At Heartland Family Service, we are committed to building a culture that is trauma informed and values and celebrates diversity and inclusion. We believe this allows for better service delivery and innovation, as it encourages our employees to bring various experiences and uniqueness to the workplace.
Trauma Informed Care is an approach to engaging people with histories of trauma that recognizes the presence of trauma symptoms and acknowledges the role that trauma has played in their lives. Trauma Informed Care also acknowledges the effects of working with trauma survivors on our workforce, and seeks to build collaborative and supportive working environments and relationships.
If you believe in our mission of creating healthy families and communities, and like a fast pace, collaborative and team oriented environment, then Heartland Family Service is the agency for you.
SUMMARY DESCRIPTION OF WORK
This position provides intake services to the homeless prevention program. This program provides short-term support services to individuals and families who are at imminent risk of homelessness. The Prevention Triage Specialist assists to screen applicants for eligibility as well as providing information, referrals and problem solving services to applicants. Services are provided via phone screenings and during scheduled walk-in times.
Entry level professional position. Educational requirements are specific. Decision making skills and problem solving skills are required. Position requires mostly remote work, with some in office meetings.
Work Schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m.
Essential Duties and Responsibilities
- *Demonstrates good interpersonal skills in developing rapport with clients on the phone and in person.
- *Returning incoming calls for homeless prevention services within established timelines.
- *Conduct an initial screening to determine eligibility and prioritization, including providing referral services for those who do not qualify.
- *Provides housing stability services related to meeting the housing needs of program participants and helping them to avoid any episodes of homelessness. Services may include: problem solving, crisis intervention, education on tenant rights and responsibilities, and more.
- *Demonstrate competencies related to creative problem solving, conflict resolution and mediation; ensuring that services provided are aimed at obtaining/maintaining safe housing and strengthening personal support systems.
- *Identify any critical or emergency needs and determine when intervention is necessary, including the development of a safety plan if needed.
- *Responsible for verifying and documenting the eligibility of applicants and maintaining comprehensive, accurate service records and call logs.
- *Demonstrates knowledge of current Heartland Family Service programs and resources and current community human service resources.
- *Demonstrate competency in: housing resources and community programs and how to access services;
- mainstream benefits programs, including eligibility requirements; basic landlord-tenant rights and responsibilities, as appropriate; and tenancy skills and/or supports
- *Ensure required information is collected, entered into prescribed formats, and reported in a timely manner – as outlined by federal funding and internal reporting guidelines.
- Is able to work both independently, with little supervision, and as a part of a team.
- Able to establish regularity and dependability in scheduling all appointments.
- Displays a courteous and caring attitude at all times to the clientele, volunteers, and visitors of the Agency.
- Cooperates and collaborates with program area staff, volunteers, and other Agency staff.
- Abides by all specific program and Agency procedures, policies, and requirements.
- Able to evaluate program services and make recommendations.
- Develops personal and program related skills through participation in internal and external training opportunities including printed material and audio and/or visual media.
- Is able to develop positive working relationships with clients, referral sources, service agencies, landlords, and others encountered in the course of work.
- Creates, maintains and shares as appropriate a dynamic self-care plan.
- Strives to make connections between the agency and the larger community whenever possible in order to contribute to the agency’s ongoing fundraising and friend-raising efforts.
- Performs other program related duties as assigned.
*DENOTES ESSENTIAL JOB FUNCTIONS
- High School Diploma required, Associate Degree in Human Services preferred, AND two years direct care experience in human services preferred OR equivalent combination of post-secondary education and experience
- Working knowledge of computer programs including word, excel, outlook
- Two years direct care experience in human services preferred
- Valid drivers license/acceptable driving record
- Bi-lingual is a plus
Adaptability- Demonstrates flexibility in the face of change. projects a positive demeanor and has the ability to manage multiple conflicting priorities without loss of composure.
Organization Time Management: Determines the appropriate allocation of time.
Task Management: Balances conflicting priorities in order to manage workflow, ensure the completion of essential projects, and meet critical deadlines.
Communication Skills-Understands that the most important aspect of communication is the act of listening and actively works to improve those skills. Speaks with confidence using clear, concise sentences and is easily understood. Produces well thought-out, professional correspondence to project a positive image of the business.
Customer Service- Interacts professionally with clients and associates at all times. Promptly responds to requests with accuracy and a courteous demeanor.
Team Player- Works as a competent member of the team, willingly providing back-up support for co-workers when appropriate and actively supporting group goals.
Judgment- Exhibits sound judgment and the ability to make reasonable decisions in the absence of direction. Swiftly refers problems/issues to the appropriate person(s) when necessary. Works effectively without constant and direct supervision or guidance.
Proactive/Resourceful-Demonstrates the ability to foresee problems and prevent them by taking action. Utilizes analytical skills and a broad understanding of the business to effectively interpret and anticipate needs.
AMERICANS WITH DISABILITY SPECIFICATIONS
(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
(Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).
While performing the duties of this job, the employee is not exposed to weather conditions.
The noise level in the work environment is usually moderate.
Heartland Family Service