Intake Specialist (FT)

Ccsww•Seattle, WA

5d•$24 - $25

About The Position

Catholic Community Services of Western Washington and the Archdiocesan Housing Authority (doing business as Catholic Housing Services and Coordinated Care Agency) are outreaches of the Catholic Church in Western Washington. Rooted in the Gospel message of love and hope, we recognize the sacredness and dignity of every human person. Our focus is on those individuals, children, families, and communities struggling with poverty and the effects of intolerance and racism. The Housing and Essential Needs (HEN) program at Catholic Community Services (CCS) provides rent and utility assistance, bus passes, and essential needs products to disabled adults who are experiencing housing instability. Over 4,000 people are currently being served by HEN King County through a staff of 50, with dozens of new people added onto a rental interest list every week. The program has Rental Assistance and Homeless Services case management teams, a team of resource specialists that respond to the HEN Resource Line, an ORCA Lift program that provides free annual bus passes, and an Essential Needs team that creates hundreds of health & hygiene bags each month. The program operates out of the Randolph Carter Center (RCC) and Phoenix Center (Phoenix) in central Seattle as well as two CCS family centers in Kent and Federal Way. HEN is a statewide program, and eligibility is determined through DSHS. CCS has contracted with King County to deliver the services. How YOU can make a difference: The Intake Specialist conducts brief phone assessments with clients to verify initial eligibility, and then they schedule qualified clients for a full assessment in the appropriate office. The intake line receives over 3,000 calls a month, and staff schedule nearly 2,500 appointments a month. Intake Specialist answers client questions and provide basic information and referral for services in King County. The Intake Specialist assists with the EN bank which sees on average of 50 to 100 clients weekly. If you are looking for meaningful work, make a tangible difference, and drive positive change, find out more at: https://ccsww.org/careers/

Requirements

Associates degree in social services or a related field, or commensurate experience in social services.
Understanding of problems homeless people often face, including alcohol and drug abuse, mental illness, domestic violence, and long-term homelessness.
Excellent written and oral communication.
Excellent office computer skills and phone skills.
Applicant must successfully pass required background checks prior to an offer of employment.
Ability to work independently in addition to working as a member of a team.
Demonstrates the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively in multi-cultural situations.
Support and uphold the mission, beliefs and values of Catholic Community Services and Catholic Housing Services.
Support and contribute to a creative, collaborative and respectful environment that promotes teamwork.
Criminal history background checks are required prior to employment.

Nice To Haves

Customer service experience in call center setting.
Bachelor’s degree or higher in Social Work or a related field.
Experience providing information and referral.
Fluency in second language that is spoken by a substantial number of HEN recipients.

Responsibilities

Scheduling Answer the main program phones receiving over 3,000 calls a month professionally and with compassion for the client’s situation.
Verify client enrollment through the DSHS Benefit Verification System.
Schedule nearly 1,000 appointments a month clients for an assessment with one of the Prevention Coordinators following specific program policies and procedures.
Manage the schedule for eight Coordinators in six offices throughout King County.
Research and referral of client resources.
Inquiries from Public Inquiries from Public Follow communication procedures as defined by HIPPA and agency standards on proper handling of protected information.
Troubleshooting client issues with clients, landlords, other social service agencies, DSHS, and family/friends of clients.
Assist walk-in clients with scheduling questions, picking up of Essential Needs items, dropping off paperwork and answering basic questions about the program.
Data Entry Ensure client records are kept in accordance with agency and program standards.
Input client level data on a regular basis into various data collection systems following specific data entry policies and procedures.
Administration work as assigned which may include updating databases, maintaining spreadsheets, organizing and archiving client files, writing meeting minute notes, etc.
Essential Needs Bank The Intake Specialists also assist with distributing a high volume of high value transportation assistance items, such as orca LIFT cards valued at $54 each, to clients during the weekly bank.
Assist with unloading and organizing of the storage room of essential need items.
Serve clients at the Essential Needs bank by distributing transportation assistance and hygiene and cleaning items.
Check database to make sure client is eligible for assistance and follow specific documentation procedures insuring accuracy and completeness.
Other Attend trainings required of employees as scheduled.
Participate as team member in staff and supervisory meetings as required.
Contribute to and support a positive, team-oriented, culturally-diverse work environment.
Perform other job-related duties as assigned.
Observe/follow guidelines on confidentiality rights of clients and respect their privacy.
Maintain accurate record of hours worked and turn in timesheets on schedule.