Hotline Coordinator​/Case Manager

Description

Summary: Provides intake and referral support.

Pay: This is a non-exempt, hourly position. The hourly pay rate: $23.69

• Acts as initial point of contact for anyone seeking services or information.
• Answers incoming calls to the hotline phone. Where not possible, returns voicemail messages and other enquiries within one business day.
• Maintains accurate and full records of all incoming requests for services – hotline, landlines, email, in-person.
• Checks voicemail at minimum four times throughout the day.
• Notifies supervisor immediately on all requests for service to triage and determine appropriate referral.
• Provides direct service at weekly food pantry, documenting in Outcomes those clients not currently in case management.
• Per 218 Church Street Building Protocol, ensures that all walk-ins are provided prompt, confidential and appropriate assistance.

• Compiles hotline log, collating detailed statistical information and services being sought. Includes updated information as to action taken, next steps and/or outcome.
• With ED, compiles and distributes assignment lists for case management.
• Attends and helps facilitate case conference meetings.
• Assists as directed with fundraisers, drives, trainings, and community events – Adopt-A-Family, Awards Dinner, Stuff the Bus, volunteer orientation, CCCSDC run events (on or off site), tabling and networking events.
• Ensures food pantry referral lists, landlord lists, and all handouts / materials / resources are current, immediately discarding what is obsolete.
• Assists with gathering statistics and preparing reports related to CCCSDC services, grants, and other funding.
• Provides support for case management as directed by ED.
• Other duties and projects as assigned.

Position Type and Expected Hours of Work: This is a full-time position from 9:00am to 5:00pm, Monday through Friday. Occasional evening and weekend hours as needed.

• Ability to remain stationary at a work station and use a computer. Ability to operate standard office equipment.
• Ability to use and respond to phone calls and emails.

Qualifications: Minimum high school graduate or high school equivalent. Bachelor’s degree preferred.

• Bi-lingual Spanish / English required.
• Able to work independently and remotely.
• Excellent interpersonal, organizational and telephone skills. Proficiency with MS Office suite, especially Excel and Outlook.
• Must be comfortable serving low income, disenfranchised and/or homeless populations of all religions, in a way consistent with CCCSDC culture.