Referral Specialist

Summary: The Catholic Charities Community Services (CCCS) Helpline is one of its most critical resources for client referrals. The EPGP Referral Specialist will work specifically with referrals that need assistance with housing, rental arrears and pending evictions. 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.

Location: 204 Hawthorne Avenue, Yonkers NY 10705

Hourly Rate:  $30.22

Essential Duties and Responsibilities include: Other duties as assigned.
•    Answers incoming calls to the CCCS Helpline, assesses need and provides information, referral, and/or triage as appropriate.
•    Provides screenings for rental arrears, pending evictions and refers to appropriate staff as needed.
•    Develop and maintain knowledge of Westchester services and programs to provide warm referrals to         clients in need of services.
•    Work collaboratively with the tenant advocate to refer appropriate cases to provide legal assistance on  eviction proceedings.
•    Assist the site’s tenant advocate with the management of his/her caseload, including providing cases management services to clients.
•    Provides timely and accurate referrals to external providers as appropriate.
•    Coordinates services with case management; provides crisis intervention and access to services for    clients facing eviction.
•    Attends and participates in weekly supervision, monthly Department meetings, team meetings        community meetings, training, and other agency-related activities.
•    Enters callers, walk-ins, and case management cases into a data management system.
•    Adhere to the Community Outreach Services procedures.

Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday-Friday 9am  – 5pm.    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.
•    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.

Qualifications
Education and/or experience required:
•    High school diploma with 2 years’ call center experience, customer service or social services.
•    Bilingual, English Spanish required.

Skills, Licenses, and/or competencies required:
•    Knowledge of phone-based service delivery, social services systems, and local resources.
•    Customer service skills
o    Enthusiasm for working with people and excellent interpersonal skills.
o    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.
•    Excellent organizational, time-management and communication skills.
•    The ability to work well independently and as part of a team.

Catholic Charities and Catholic Charities Community Services are equal opportunity employers. 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.