Helpline Case Assistant

at  Catholic Charities Community Services

SUMMARY:

The Catholic Charities Community Services (CCCS) Helpline is one of its most critical resourcesfor client referrals. 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. The Case Assistant is among the first to ensure that the mission of CCCS is upheld and that callers are received with warmth and acceptance and are given time to convey their circumstances. Upon effective engagement with the caller, the Case Assistant will provide timely and accurate information in a professional and efficient manner.

Responsibilities:

• Answering the CCCS Helpline:
• Answers incoming calls to the CCCS Helpline, assesses need and provides information, referral, and/or triage as appropriate.
• Provides screenings for rental assistance.
• Explains the various Catholic Charities programs and provides access to services throughout the Archdiocese (NYC, the Bronx, Staten Island, and the Hudson Valley) and elsewhere as relevant.
• Develops knowledge of the eligibility criteria unserious CCCS programs, liaises with department supervisors to maintain accurate information and ensures proper triage.
• Provides timely and accurate referrals to external providers as appropriate.
• Coordinates services with various internal CCCS departments, including Preserving Housing: provides crisis intervention and access to services for clients facing eviction. Provides front desk coverage and reception and provides case assistance on a limited basis.
• Administrative:
• Enters callers, walk-ins, and case management cases into a data management system.
• Supports the Case Management Department with administrative duties as needed.
• Completes other assignments as directed by the supervisor.
• Other duties may be assigned.

QUALIFICATIONS:

• High school diploma with 2 years’ call center experience, customer service or social services.
• Bilingual, English Spanish required.
• Knowledge of phone-based service delivery, social services systems, and local resources.
• Customer service skills
• Enthusiasm for working with people and excellent interpersonal skills.
• Awareness of challenges low-income individuals face and ability to offer compassionate,
• patient, and professional response.
• Ability to multi-task and complete assignments that often occur in a fast paced and stressful environment.
• Computer and technology proficient; WIFI access and an ability to successfully navigate remote technology (If needed).
• Excellent organizational, time-management and communication skills.
• The ability to work well independently and as part of a team.

• Answering the CCCS Helpline:
• Answers incoming calls to the CCCS Helpline, assesses need and provides information, referral, and/or triage as appropriate.
• Provides screenings for rental assistance.
• Explains the various Catholic Charities programs and provides access to services throughout the Archdiocese (NYC, the Bronx, Staten Island, and the Hudson Valley) and elsewhere as relevant.
• Develops knowledge of the eligibility criteria unserious CCCS programs, liaises with department supervisors to maintain accurate information and ensures proper triage.
• Provides timely and accurate referrals to external providers as appropriate.
• Coordinates services with various internal CCCS departments, including Preserving Housing: provides crisis intervention and access to services for clients facing eviction. Provides front desk coverage and reception and provides case assistance on a limited basis.
• Administrative:
• Enters callers, walk-ins, and case management cases into a data management system.
• Supports the Case Management Department with administrative duties as needed.
• Completes other assignments as directed by the supervisor.
• Other duties may be assigned