What are the responsibilities and job description for the Hotline Coordinator/Case Manager position at Catholic Charities Community Services?
Description 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.
Administrative Responsibilities: 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pantry referral lists, landlord lists, and all handouts / materials/ resources are current, immediately discarding what is obsolete.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 9.00am to 5.00pm, Monday through Friday.
Occasional evening and weekend hours as needed. Working Conditions and Physical Demands: 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. Skills, licenses and / or competencies: 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.
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.
Administrative Responsibilities: 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 9.00am to 5.00pm, Monday through Friday.
Occasional evening and weekend hours as needed. Working Conditions and Physical Demands: 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. Skills, licenses and / or competencies: 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.