Helpline Care and Outreach Coordinator

JEWISH COMMUNITY SERVICES OF SOUTH FLORIDA INC•Miami, FL

9d•$26 - $26•Onsite

About The Position

The primary responsibility of the Helpline Care and Outreach Coordinator assigned to JCS' Contact Center is to provide follow-up, enhanced advocacy, and community outreach support. The position follows up with clients reaching out for services who may benefit from additional assistance and works to ensure individuals receive the benefits and services for which they are eligible. Enhanced Advocacy includes intervention by Information and Referral staff on behalf of individuals, such as assisting with online applications, addressing language barriers, facilitating warm transfers, and supporting connections to appropriate community services. The Helpline Care and Outreach Coordinator provides comprehensive system navigation and support through intake, screening, assessment, referral, linkage, follow-up, and enhanced advocacy via telephone and email. The position also supports the Contact Center’s community engagement and outreach efforts by attending community events, educating individuals and partner organizations about Contact Center services, developing and maintaining community relationships, and serving as a liaison with community agencies, task forces, and workgroups. The Helpline Care and Outreach Coordinator supports staff and community partners in increasing awareness of community needs, available resources, and services provided through the Contact Center. All full-time employees are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, full-time employees help set the standard for involvement and demonstrate our commitment to these meaningful traditions.

Requirements

Bachelor’s degree in Social Work or Human Service field. Equivalent experience and demonstrated skill in social services may be considered.
Two years’ experience in providing information and referral services, required.
Strong interpersonal skills.
Ability to communicate information calmly and effectively in emergency or high stress situations.
Ability to work effectively and with sensitivity with culturally diverse populations.
Skilled in managing multiple tasks.
Skilled in the use of personal computers and related software applications to include Microsoft Office, email and intranet.
Bilingual required (English/Spanish).

Nice To Haves

One or more years in crisis counseling or clinical work preferred.

Responsibilities

Provide follow-up services, enhanced advocacy, and care coordination support to clients who may benefit from additional assistance.
Assist with intake, screening, needs assessment, referral, linkage, and follow-up for individuals seeking Contact Center services.
Conduct comprehensive, person-centered needs and service assessments and escalate safety or crisis concerns to appropriate crisis staff in accordance with established procedures.
Facilitate referral to appropriate treatment or service providers or facilities.
Advocate on behalf of individuals and families to access federally funded and private organizations to meet basic and related service needs.
Compose or prepare correspondence, case notes, narrative and technical reports, notifications, and related documents using computer-based applications.
Conduct comprehensive, person-centered activities in accordance with best practices.
Assist Data Resource team in the growth of available resources in the Community Resource Directory.
Model the attributes of respect, trust, sensitivity and confidentiality to clients and coworkers.
Participate in proactive team efforts to achieve departmental and company goals.
Actively participate in ongoing supervision, training, and team meetings.
Maintain an effective working relationship with colleagues through the use of appropriate interpersonal and communication skills.
Represent the Contact Center at outreach and community events and serve as a community liaison on boards, task forces, workgroups, and partner initiatives, as assigned
Educate community members and partner organizations on Contact Center services, eligibility pathways, and available community resources.
Develop and maintain collaborative relationships with community agencies, service providers, and referral partners to strengthen referral pathways and increase awareness of Contact Center services.
Support the coordination, preparation, and follow-up of outreach activities, including distribution of program information and tracking community engagement efforts.
Identify community service gaps, emerging needs, and outreach opportunities and communicate findings to Contact Center leadership and the Data Resource team.
Serve as a member of the Disaster Relief Team.
Assist with special projects as needed.
Adhere to confidentiality policies and procedures as well as HIPAA regulations.