Helpline Case Assistant
Location: New York, NY, United States
Job Type: full-time
Date Posted:
Salary Range: 23.63 - 24.73 USD Hourly
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Description
Summary:
The Catholic Charities Community Services (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 Case Assistant is among the first to ensure that the mission of CCCS is upheld and that callers are received with warmth and acceptance and are given time to convey their circumstances. Upon effective engagement with the caller, the Case Assistant will provide timely and accurate information in a professional and efficient manner. Responsibilities:
- Answering the CCCS Helpline:
- Answers incoming calls to the CCCS Helpline, assesses need and provides information, referral, and/or triage as appropriate.
- Provides screenings for rental assistance.
- 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 knowledge of the eligibility criteria unserious CCCS programs, liaises with department supervisors to maintain accurate information and ensures proper triage.
- 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. Provides front desk coverage and reception and provides case assistance on a limited basis.
- Administrative:
- Enters callers, walk-ins, and case management cases into a data management system.
- Supports the Case Management Department with administrative duties as needed.
- Completes other assignments as directed by the supervisor.
- Other duties may be assigned.
Qualifications:
- High school diploma with 2 years’ call center experience, customer service or social services.
- Bilingual, English Spanish required.
- Knowledge of phone-based service delivery, social services systems, and local resources.
- Customer service skills
- Enthusiasm for working with people and excellent interpersonal skills.
- Awareness of challenges low-income individuals face and ability to offer compassionate,
- patient, and professional response.
- Ability to multi-task and complete assignments that often occur in a fast paced and stressful environment.
- Computer and technology proficient; WIFI access and an ability to successfully navigate remote technology (If needed).
- Excellent organizational, time-management and communication skills.
- The ability to work well independently and as part of a team.
Position Type and Expected 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. Additional hours may be required to meet program deadlines, or client needs.
- 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 90% 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.
Catholic Charities and Catholic Charities Community Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by law.
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