Summary: Provides intake and referral support.

Essential Duties and Responsibilities

Hotline:

• Acts as initial point of contact for anyone seeking services or information.
• Answers incoming calls to the hotline phone. Where not possible, returns VM 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 4 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pantry referral lists, landlord lists, and all handouts / materials/ resources are current, immediately discarding what is obsolete.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.