Client Response Associate

Description

Status:   Full-Time

Pay: $23 per hour

Location: Ken Lee

Schedule: Monday to Fridays - 8:30 a.m. - 5:30 p.m. 

SBCS has been committed to supporting the well-being and prosperity of San Diego children, youth, and families for over 50 years. SBCS’ services and support – based on the strengths of local communities – assist those throughout the region to reach their fullest potential. With a budget of nearly $61 million, the support of over 1,200 community volunteers, and a staff of 400 dedicated professionals working in schools, police departments, family resource centers, and affordable housing locations, SBCS is truly transforming the community. Through comprehensive and coordinated initiatives focused on the areas of child well-being, youth development, family wellness, and community engagement, SBCS responds to the needs of the community with a strengths-based approach, serving more than 50,000 clients each year. For more information, please visit: www.sbcssandiego.org   

RESPONSIBILITIES:

Under the direct supervision of the Family Stabilization Program Coordinator and Program Director, the Client Response Associate is responsible for answering the client response phone line and providing resources to callers and walk-ins needing assistance with resources/referrals for housing, counseling, public assistance benefits, domestic violence services, utility assistance, etc. The Client Response Associate will ensure all callers or walk-in clients are attended to courteously and promptly. 

DUTIES:

• Answer phone calls and return messages from community members in need of resources.
• Greet and assist walk-in clients with appropriate resources.
• Document all contacts in the Efforts to Outcomes database (ETO)
• Maintain database listings of up-to-date community resources.
• Assist in training Client Response back-up staff.
• Demonstrate knowledge of SBCS programs and the referral processes for these programs
• Link clients to appropriate internal/external resources
• Provide assistance with applications and referrals to community programs.
• Successfully operate a variety of standard office machinery and equipment, including computer, phone, fax, shredder and photocopiers.
• Attend all agency required meetings and trainings. 
• Other duties as assigned by program coordinator and program director. 

Requirements

• High school diploma required. 
• Bilingual English and Spanish required. 
• Excellent customer service via telephone and direct contact with clients. 
• Ability to maintain large volume of calls.  
• Strong communication and written skills. Type 40 wpm. 
• Ability to multi-task. Knowledge of office machines. 
• Computer skills (Word and Excel preferred). 
• Able to use sound judgment in decision making and ability to follow directions. 
• Crisis intervention and ability to de-escalate situations. 
• Able to work with the homeless population.
• Ability to work with a diverse population, possess cultural sensitivity, and maintain appropriate boundaries with clients. 

Conditions of Employment

• Employment may be conditioned upon satisfactory completion of certain background clearances which may include a Department of Justice criminal background check requiring my fingerprints (Live Scan), screening through the National Sex Offender Public Website, drug test, tuberculosis (TB) test, and such additional clearances as may be required under the program. (For language including THC – see below)
• Candidate is required to have reliable transportation; therefore, the candidate must successfully complete a motor history check. Candidate must also possess and maintain a current valid California driver’s license and valid auto insurance policy.

PHYSICAL DEMANDS:

• Mentally and emotionally: Ability to work under deadlines, various projects and dealing with clients in crisis and difficult situations.
• Must be able to remain in a stationary position during shift. 
• Moves throughout the building. 
• Moves, raises, or lowers (includes upward pulling) an object or equipment up to 50 lbs. 
• Transports an object, from 20 to 50 lbs. across the facility, for various needs.
• Ability to exert force upon an object so that the object moves away from the force. 
• Ability to exert force upon an object so that the object moves toward the force (includes jerking) 
• Ascending or descending stairs and ladders when applicable. Body agility is emphasized. 
• Balancing: Maintaining body equilibrium to prevent falling when ascending, descending, traversing.  
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