly.

 

This is a full time, benefits eligible position with generous paid time off.  The pay range is $16.23-$17.21 DOQ.

Responsibilities

MAJOR DUTIES AND RESPONSIBLITIES:

Scheduling

    1. Answer the main program phones receiving over 3,000 calls a month professionally and with compassion for the client’s situation.
    2. Verify client enrollment through the DSHS Benefit Verification System.
    3. Schedule nearly 1,000 appointments a month clients for an assessment with one of the Prevention Coordinators following specific program policies and procedures.
    4. Manage the schedule for eight Coordinators in six offices throughout King County.
    5. Research and referral of client resources. Inquiries from Public

Inquires from Public

 

    1. Follow communication procedures as defined by HIPPA and agency standards on proper handling of protected information.
    2. Troubleshooting client issues with clients, landlords, other social service agencies, DSHS, and family/friends of clients.
    3. Assist walk-in clients with scheduling questions, picking up of Essential Needs items, dropping off paperwork and answering basic questions about the program.Data Entry

 

Input client level data on a regular basis into various data collection systems following specific data entry policies and procedures.

 

    1. Ensure client records are kept in accordance with agency and program standards.
    2. Administration work as assigned which may include updating databases, maintaining spreadsheets, organizing and archiving client files, writing meeting minute notes, etc. Essential Needs Bank

Data Entry 

  1. Input client level data on a regular basis into various data collection systems following specific data entry policies and procedures.
  2. Ensure client records are kept in accordance with agency and program standards.
  3. Administration work as assigned which may include updating databases, maintaining spreadsheets, organizing and archiving client files, writing meeting minute notes, etc.

 

Essential Needs Bank

 

    1. The Intake Specialists also assist with distributing a high volume of high value transportation assistance items, such as orca LIFT cards valued at $54 each, to clients during the weekly bank.
    2. Assist with unloading and organizing of the storage room of essential need items.
    3. Serve clients at the Essential Needs bank by distributing transportation assistance and hygiene and cleaning items.
    4. Check database to make sure client is eligible for assistance and follow specific documentation procedures insuring accuracy and completeness. Other

 Other

 

    1. Attend trainings required of employees as scheduled.
    2. Participate as team member in staff and supervisory meetings as required.
    3. Contribute to and support a positive, team-oriented, culturally-diverse work environment.
    4. Perform other job-related duties as assigned.
    5. Observe/follow guidelines on confidentiality rights of clients and respect their privacy.
    6. Maintain accurate record of hours worked and turn in timesheets on schedule.
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JOB CONDITIONS:

This position requires the employee to work in an office environment where there may be a moderate level of noise from telephones and conversations among employees. Working conditions may include interruptions, and interactions with individuals who are angry and/or dealing with mental health and substance abuse issues. Extensive use of telephones, computers and related office equipment is typical of this position.  

 

PHYSICAL AND MENTAL ACUITY REQUIREMENTS:

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Able to prioritize multiple tasks, and to work independently and as a team member.
  2. Able to understand and observe safety rules.
  3. Able to hear telephone rings, face-to-face and phone conversation, door bells, and emergency alarms.
  4. Able to speak clearly in person and on the telephone.
  5. Able to hand write legibly.
  6. Able to read normal size print and handwritten notes.
  7. Able to sit for sustained periods of time.
  8. Mobility/dexterity of hands/arms to enable keying into locked areas as well as using office equipment.
  9. Regularly able to perform duties as assigned.
  10. Able to make independent decisions and apply sound judgment in performing job duties.
  11. Able to lift and move boxes weighing up to 20 lbs.

Qualifications

MINIMUM QUALIFICATIONS: (Qualifications applicant must possess to be considered for the position.)

    1. Associates degree in social services or a related field, or commensurate experience in social services.
    2. Understanding of problems homeless people often face, including alcohol and drug abuse, mental illness, domestic violence, and long-term homelessness.
    3. Excellent written and oral communication.
    4. Excellent office computer skills and phone skills.
    5. Commitment to working within the mission, goals and objective of Catholic Community Services.

 

Preffered Qualifications

 

  1. Customer service experience in call center setting.
  2. Bachelor’s degree or higher in Social Work or a related field.
  3. Experience providing information and referral.
  4. Fluency in second language that is spoken by a substantial number of HEN recipients.

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