Position Summary Under the direct supervision of the Program Manager, the Community Care Advocate (CCA) with patience and care will screen clients to determine clients needs, eligibility for program assistance, complete document/information collection using Client Case Management system, assist in processing applications when appropriate, and performs daily consultations, referrals, and follow-ups. CCA will maintain a comprehensive knowledge of both FSL and community resources and will acquire the necessary data needed to accurately refer clients to appropriate resources/assistance. CCA will assist in keeping our resource directory up to date and organized. This position is a hybrid position.This position has no direct reports. Essential Functions:% of TimeIntake & ReferralMakes initial contact with FSL members and community members to screen for eligibility for FSL programs and servicesPerforms telephone intake and assessmentInitiates and process internal referralsOffers external referrals to community agencies/services to clients to address unmet need(s)Completes research on community resources to learn about community wide services 40%Case ManagementPerforms client-centered and solution-focused servicesManages client information, review documentation for accuracy and completion, and process applications of assistance for approvalWorks with highly sensitive applicant informationDocuments in client management database Apricot, MS Office, Asana, and other identified client management systemsCommunicates regularly with clients, caregivers, and/or stakeholders to identify and address needs and concernsDetermines need for further follow-up from management staff, including Program ManagerCoordinates and helps in a confidential, timely, effective, efficient, and client-centered manner 35%Community EngagementCommunicates with community members and identified stake holders via phone, email, and other identified means to promote FSL programs/servicesComplete community outreach as needed by attending community events, community engagement meetings, etc.Provides educational and informational presentations as needed 10%Quality, Compliance & Continuous ImprovementUnderstands detailed information and follow procedures set forth in Program ManualProvides language translation with non-English speaking clients using translation servicesDevelops and maintain effective communication with all team members, clients, and staffAdheres to HIPAA guidelines regarding patient confidentiality 10%MiscellaneousModels FSL’s Core ValuesPrepares program reports as requested by the Program ManagerMay supervise volunteer staffParticipates in routine staff meetings and trainings as neededSupports and encourages linkage with other FSL programs, services, and facilitiesOther duties as assigned5% RequirementsEducation/Experience/Credentials/Knowledge/UnderstandingAssociate degree or 2 years care management, customer service, or human services experiencePreferred: Associate degree in Psychology, Social Work, or Human Services Good technical skills are essential A functional home workspace with reliable internet 18 years old SkillsExcellent verbal, written, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse populationAbility to navigate difficult conversations with care and patienceAbility to problem solve, multitask, and follow directionsExcellent Customer Service Excellent interpersonal skills and demeanor with the ability to build rapport and garner trust with othersStrong organizational, planning and time management skillsProficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Word, and Excel AbilitiesAble to comprehend, retain, and follow regulations and procedures Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed. Willingness and ability to embody FSL’s core values:Have passion for our mission Follow the golden ruleDo the right thing Begin with a can-do attitudeFind a better wayBe your best Physical DemandsAbility to work in a climate-controlled environment, infrequently outdoorsAbility to frequently stand, see, hear, speak, and be physically flexibleRequires bending, stooping, lifting, and standing for certain periods of timeAble to lift 25 poundsAble to work under conditions of frequent interruptions