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Customer Service Representative

$37k-50k (estimate)
Full Time 3 Months Ago

                                                                       Special for Service Groups
                                                                            Job Announcement
_____________________________________________________________________________
Title: Customer Service Representative                                                Division: CES Access Center
FLSA: Non-Exempt, Full Time                                                         Supervisor: Program Supervisor
Pay Range or Rate: TBA                                                                     Revised: 08.11.2022
__________________________________________________________________________
Summary
Under the direction of the Access Center Program Manager the Customer Service Representative will conduct eligibility screenings, administrative support, and program coordination activities in order attach individuals to the Coordinated Entry System. S/he will assist in the coordination of pre-screenings, VI-SPDAT completions, scheduling assessments, referrals and linkages, record keeping, and other related work as required.
Essential Functions
•    Perform general office/clerical, including making and receiving phone calls; greet and receive visitors; schedule
Initial Assessment appointments, prepare client files, verify eligibility at first face to face contact with potential clients, copy and fax, retrieve and respond to voice messages within 24hours.
•    Customer Service Representative shall assist clients in obtaining additional services needed including but not limited to : mainstream benefits, housing linkages( including crisis and bridge housing),substance abuse and mental health services, employment services, vocational services, education, legal services, credit counseling, money management, tenancy education, landlord relations, life skills training, family reunification, etc.
•    Customer Service Representative will assist enrolled/engaged clients in assessing progress toward personal, housing placements, and income goals outlined on the IHSSP and to document progress in these areas supporting the participant’s rapid transition to permanent housing.
•    Customer Service Representative will complete a monthly update to assess engaged/enrolled clients progress towards achieving the goals of their IHSSP.
•    Complete a CES survey packet (individuals) or Next Step Tool (youth) with all homeless single adults who have not previously been administered the survey packet.
•    Perform follow-up contact with clients that have been placed in successful housing placements and document the follow-up contact in client’s files.
•    Collect data and enter information into information systems and HMIS.
•    Assist with addressing HMIS data errors if any.
•    Complete the VISPDAT with Clients
•    Provide crisis intervention (Triage) and support including meals, hygiene, clothing crisis housing.
•    Conduct pre-screening eligibility interviews and internal referrals as needed
•    Work in coordination with CES Staff
•    Must utilize processor, create spreadsheets and database applications and conduct internet research as necessary.
•    Maintain communication and work with the building security team.
•    Create, maintain, and track donations for Crocker site
•    Responsible for issuing, tracking, and reconciling bus tokens
•    Enroll participants and enter data into HMIS within 24-72 hours of initial assessment.
•    Prepare project reports in accordance with funding requirements.
•    Attend in all mandatory program and division meetings and trainings, as assigned by his /her supervisor and division director.
•    Assist with preparation for meetings and trainings and other group sessions as assigned by the Program
Secondary Functions
Perform other duties as assigned by the Program Compliance Manager. Overtime, holiday, or weekend work may be required.

Minimum Qualifications - Knowledge, Skills and Abilities Required
High School Diploma or GED equivalent. More than one year of clerical experience. Basic knowledge of Microsoft Word, Excel, and Internet. If in recovery, a minimum of three (3) years of being drug and alcohol free is required. Knowledge of basic filling structure, ability to organize and manage multiple priorities. Ability to do concise documentation and effectively communicate in written and verbal form. Experience working with homeless families and the ability to work with clients from diverse culture, ethnic and socio-economic backgrounds. Attention to detail and punctuality are required, Bilingual
English required. Neat and professional appearance. CA DL, Car Insurance TB test, CPR and First Aid certification required. (Note: Results may not be more than (3) months prior to or (7) days after date of hire and renewed annual thereafter.)
Mandatory Covid19 Vaccination Requirement
•    COVID-19 Vaccination Required:  All staff is required to be fully COVID-19 vaccinated and to submit vaccination records to the HR Department during new hire orientation. 
•    Fully COVID-19 vaccinated (2 weeks from last vaccination dose to be considered fully vaccinated)
•    Negative COVID-19 Test:  All new staff must provide a negative COVID-19 test. PCR test results can be submitted prior to the first day of employment to recruitment@hopics.org.  Rapid antigen tests are also acceptable; however, they will be performed onsite to verify results.
•    Maintain and uphold Agency mission statement, values, policies, procedures, and principle
Supervisory Responsibilities:
This position does not have any supervisory responsibilities.
Environmental Conditions (Working Conditions)
Work conducted in an office setting.
Physical Requirements
The Staff Support Coordinator typically spends time sitting, standing, typing, thinking, writing, walking, carrying (max. 25 lbs.), listening, speaking. Driving required as needed.
Mental Requirements
This position will require the individual to be able to handle any/all the following: constant
distractions, interruptions, uncontrollable changes in priorities/work schedules be able to process information, think and conceptualize.

 
Special Service for Groups is an Equal Opportunity/Affirmative Action Employer

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