Social Services Intake Specialist

Metropolitan Council On Jewish Poverty New York , NY 10007

Posted 7 days ago

Position Summary:

Receive and respond to calls on agency Helpline to assess for enrollment in agency services or appropriate referrals to other social service agencies; assist Met Council direct service staff in client initial assessment as well as service follow up; data entry and other clerical duties as appropriate and needed.

Principal Responsibilities:

  • Principal responder to high volume phone calls and voicemails on Met Council Helpline within 24 business hours of initial outreach of caller, Monday through Friday

  • Providing current and accurate information and referrals through professional transfers of calls to external agencies to address crisis needs of callers

  • Actively assist Director, Crisis Intervention with transition of Met Council Helpline to Met Council Call Center to facilitate all incoming initial calls and assess for agency wide departments and services

  • Understand and professionally explain Met Council services and programs available, as well as eligibility criteria for enrollment in services

  • Complete initial comprehensive phone assessment for caller eligibility of services and programs provided throughout Met Council

  • Enter caller information into electronic tracking database to ensure each call is accurately recorded and documented for agency purposes

  • Assist in preparing statistical reports on department activities and periodic reports on government contracts and private grants

  • Participates in regularly scheduled supervision, team meetings and general crisis staff meetings

  • Recognizes and adheres to professional roles

  • Performs general clerical and administrative duties for department including filing, copying, etc.

  • Other duties as assigned

Competencies:

  • Excellent computer literacy and word processing skills, including experience with Microsoft Word and Excel

  • Superior interpersonal and communication skills for discussing crisis client situations over the phone

  • Capable of working effectively in a pressured environment serving persons under stress while still providing an empathic response

  • Experience and knowledge in crisis intervention techniques and suicide risk assessment

  • Requires on-going knowledge of local and national resources, including but not limited to Social Security, Medicare, Medicaid, other HRA benefits, additional state/county programs and resources, and the ability to link callers to appropriate organizations for needs

  • Strong interpersonal skills to both assess and build relationships with individuals as well as manage and control one's own reactions to complex and challenging conversations on the phone

  • Attention to detail

  • Client, ethics and integrity focused approach to interventions

  • Ability to adapt to changes and flexibility in schedule

  • Ability work independently as well as in a team

  • Strong organizational skills and the capability to multi task

  • Excellent telephone skills

Special Requirements:

This position is based at the central office; some field work with our local Jewish Community Councils may be required

Skill and Education:

  • Human Services Associates degree with Social service experience or BSW degree preferred

  • Clerical/administrative work experience preferred

  • Bi-lingual Spanish preferred

Mathematical Skills:

  • Basic Math

Reasoning Ability:

  • Ability to functions effectively within a crisis environment and make appropriate and safe decisions

Work Environment:

  • Must be able to work in a busy environment with a sensitive population

  • Demonstrate cultural sensitivity especially to insular, immigrant and minority groups

Physical Demands:

  • Required Constantly: walking, sitting, grasping, bending, stooping, squatting, computer input, finger dexterity and coordination of hand, eye and foot

  • Required Frequently: Standing and climbing stairs; carrying laptop & files (approx. 8-10 lbs)

  • Required Occasionally: Reaching above the shoulder, and lifting 5-25 pounds, pushing and pulling

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Social Services Intake Specialist

Metropolitan Council On Jewish Poverty