Catholic Charities Archdiocese of New York
Referral Specialist
Catholic Charities Archdiocese of New York, Yonkers, New York, United States
Description
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 Ave, Yonkers NY 10705
Essential Duties and Responsibilities
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.
Develops and maintains knowledge of Westchester services and programs to provide warm referrals to clients in need of services.
Works collaboratively with the tenant advocate to refer appropriate cases to provide legal assistance on eviction proceedings.
Assists the site’s tenant advocate with the management of his/her caseload, including providing case‑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.
Adheres 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 9 am – 5 pm. Additional hours may be required to meet program deadlines or client needs.
Working Conditions and Physical Demands
Remains in a stationary position at a workstation and uses a computer approximately 90 % of the time.
Travels for staff meetings 10 % of the time using reliable transportation, traversing streets, ascending/descending stairs, and is exposed to outside weather conditions.
Traverses neighborhoods that may require a high level of alertness and awareness of surroundings.
Works 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
Enthusiastic about working with people and excellent interpersonal skills.
Aware of challenges low‑income individuals face and capable of offering a 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.
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.
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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 Ave, Yonkers NY 10705
Essential Duties and Responsibilities
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.
Develops and maintains knowledge of Westchester services and programs to provide warm referrals to clients in need of services.
Works collaboratively with the tenant advocate to refer appropriate cases to provide legal assistance on eviction proceedings.
Assists the site’s tenant advocate with the management of his/her caseload, including providing case‑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.
Adheres 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 9 am – 5 pm. Additional hours may be required to meet program deadlines or client needs.
Working Conditions and Physical Demands
Remains in a stationary position at a workstation and uses a computer approximately 90 % of the time.
Travels for staff meetings 10 % of the time using reliable transportation, traversing streets, ascending/descending stairs, and is exposed to outside weather conditions.
Traverses neighborhoods that may require a high level of alertness and awareness of surroundings.
Works 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
Enthusiastic about working with people and excellent interpersonal skills.
Aware of challenges low‑income individuals face and capable of offering a 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.
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.
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