Homeless Call Center Shelter Navigator
About The Position
The Homeless Call Center Specialist works with a diverse and marginalized caseload of participants experiencing many barriers including homelessness, complex trauma, medical, and mental health needs, and substance use. This role provides ongoing coverage of the Homeless Navigation hotline and works with the Homeless Management Information System (HMIS), Homeless Continuum of Care of Stark County (HCCSC) and the Coordinated Entry System (CES). The successful candidate, along with their team members, will complete intakes and enrollments for the Stark County Homeless Navigation system over the phone and occasionally direct participant-facing interactions. You will assist participants with gathering eligibility documentation and entering documentation into required data systems. Services to participants in the homeless community are reflective of customer choice and emphasize housing first, harm reduction, and trauma informed care.
Requirements
- Experience working with marginalized communities.
- Able to use active and reflective listening to build rapport.
- Able to use motivational interviewing interventions to increase positive outcomes and provide excellent customer service.
- Proficient in Microsoft Office and other office practices with keyboard accuracy & speed.
- Familiar with meeting federal requirements and following privacy and security requirements.
- Associate's degree in communication, social work or other similar discipline, or equivalent experience required.
- Experience in phone or direct interviewing of individuals is required.
Responsibilities
- Provide ongoing coverage of the Homeless Navigation hotline.
- Works with the Homeless Management Information System (HMIS), Homeless Continuum of Care of Stark County (HCCSC) and the Coordinated Entry System (CES).
- Complete intakes and enrollments for the Stark County Homeless Navigation system over the phone and occasionally direct participant-facing interactions.
- Assist participants with gathering eligibility documentation and entering documentation into required data systems.
Benefits
- Health benefits beginning the 1st month after start date
- Enrollment in the Ohio Public Employee Retirement System (OPERS)
- Vacation and sick leave accrual from employee's first day
- Several personal and paid holidays observed annually
- Year-round staff development opportunities
- Educational assistance
- Remote work and/or alternate work schedules
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
