Emergency Services Assistant

Position Description

Job Title: Emergency Services Assistant

Department: Community Services

Supervises: N/A

Reports To: Community Service Manager

Pay Range: $16.00-$17.50 per hour

FLSA Status: Non-Exempt

Hours: 20 Hours weekly 10-2 M-F Flexible hours available

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I. Purpose And Summary Of Responsibilities

The Emergency Services Assistant supports the Case Manager Team and Manager with all departmental activities. This position assists in coordinating human service needs for the Agency's customers by building supportive relationships with families, identifying barriers to self-sufficiency, and connecting them with appropriate resources.

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II. Essential Responsibilities

Administrative

• Assist customers to identify needs, set goals, implement solutions, and monitor/report outcomes.
• Interview and assist customers through direct Agency services; advocate for their needs by providing emergency services, referrals, and/or housing assistance.
• Maintain accurate and timely customer files, case notes, and monthly reports.
• Perform accurate and timely data entry into Agency systems.
• Assist with report preparation and tracking tools as needed.
• Answer incoming calls, resolve or route appropriately, and refer callers to other agencies as necessary.
• Record time worked and submit time-off requests via the Agency's time reporting system.
• Maintain a clean, safe, and professional workspace for visiting customers.
• Monitor office supply inventory and coordinate orders with the Community Services Manager.
• Demonstrate proficiency with Microsoft Word, Excel, Outlook, Teams, and other required software.
  
  

Direct Service

• Enter and maintain customer information in the Agency's data management system (imPowr).
• Provide data entry support for Case Manager team and Manager as needed.
• Collaborate with Case Managers Team, Community Services Manager and the Director of Community Services and Reporting to develop brochures highlighting program services, public education, and Agency promotion.
• Build and strengthen relationships with other human service agencies.
• Maintain confidentiality regarding customers, employees, and all Agency business.
• Work flexible hours, including evenings and weekends, as program needs require.
• Participate in Agency events (e.g., food pop-up distributions, community education events).
• Maintain the food pantry in compliance with all applicable regulations.
• Provide coverage at any Agency location as needed.
  
  

Professional Development

• Complete all internal and external trainings as assigned.
• Attend conferences, trainings, and meetings to support Agency programs and professional growth.
  
  

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III. Marginal Responsibilities

• Perform other duties as assigned by the Community Services Manager, Director, or CEO.
  
  

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IV. Relationships

• Internal
• Maintain professional, cooperative, and effective communication with the Case Manager Team, Community Services Manager, Directors, CEO, and Agency staff.
  
  

Supervision Received

• Frequent - 25%
• Several times daily - 25%
• Occasional (with standard instructions/procedures) - 30%
• Limited (some personal responsibility and method choice) - 10%
• Minimal - 5%
• Little or none - 5%
• External
• Promote community awareness of Community Action of Orleans & Genesee programs and services.
• Communicate professionally with customers and the public at all times.
• Represent the Agency at community events as needed.
  
  

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• Work Environment
• Work is performed at various Community Action worksites, with moderate noise from phones, customers, office equipment, and staff.
• Must occasionally handle crisis situations, with support from the Community Services Manager or Director, involving high-risk decisions regarding customers.
• Dress appropriately for daily activities.
• Travel to meetings, trainings, and events as needed.
  
  

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VI. Physical Demands

Approximate Requirements

• Sitting: 25%
• Standing: 25%
• Walking: 25%
• Lifting: 15% (up to 30 lbs.)
• Driving: 5%
• Bending: 5%
  
  

Other demands include frequent telephone use, reading, report preparation, food pantry oversight, and regular computer/office equipment use.