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Client Services Specialist-Coordinated Entry
Community Action’s Housing Stability program is a client-centered, team-based approach to providing homeless families and individuals or those at risk of homelessness with appropriate services and housing assistance. By assessing each client’s unique situation in a personable one-on-one way, the team is able to refer clients to programs and services that best meet their needs. The Coordinated Entry program is the first stop for all housing related matters whether the need is a shelter stay or financial assistance for a security deposit. When we don’t have the resource or answer in house, we seek out our network of service providers to find the best solution for each situation.
The Client Services Specialist works as part of a team to support individuals and families seeking services at CAPSC with a specific focus on housing stability programs. This position is responsible for intake, eligibility determination, outreach, referral, and case management of clients. This position is also responsible for data entry, reporting, maintaining accurate records, and maintaining budgets and financial resources.
Education and experience: Associate’s Degree and a minimum of three years’ experience working with homeless, housing or similar programming. Must be computer proficient and familiarity with New Hampshire HMIS data entry systems is desirable. Individual needs good empathy skills as well as good verbal and written skills.
Duties and responsibilities:
• Become an expert in all CAPSC client service programs in order to successfully process applications, determine eligibility, and make referrals for services in housing, energy, and outreach.
• Answer the telephone 3-4 days a week as the Coordinated Entry contact, providing accurate and reliable information, making referrals as appropriate, and following up as required.
• Manage a case load of clients enrolled in housing stability programs including residential services, homeless outreach, and rapid rehousing.
• Identify clients who are unsheltered homeless through direct street outreach activities and through reports/referrals from shelters, police, churches, town welfare officers, human service providers and others.
• Meet directly with clients to collect information; determine eligibility for programs; verify and document information.
• Establish and maintain positive, productive working relationships with mental health agencies, town welfare offices, police departments, local shelters, businesses and other providers of services and resources to the homeless to discuss case and service needs as appropriate.
• Perform a variety of counseling, referral, placement services for those seeking shelter.
• Assist clients with housing search.
• Assist homeless with obtaining transportation to shelter or services.
• Counsels individuals in such areas as personal and family management, housing, schooling, employment, and skill development.
• Maintain data and prepare reports of services as required.
• Perform financial duties to ensure program compliance.
• Travel to and participate in meetings and trainings as appropriate.
• Respond as appropriate to emergency situations and complaints.
• Meet weekly with housing team to check on client status, brainstorm, and provide improvements to the program.
• Other activities as needed to insure the success of the program.
Certificates and licenses: Valid driver’s license and insured vehicle (100/300 minimum coverage) for use on the job or acceptable alternative, driving record check, criminal record check, randomized drug screening. Head Start, Early Head Start, Childcare, and Home Visiting Programs are also subject to the following: Head Start and child care licensing requires a criminal record check and finger printing to be completed prior to employment. An initial physical examination record, including a TB screening must be obtained within 60 days of hire, updated every three years and kept on file with Human Resources. If a TB screening indicates high risk, results of a TB test must be kept on file including any treatment received. An initial driving record check will be conducted. License information will also be submitted to the agency’s automobile insurance carrier.
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