Info & Referral Specialist, HCEC

SOUTH MIDDLESEX OPPORTUNITY COUNCIL • Framingham, MA

1d

About The Position

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.

Requirements

• 1-year receptionist, administrative, or human service experience.
• Knowledge of or strong interest in learning about community-based resources.
• Proficiency in Microsoft Word/Excel/Outlook.
• Strong customer service skills and phone etiquette.
• Professional and courteous demeanor.

Nice To Haves

• Bilingual skills a plus (Spanish, Haitian Creole, and Portuguese are valued language skills).

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 [e-mail].
• 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 re-house or prevent the family from becoming homeless.
• Provide initial information and referrals (I&R) for community-based 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.

Benefits

• Paid Time Off: All full-time 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.
• Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
• Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
• 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
• Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
• Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees