Intake Specialist, HCEC

Job Description

Job Description

Summary: Responsibilities include triaging clients in person, over the phone or by email, by assessing client needs, performing brief and comprehensive housing counseling; discussing housing stability issues and referring clients to appropriate HCEC and/or SMOC programs. Provide administrative support to the HCEC team and Family Emergency Services Division and function as a member of the SMOC front desk staff group.

Why Work for SMOC?

• Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 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 for full-time employees.
• Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
• 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
• Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
• Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.

Primary Responsibilities:

• Serve as part of the EFA Front Desk team and greet visitors to 7 Bishop Street redirecting them to the appropriate department and service they are seeking.
• Respond to and perform triage with walk-in clients, by phone and/or by email, including families facing a housing crisis, seeking shelter placement or homeless prevention assistance.
• Work collaboratively with and provide backup support to HCEC Intake Supervisor and I&R Specialist responding to HCEC client inquiries, via phone, email and live calls.
• Responsible for client communication and chasing of client documents.
• Review potential RAFT cases ready for review through OMNI Channel system.
• Use E2E Staff Portal Guide to identify missing information from RAFT applications through E2E System.
• Update Case Tracker based on received information through system and CMS record with client interactions.
• Escalate priority cases to intake supervisor for further triaging.
• Expectation to document chase 50 cases/ week.
• 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 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 required data by completing an intake assessment on CMS portal for every client seeking assistance. Maintain accurate client records and enter all required data into appropriate software/program: internal excel spreadsheets, CMS, CSBG, MRI-HAPPY.
• Share information about HCEC's housing and financial literacy workshops.
• Link clients to SMOC components for additional services.
• Maintain accurate client records by following HCEC filling system, collecting client documents, making copies and providing administrative support to front desk area and HCEC team, as needed.
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• 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:

• Two years relevant work experience in social services or housing services with low-income, minority and disabled individuals preferred.
• Knowledge of or strong interest in learning about community-based resources.
• Experience providing services to low-income consumers.
• Strong oral and written communication skills in English; bilingual in Spanish and Portuguese are strongly preferred.
• Strong customer service skills and phone etiquette.
• Professional and courteous demeanor.
• Experience working in fast paced environment a plus.
• Working knowledge of Microsoft Office applications, Internet search, and Outlook email.
• Ability to work under pressure and handle time-sensitive tasks.

Organizational Relationship:

• Directly reports to HCEC Intake Supervisor.
• Indirectly reports to HCEC Director
• Direct reports of this position are n/a

Physical Requirement: Ability to lift a maximum of 25lbs.

Working Conditions: As part of the responsibilities of this position, the Housing Consumer Education Center Intake Specialist 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. A successful background check is required.

Hybrid Work Option: Hybrid work is permissible in some positions at SMOC depending on the key functions and responsibilities. The Intake Specialist, HCEC position is eligible to work from home 0-20% of the week in scheduling coordination with the department manager.

Monday through Friday: 9:00AM - 5:00PM. Includes a 1-hour unpaid lunch break.
35 Hours per week.