To apply, please visit https://hopesource.us/employment. Email applications will not be accepted.
The HopeSource Mission is to Equip, Encourage, and Empower those we serve, drawing from our CASTLE culture that is committed to the values of Courage, Authenticity, Service, Truth, Love, and Effectiveness. You will enjoy an open, welcoming team environment where your unique contributions to the team are valued.
You will benefit from:
Starting salary above the market average,
Flexible hours and hybrid work options following eligibility periods,
100% insurance premiums covered for you and 60% of insurance premiums covered for your dependents to ensure that you and your family have quality care,
Generous PTO and vacation with accruals starting at hire
A work environment you will truly love to work in!
The customer care team's purpose is to leverage resources and resiliency of customers and work to find the most appropriate care solution for the individual. Strategies include diverting customers to existing internal network resources to enrollment in appropriate programs at HopeSource, or to refer to the network of providers in HopeSource service areas. Techniques include problem solving, risk assessment, planning, and support for timely resolution.
Answer centralized phone system and transfer calls to internal partners
Assist customers, via phone, walk-in, or customer portal, and direct to appropriate resources, recording transactions in the Customer Care portal
Check and maintain customer care portal ensuring that all entries are contacted within 24 hrs, ensuring adequate contact notes are recorded and follow-ups are scheduled in a timely manner
Utilize compassionate yet practical problem-solving conversations to identify the customer's strengths and resources to effectively tailor services for each individual's needs
Conduct Risk Assessments and make internal referrals
Work with homeless households to identify strategies for doubling up, re-establishing lease terms with a recent landlord, or find other permanent housing options
Provide direct advocacy with landlords, family, and friends to mediate or resolve issues that would prevent a housing option
Conduct initial eligibility screenings for internal programs. Communicate/Coordinate with appropriate HopeSource staff to hand off referred client
Perform initial assessments that include health and safety risks that determine the viability of various diversion strategies, prioritizing households in compliance program requirements
Provide comprehensive referrals for all service areas, ensuring up to date knowledge of resources
Schedule follow-ups for queue and continued problem solving
Maintain and populate master list weekly to coordinate with outreach teams
Attend all program staffing meetings
Provide emergency services as needed and document in Apricot
Maintain client resources in local office ie. client room/lobby upkeep, client handbook stock, resource list maintenance, brochure stock
Complete Good Received Notices for items received at the front desk
Complete Cash Receipts and associated processes for donations received at local site
May be required to travel between offices on occasion to provide services
Some locations may require creating an outreach calendar.
Minimum Requirements
Required skills:
Experience in providing direct client services with individuals and/or families in crisis.
Excellent Customer Service and Communication Skills
Exhibits proficiency in effective time management and meeting deadlines
Comfortable with a wide variety of computer hardware and software
Skilled in prioritization techniques
Flexible and comfortable with frequent interruptions and change
Demonstrates exceptional active listening skills
Demonstrates a collaborative and solution finding attitude
Exhibits extreme ownership over project outcomes
Preferred:
Bachelor’s degree in a field directly related to families, case management or to the delivery of client services or equivalent experience
Proven ability to network with other organizations and service groups
Bi-lingual English/Spanish
