RADCo Intake Specialist

EVICTION DEFENSE COLLABORATIVE•San Francisco, CA

74d•$32 - $37•Hybrid

About The Position

The RADCo Intake Specialist is an integral part of the Rental Assistance Disbursement Component (RADCo) team and EDC’s Right to Counsel Services with the common goal of preventing eviction and homelessness to San Francisco’s tenants and residents who are most vulnerable to homelessness. Intake Specialists serve as the first point of contact for potential RADCo clients and play a key role in connecting them to EDC’s financial assistance and legal support services to promote long-term housing stability. Because we strive to be barrier-free and client-centered, the position requires an individual who truly enjoys working with people, has the skills and capacity to respond in an empathetic and respectful way to clients who are often in crisis, and who can work effectively in a collegial and fast paced environment. The employee will work closely with the Litigation team to ensure clients are supported in their efforts to secure rental and/or litigation assistance.

Requirements

At least two (2) years of relevant experience performing case management, whether paid, volunteer, internship, community-based, or academic.
Experience working directly with individuals with a diversity of racial, cultural, and socioeconomic backgrounds.
Proficiency with Microsoft Office Suite, and other office software; experience managing online calendars and setting appointments.
Excellent written and verbal communication skills, including the ability to understand legal documents.
Strong written and verbal communication skills, ability to communicate effectively with others, listen closely and convey points clearly.
Strong organization and time-management skills; ability to work on multiple projects simultaneously, manage a high volume of work and meet deadlines in a fast-paced environment.
Demonstrated ability to work both independently and collaboratively as part of a team
Ability to follow detailed instructions, collaborate effectively with legal teams, and engage constructively with clients and colleagues.
Demonstrate excellent customer service skills and the ability to calm clients who may be stressed and distraught in the face of a potential eviction.
Can reassure frustrated clients quickly and make decisions based upon anticipated outcomes.
Adapt well to policy changes and evolving program requirements.

Nice To Haves

Experience working in housing justice, legal aid, or social services settings.
Fluency in a language other than English highly preferred (Spanish, Cantonese, or Tagalog especially welcome).
Proven ability to ask personal or sensitive questions with professionalism, compassion, and discretion.
Salesforce or other legal/case management database experience is a plus.
Experience with assessing income eligibility for housing services, such as housing rental subsidies or Below Market Rate (BMR) unit placements.
Must understand all of the RADCo funding sources including SFERAP and ongoing subsidy assistance to ensure that eligible applicants are connected to receive RADCo services that will ensure housing stability.

Responsibilities

Serve as the first point of contact for clients.
Provide in-office intake support and managing inquiries via phone and email.
Screen applicants, with an emphasis on identifying individuals with active Unlawful Detainer (UD) cases and ensure they are promptly connected to the appropriate services.
Review applications assigned to EDC-RADCo to verify court involvement and coordinate with legal service providers and community partners.
Track case statuses, follow up with past clients, and conduct proactive outreach to potentially eligible individuals who have not yet applied.
Issue denial notices, when necessary, that clearly communicate next steps and refer clients to other supportive community resources.
Maintain a strong understanding of RADCo funding sources- including SF ERAP and ongoing subsidy programs- to ensure eligible applicants are connected to services promote long-term housing stability.
Respond to all messages received via the RADCo Intake phone line and email account in a timely, professional manner, and log all client communications in the intake tracking system.
Monitor and update internal or external databases to track applicants who are ready for service assignments.
Provide thoughtful and resourceful support to clients by listening to their specific needs identifying appropriate referrals- including food assistance, general aid, food stamps, unemployment support, tenant right services, and more- using available resources, research, and team collaboration.
Stay current on changing program guidelines and policies to ensure accurate up-to-date information shared with clients and services remain uninterrupted during policy transitions.
Refer clients with eviction- related legal documents, including Unlawful Detainer, to EDC’s Legal Clinic or a partner Tenant Counseling Agencies to ensure they receive legal support needed to maintain housing stability.
Attend weekly program meetings, monthly agency staff meetings, and relevant supervision meetings.
Enter client data on time and correctly to support program evaluation and outcomes tracking.
Exhibit exceptional customer service skills with the ability to de-escalate tense situations and provide compassionate support to clients experiencing stress or distress due to potential eviction.
Effectively reassure and guide frustrated clients, using sound judgement to make timely decisions based upon anticipated outcomes and clients needs.