Description:
POSITION SUMMARY
Waypoint's Critical Services department is currently seeking a member to join our Coordinated Entry Call Center team to provide information and referrals to clients. This is a social work profession and no sales are involved. Working in the office is required, it is not a remote position. It's full-time at 40 hours/week. The shift will be 9am - 5pm, Monday through Friday. The pay is $18/hour.
PRINCIPAL DUTIES AND RESPONSIBILITIES
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Field and respond to phone calls and in-person clients
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Collect and input data from calls for rental assistance, domestic violence support, and emergency shelter
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Provide information, make referrals, take messages, and provide a triage screening to callers for admission to housing and rental programs
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Remain informed on statewide resources and systems to make appropriate referrals
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Complete requested paperwork in a timely manner
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Work within an HMIS system to enter data accurately in a timely manner
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Use critical thinking skills to appropriately refer clients to correct resources
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Assist with program components as assigned
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Complete client requests utilizing our email and software systems including: MS Outlook, Word, Excel, and Google Documents
COMPETENCIES
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Values: Demonstrate Waypoint’s core values every day you are at work: have compassion, instill ownership, empower people, and embrace diversity.
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Dependability: Show up to work on time, every time. Keep your commitments. Take responsibility for your own actions. Understand implications of your decisions.
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Communication: Demonstrate the ability to treat others with respect and consideration when working with a variety of personalities and leadership styles. Listen and seek clarifications. Communicate internally and externally in a positive tone.
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Professionalism: Take pride in how you present yourself. Motivate yourself to bring your best every day. Develop strategies to achieve organization goals.
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Adaptability: Be able to multitask in a changing and evolving work environment to best fit the situation. Demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness.
GENERAL DUTIES AND RESPONSIBILITIES
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Comply with all Waypoint policies and Waypoint letter of employment
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Maintain client and program confidentiality as defined in Waypoint’s Confidentiality Policy
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Demonstrate a positive attitude and professional manner, both in appearance and actions in carrying out job responsibilities
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Follow Waypoint Crisis Communication Plan completely in crisis situations
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Attend and participate in Waypoint departmental, interdepartmental and staff meetings as directed
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Maintain scheduled work hours and notify your immediate supervisor personally of absences
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Support Waypoint events
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Promote Waypoint team concept by being courteous and helpful to other employees and clients
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Accurately maintain necessary forms and records and submit in a timely manner, especially accident/incident report forms
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Be responsible for maintaining the cleanliness of the total work environment
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Complete time cards and/or employment records accurately and submit on time to supervisor
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This position may require regular evening and weekend work hours; individual must be able to work flexible hours
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Work with supervisor to develop a professional growth plan
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Attend in-service trainings and work to increase skills in field
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Be on the job at least 90% of the time
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Perform all other duties as assigned by Waypoint
BENEFITS The benefits below are for full-time, 30+ hours/week, unless noted otherwise
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12 Paid Holidays, includes your birthday (Regular part-time employees receive holiday pay - prorated)
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2 weeks PTO first year of employment
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Self-Care & Family Time, additional paid time off that is equivalent to 1 week/year
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$25K Life Insurance paid in full by Waypoint
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Medical insurance through Wellmark; Waypoint pays $385/month towards this insurance
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Dental & Vision Insurance
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FSA & HSA
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Short-Term Disability
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401K & Match
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Employee Childcare Discount at KidsPoint
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Employee Assistance Program - counseling, financial and legal services
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Certified Public Service Loan Forgiveness Employer
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Discounted college classes
Requirements:
QUALIFICATIONS
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High school diploma with at least one year experience in human service delivery which includes medical, public health and human services; or equivalent work/life/volunteer experience
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Must be proficient with: MS Outlook, Word, Excel, and Google Docs
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Type at least 30 WPM
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Understanding of the dynamics of homelessness, domestic violence, child abuse, sexual abuse/assault, substance abuse, and mental illness
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Demonstrate a sensitivity to working with families of diverse racial and cultural backgrounds and an understanding of poverty and oppression
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If a Waypoint/DHS Non-Law Enforcement Records Check is required, must receive a negative report
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If required to drive a Waypoint vehicle, must have valid drivers license and be insurable to meet the requirements of Waypoint insurance provider; if required to transport clients, must have valid chauffeurs license
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Be able to sit, stand, walk, stoop, kneel and lift up to 40 pounds