• Data & Customer Service Specialist

    Job Locations US-WA-Tacoma
    Posted Date 1 month ago(1/15/2019 7:17 PM)
    Job ID
    # of Openings
    Family Housing Network
    USD $16.65/Hr.
  • Overview

    Family Housing Network provides shelter, homeless diversion, rapid rehousing, and permanent supportive housing for families experiencing homelessness, while helping to build skills that maximize family stability and self-sufficiency. Through FHN, the Veteran Homeless program provides supportive services to Veteran households experiencing homelessness. Homeless Adult Services provides 24/7 services to homeless individuals in Pierce County which includes meals, shelter, permanent supportive housing, community socialization and support services.


    The Data and Customer Service Specialist is a member of the CCS Family Housing Network, a housing program of Catholic Community Services.  This position works under the supervision of the Director of Client Information Systems. The Specialist oversees the data collection, entry, and reporting requirements for shelter, rapid rehousing programs, and the Coordinated Entry System, which coordinates homeless service entry for community members and veterans identified as homeless.  This position tracks deadlines and provides quality assurance for the accuracy and timeliness of program reports, audit preparation, and payroll billing. The Specialist also shares responsibility for staffing the FHN reception desk, including receiving visitors and phone calls and providing community resource information.  Finally, this position maintains communication with individuals who are homeless, managing information on recent contacts, and collecting documentation needed for entry in homeless programs


    The Data and Customer Service Specialist provides direct support to the Director of Client  Information Systems and other program managers, and is responsible for data entry, reporting, and data management.

    • Assist Director and Team Leads with coordinating services for clients within the Coordinated Entry System.
    • Complete data entry regarding services to community members experiencing homelessness
    • Manage data collection and quality review/support for the program, including input and oversight for the Homeless Management Information System (HMIS).
    • Train relevant staff (case managers, data input personnel) regarding data keeping and HMIS input.
    • Work with local CoC and Program HMIS Coordinators to ensure data quality and trouble-shoot data problems.
    • Produce weekly, monthly, quarterly, and annual quantitative reports to provide program monitoring and outcome information.
    • Support current quality improvement practices in regards to data input / management and outcomes tracking by conducting open and closed file reviews and providing feedback/training as needed to ensure data quality.
    • Update and publish paper data collection forms.

    Staff the FHN Reception Desk. 

    • Answers incoming telephone calls and routes callers to appropriate staff persons. Receiving incoming visitors and notifies the appropriate staff person of their arrival.  Answering multiple ringing telephone lines efficiently and professionally.  
    • Providing information on available resources, or refers clients to the appropriate staff person.
    • This position assists with the opening and closing tasks at the FHN building.

    Engagement with individuals experiencing homelessness.

    • Initiate contact with individuals known to be homeless via e-mail, phone, and text.
    • Complete accurate and timely data entry in the Homeless Management Information System (HMIS) regarding status of individuals experiencing homelessness
    • Keep organized and confidential records via HMIS.
    • Provide document collection assistance to individuals who are homeless, including the verification of homelessness needed for entry in many homeless programs.
    • Work with local CoC and Program HMIS Coordinators to ensure data quality and to trouble-shoot data problems.


    Minimum Qualifications

    • High School diploma and experience working in social work or customer service field.
    • Computer skills and experience, including Microsoft Word, Excel, and web-based or cloud computing at an intermediate skill level.
    • Ability to work with the chronically homeless population
    • Excellent interpersonal, communication and customer service skills.
    • Strong organization skills and the ability to multi-task and handle multiple priorities.
    • A desire to help people from diverse backgrounds with multiple complex needs.
    • Support and contribute to a creative, collaborative and respectful environment that promotes teamwork
    • Support and uphold the mission, beliefs and values of Catholic Community Services and Catholic Housing Services
    • Demonstrate the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively in multi-cultural situations
    • In the course of performing the job, this position, typically spends time sitting standing, climbing stairs, walking, driving, carrying (25lbs), lifting (25lbs). Operating a computer keyboard, firm/strong grasping, and repetitive hand control.

    Preferred Qualifications

    • Post-Secondary education in a social services field.
    • One year experience with database system, such as Microsoft Access.
    • 1 year experience with data base management and entry. (i.e.: data collection, generating statistics and reports)
    • Professional or personal experience with housing instability.
    • Knowledge of Pierce County community resources
    • Experience working in a social service, non-profit setting 
    • Polylingual

    Note to Internal Candidates: HR reviews internal compensation and determines increase based on their experience and also agency internal equity factors.


    Catholic Community Services and Catholic Housing Services is an Equal Opportunity Employer

    Please let us know if you need special accommodations to apply or interview for this position.


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