HCEC Information & Referral Specialist_
Framingham
SUMMARY
Responsibilities will include answering the HCEC hotline, managing HCEC voicemail messages, assessing client needs, performing brief and comprehensive housing counseling; referring clients to appropriate HCEC and/or SMOC programs. Performs clerical tasks including data entry, customer service, copying, filing, and special projects as assigned. Serves as HCEC Front Desk coverage support when needed.
Why Work for SMOC?
+ Flexible schedule, work/life balance and a 35-hour work week.
+ Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
+ Employer Paid Life Insurance & AD&D and Long-Term Disability after 6 months of employment.
+ Two Comprehensive Medical Plans with HRA Employer cost-sharing and 79% of premiums covered by the Employer.
+ Dental w/ Orthodontic Coverage with 75% of premiums covered by the Employer
+ EyeMed Vision Insurance
+ 403(B) Retirement Plan with a company match on day one.
+ Additional voluntary benefits including – additional Term and Whole Life Insurance policies, Accident Insurance, Critical Illness, and Short-Term Disability.
+ Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.
PRIMARY RESPONSIBILITIES
+ Manage the volume of calls and voicemail messages from HCEC Hotline; including listening to calls, transcribing messages, returning calls and distributing messages within the team to the most appropriate responder.
+ Respond to phone and email inquiries and direct clients from the HCEC hotline and HCEC email to the appropriate service or agency.
+ Respond to emails received through [email protected]
+ Perform triage with clients to provide I&R, conduct brief counseling sessions for HCEC clients, utilizing assessment tools and make referrals based on their needs and housing situation to the most viable internal and external community resources, and if financial assistance can be accessed to rapidly re-house or prevent the family from becoming homeless.
+ Provide initial information and referrals (I&R) for community-based resources such as childcare, education, job training, fuel assistance, behavioral health, food, transportation, legal advice, medical care, counseling, parenting skills, and other services.
+ Provide I & R. problem solving, provide referrals to HCEC staff for homelessness prevention programs including RAFT, and all RAFT extensions, ESG, FEMA, and other funding available within HCEC and SMOC.
+ Collect CMS and CSBG demographic data by completing an intake form for every caller from the HCEC hotline and HCEC email; and report on all referrals made through CMS/CSBG Intake.
+ Provide individuals and families general information on application processes.
+ Ensure applicants reaching out for information are properly documented and noted in the E2E system.
+ Assist in person clients and landlords with applying through our electronic portal system to apply for RAFT benefits and ensure client compliance with regulations
+ Maintain accurate client records by collecting and entering all required data into the Hotline call log.
+ Link clients to SMOC components for additional services.
+ Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
+ Attend & participate in engagement team meetings as requested and communicate effectively with clients and staff in other areas.
+ Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
+ Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
+ Other duties as assigned.
KNOWLEDGE AND SKILL REQUIREMENTS
+ 1-year receptionist, administrative, or human service experience
+ Knowledge of or strong interest in learning about community-based resources
+ Proficiency in Microsoft Word/Excel/Outlook
+ Strong customer service skills and phone etiquette
+ Professional and courteous demeanor
+ Trilingual skills a plus (Portuguese, Spanish and English preferred).
ORGANIZATIONAL RELATIONSHIP
+ Directly reports to HCEC Intake Supervisor.
+ Indirectly reports to RAFT Assessment Manager and HCEC Director
+ Direct reports of this position are none.
+ Indirect reports of this position are none.
PHYSICAL REQUIREMENTS
+ Must be able to sit for a prolonged period.
+ Must be able to operate a computer and complete extensive paperwork.
WORKING CONDITIONS
As part of the responsibilities of this position, the Information and Referral Specialist/Receptionist will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. The HCEC Information & Referral Specialist position is 40% remote. The A successful background check is required.
We are an equal opportunity employer committed to diversity in the workplace.
Monday - Friday Flexible Day Hours
35 Hours per week