Emergency Assistance (EA) Intake Coordinator (various locations throughout the Commonwealth)
Massachusetts Trial Court
Boston, MA
Permanent
Full-time
2 months ago
Executive Office of Housing and Livable Communities (EOHLC) is seeking Emergency Assistance (EA) Intake Coordinators for the Division of Housing Stabilization!AGENCY MISSION:The Executive Office of Housing and Livable Communities (EOHLC) is charged with creating more homes in Massachusetts and lowering housing costs for residents.Formerly known as the Department of Housing and Community Development (DHCD), EOHLC works with municipalities, local housing authorities, non-profit organizations, and development partners to provide affordable housing options, financial assistance, and other support to Massachusetts communities.OVERVIEW OF ROLE:Under the supervision of a Regional EA Intake Coordinator Supervisor (BERS D), the EA Intake Coordinator is responsible for assisting families experiencing imminent homelessness by explaining the programs and benefits available to these families and by gathering relevant information and submitting required documentation for use by other EA staff in determining eligibility for programs and benefits (including diversion and/or shelter services.) Responsibilities include: answering incoming phone calls from applicants seeking EA benefits (including shelter placement and/or rental assistance funding) using EOHLC’s contact center technology system (Five9); obtaining and verifying client information either in-person or via electronic means; entering and documenting the transaction via a case management intake form; responding to general inquiries about paperwork and case statuses; and performing related duties in accordance with Division policy and the applicable Collective Bargaining Agreement as required.DUTIES AND RESPONSIBILITIES (NOT ALL INCLUSIVE):1) Customer Service:· Maintain a high level of professional customer service in communication with applicants, colleagues and leadership.· Respond to client requests for information in a compassionate and professional manner.· Recognize and follow call flows utilizing approved scripts.· Demonstrate a thorough knowledge of Field Operation processes and maintain compliance with all EA guidelines.2) Data & Documentation:· Answer incoming phone calls from applicants seeking EA benefits and services using EOHLC’s contact center technology system (Five9) and document the transaction via a case management intake form.· Ensure proper documentation and notification of calls, and escalation when necessary.· Conduct in-person and telephonic screening and review of required documentation submitted by families for use in determining EA eligibility by other EA staff.· Enter, organize and maintain applicant/client records in a manner that ensures ready availability and quick access to case information in electronic databases.3) Confidentiality & Safety:· Protect the privacy of applicant families while using multiple data sources and systems.· Handle escalated situations if necessary and clearly communicate to leadership any issues to ensure prompt research and resolution.· Notify leadership of any suspected cases of child, elder and/or spousal abuse for referral to the appropriate authorities.4) Examples of Other Duties:· Completes special projects in accordance with Secretariat policy and established work expectations.· This position will require in-state travel and incumbents may float to other area offices as assigned.PREFERRED QUALIFICATIONS:1. Ability to exercise sound judgment, including the exercise of discretion in handling confidential information.2. Ability to demonstrate problem solving skills.3. Demonstrated ability to use personal computer (PC) based systems.4. Ability to assess and prioritize tasks.5. Demonstrated experience in a call center and/or phone-based customer service6. Bilingual candidate preferred (ability to read, write and speak standard Spanish, Haitian Creole, and/or Cape Verdean).COMMENTS:Please upload resume and cover letter.This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days, as needed. Positions available at various locations throughout the Commonwealth.Salary placement is determined by years of experience and education directly related to the position and the Human Resources Division’s Recruiting Guidelines. In the case of a promotional opportunity, the salary provisions of the applicable collective bargaining agreement will apply to placement within the appropriate salary range.Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.PRE-OFFER PROCESS:A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Housing and Livable Communities prior to the candidate being hired.QualificationsFirst consideration will be given to those applicants that apply within the first 14 days.MINIMUM ENTRANCE REQUIREMENTS: At least two years of full-time, or equivalent part-time, professional or paraprofessional experience in social work or social casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling.SUBSTITUTIONS:- A Bachelor's or higher degree may be substituted for the required experience on the basis of two years of education for one year of experience.- One year of education equals 30 semester hours. Education toward a degree will be prorated on the basis of the proportion of the requirements actually completed.LICENSES: Based on assignment, travel may be required. Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Class D Motor Vehicle Operator's license or the equivalent from another state.Comprehensive BenefitsWhen you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.Want the specifics?An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
