Helpline Specialist

Camillus House Inc•Miami, FL

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About The Position

At Camillus House, we are driven by our mission to serve the poor and homeless in South Florida. Guided by the teachings of St. John of God, we provide comprehensive services including housing, healthcare, behavioral health, and supportive programs that restore dignity and hope. Our core values—Hospitality, Respect, Quality, Spirituality, and Responsibility—are central to our work and shape how we serve our community, support one another, and steward the resources entrusted to us. You are a compassionate, mission-driven professional who thrives on helping individuals at risk of homelessness. You bring strong communication, problem-solving, and organizational skills, and you are comfortable navigating multiple resources to provide accurate and timely assistance. You value collaboration, maintain professionalism under pressure, and are committed to enhancing the lives of the vulnerable populations we serve. As a Helpline Specialist, you will serve as the primary front-line contact for individuals seeking emergency services and support to prevent homelessness. Reporting to the Helpline Specialist II, you will answer and screen calls, provide referrals, and maintain accurate records to support program operations and reporting. Your responsibilities include:

Requirements

Ability to understand and practice the mission, vision, and values of Camillus House.
Ability to maintain a high level of poise, professionalism, and cultural sensitivity in all circumstances.
Computer proficiency, including Word, Excel, and data collection programs.
Effective organizational, interpersonal, and communication skills to manage multiple tasks and deadlines.
High school diploma required; college degree preferred.
Proficiency in English; Spanish preferred.
Successful completion of Toxicology test, Level 2 and local background screening.

Nice To Haves

Additional languages a plus.

Responsibilities

Call Management: Answer all incoming calls and return phone calls within 24 hours, providing timely assistance and guidance.
Eligibility Screening: Conduct initial screenings over the phone for income level, geographic location, needs, and other relevant criteria to determine program eligibility.
Information Management: Maintain up-to-date records of in-house and external resources and compile information from call logs and databases for program reports.
Referral Coordination: Provide callers with referrals for emergency rental, utility, housing, outreach, legal, and other direct services based on eligibility and need.
Support for Homeless Callers: Connect individuals who are already homeless to appropriate outreach teams and emergency housing programs.
Support for At-Risk Callers: Offer guidance and resources to prevent imminent eviction and provide support through programs such as the Camillus House Prevention Program and Citrus Health Network HAND Program participants.
Other Duties as Assigned