Response Coordinator

JOB DESCRIPTION:
Under the general supervision of the Shelter Manager the Response Coordinator will respond to the needs of individuals or families who are experiencing homelessness found in Orange County by facilitating emergency shelter placement. They assist in providing provisions of basic needs, transportation, and service linkage for foster care, child and adult protective service reports. This position at HONOR works as part of a larger interagency team to coordinate services and housing placement for persons who are on the street or homeless within the shelter systems which involves coordination with Orange County Department of Social Services (DSS), Housing Resource Center (HRC) and Housing Resource Alliance (HRA), the Crisis Call Center (311), medical providers and law enforcement agencies. The Response Coordinator utilizes Cultural Competency, Trauma Informed Care and Motivational Interviewing in all interaction with callers and clients. Must be flexible with schedule to meet the needs of the clients which will include some evenings and weekends. Additional hours as well as providing these services at other locations throughout Orange County may be required to meet program regulations, contract obligations and client needs.

QUALIFICATIONS FOR THE POSITION:
(Not the Individuals Qualifications)

• Associate’s degree in health and human services preferred with 1 year experience; HS Diploma or GED with a minimum of 2 years’ human service experience.
• Demonstrate knowledge of health, mental health, substance abuse and social service systems
• Must be able to relate to and work with ill, disabled, elderly, emotionally upset and at times hostile people, while maintaining a professional demeanor.
• Ability to maintain a non-judgmental disposition and communication with a diverse population
• Must be detail oriented and have competent literacy and writing, documentation, communications and interpersonal abilities (friendly, courteous, helpful, ability to work as part of a team).
• Proficiency with computer including Microsoft Word, Excel and Electronic Health Record database
• Bi-lingual Spanish/English preferred
• Valid NYS Driver’s License

JOB DUTIES AND RESPONSIBILITIES:

• Answers phones in a timely and professional manner, transferring calls warmly, taking appropriate and accurate messages when necessary and informs staff and residents of any messages taken.
• Greets and assists community, clients, donors, and vendors ensuring that the highest standards of customer service and welcome are always demonstrated.
• Receives and responds to calls from individuals and/or families experiencing homelessness and the County’s Crisis Line, 3-1-1
• Answers inquiries and provides information about establishment such as location and services provided.
• Provides coordination between Afterhours placements, hotels, DSS, HRC/HRA, partner agencies (such as CHI, Newburgh Ministries, warming center) etc.
• To fulfill transportation requests, arranges for a caller to be picked up and transferred by a local taxi operator.
• Conducts detailed confidential eligibility assessments in accordance with OCDSS Afterhours Policy and Procedures when DSS/HRC/HRA Offices are closed.
• Obtains information from caller and completes a detailed Call Center Questionnaire Call Sheet.
• Initiates referrals and placements in accordance with Orange County’s After Hours and Code Blue Policies and Procedures.
• Thoroughly and accurately completes statistics on each call. Completes referral and intake forms, protective services forms etc. when required.
• Maintains and updates callers when vendor availability and solutions are not immediately available.
• Provides outcomes for each occurrence and if the person was finally transported or placed.
• Immediately contacts 9-1-1 if a caller presents as being a danger to himself/herself and/or others.
• Assures that any special needs of callers including, but not limited to, physical handicap, hearing impairment, and non-English speaking, are identified so that such callers can adequately be referred to appropriate services to meet their individual needs.
• Completes re-authorization / extensions for hotel placements during Code Blue and/or when requested by Supervisor.
• Screen and assess a caller for Adult Protective Services who have been determined to be in an unsafe situation or who may be experiencing a crisis that places them in imminent danger of harm and Contact OCDSS’ After-Hours on-call Adult Protective Services supervisor to advise of the current emergency being experienced by the caller and discuss the caller’s specific situation to access any known information about the caller and obtain supervisory guidance and direction regarding steps that may need to be taken to ensure the safety of the caller.
• Completes a referral form and fax it to the Adult Protective Services Division.
• Receives calls during After-Hours regarding critical incidences involving children and families involved with OCDSS’ Children’s Services Division, and those children who are in the legal custody of OCDSS and placed in a foster care setting or on a trial discharge.
• Maintains a schedule of OCDSS on-call employees and contracted employees (which will be provided by OCDSS) and immediately calls the identified on-call caseworker when a call is received and relay the information received about the incident to the on-call caseworker.
• Completes interviews with youth seeking admission to A Friend’s House Runaway and Homeless Youth Shelter.
• Completes Netsmart referral for accepted youth and communicates to A Friend’s House staff to expect a new admission.
• Receives calls regarding possible street homeless individuals and completes referral to the HONOR SOS team.
• Completes Spreadsheet for each call type and transmits all collected information and documents to the appropriate parties daily.
• Completes Social Care Network screening as requested.
• Ensures safety and security measures are enforced and policy and procedures are followed for all clients, staff and visitors entering and leaving the facility. Follows protocol for use of electronic (door buzzer) access.
• Attends Agency’s in-service and/or training sessions, unit meetings, staff meetings as well as any other Agency-related activities as required.
• Maintains confidentiality of all data.

Shifts Available:

• Full-Time: Tuesday–Saturday, 4:00 PM–12:00 AM
• Full-Time: Thursday–Monday, 4:00 PM–12:00 AM
• Part-Time: Saturday & Sunday, 8:00 AM–4:00 PM

Pay: $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Which of the available schedules are you able and willing to work? (Select all that apply)

A) Full-Time: Tuesday–Saturday, 4:00 PM–12:00 AM

B) Full-Time: Thursday–Monday, 4:00 PM–12:00 AM

C) Part-Time: Saturday & Sunday, 8:00 AM–4:00 PM

• Do you have experience working in a shelter, call center, crisis response, or human services setting? If yes, please briefly describe.
• What time of day is best for a phone call, and are there specific days you prefer?

Education:

• High school or equivalent (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

Salary : $20