Summary: The Helpline/Case Assistant fulfills a vital role in how Catholic Charities’ mission is represented to those in need. The primary function of this position is to answer incoming calls to the Catholic Charities Community Services (CCCS) Helpline and screen callers in need of rental assistance. Additional functions of this position are to provide timely and accurate information and referral to callers, develop and maintain an updated and comprehensive list of resources, provide intake to walk-in clients, and provide case management. This position may be a combination of on-site and remote.
Salary Range: $23.62 - $24.73 per hour
Helpline: The CCCS Helpline is one of its most critical resources for client referrals. Unlike a traditional call center, the Helpline extends well beyond the most basic call intake and functions as a delivery source of information and services to individuals who may be experiencing a crisis. The Helpline has been our first line of response during Covid-19. Duties and Responsibilities include:
- Answers incoming calls to the CCCS Helpline, assesses need and provides information, referral, and/or triage as appropriate.
- Provides screenings and completes applications for the Emergency Rental Assistance Program (ERAP) in collaboration with the Human Resources Administration (HRA) and other community partners.
- Explains the various Catholic Charities programs and provides access to services throughout the Archdiocese (NYC, the Bronx, Staten Island, and the Hudson Valley) and elsewhere as relevant.
- Develops advanced knowledge of the eligibility criteria of the various CCCS programs, liaises with department supervisors to maintain accurate information, and ensures proper triage.
- Develops, maintains and updates a comprehensive list of Social Service referral sources and seeks to cultivate relationships with these sources, including Covid-19 related resources
- Provides timely and accurate referrals to external providers as appropriate.
- Coordinates services with various internal CCCS departments, including Preserving Housing; provides crisis intervention and access to services for clients facing eviction.
In-Person/Direct Service: Not unlike the Helpline, In-Person/Direct Service requires face-to-face interactions with clients. When not providing case management via the Helpline, the Helpline/Case Assistant I will perform In-Person/Direct Service including the following:
- Provides intake and assessment to in-person clients for the Case Management Department.
- Completes applications for rental assistance as needed.
- Provides Case Management to clients from intake through case closure as appropriate.
- Enters callers, walk-ins, and case management cases into data management systems.
- Supports the Case Management Department with administrative duties as needed. Other duties may be assigned.
Hours of Work:
This is a full-time position. Days and hours of work may vary from 8:30-4:30 or 11:00-7:00 (4 weekdays) and 9-5 (or ½ day) on Saturday. Additional hours may be required to meet program deadlines, or client needs.
Bachelor’s degree preferred with 2 years or more experience in the social services field, or some college and 5 years’ experience in the social services field.
Bilingual, English-Spanish, or Bilingual, English-French required.
Working conditions and physical demands required:
The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Remain in a stationary position at a workstation and use a computer approximately 60% of the time.
- Remain in a stationary position at a workstation for the purpose of responding to Helpline calls in real time.
- Frequently sit for long periods.
- Pack and carry bags containing food pantry/grocery type items.
- Travel for staff meetings 10% of the time using reliable transportation, traversing streets, ascending/descending stairs, and exposed to outside weather conditions.
- Traverse neighborhoods that may require a high level of alertness and awareness of surroundings.
- Work with clients who require consistent and comprehensive support, some under potentially stressful conditions.
- May be deployed to other locations on an as needed basis.