Job Title: Client Triage Advocate
Reports to: Program Director
Classification: Temporary (With potential for permanent) Full time – Non-Exempt (Hourly)
Salary/hourly rate: $19.00 – $23.00
ABOUT PEOPLE HELPING PEOPLE
For over 30 years, People Helping People (PHP) has served as the primary provider of human and social services in mid-Santa Barbara County. Incorporated in 1992, “PHP is dedicated to improving lives of all adults and children in the Santa Ynez Valley, Los Alamos Valley and adjacent communities by addressing emergency and basic needs, furnishing comprehensive, integrated family and support services, and acting as a catalyst for positive community change.”
PHP has grown from a single program, food, and emergency services into a unique multi-program organization that has developed a comprehensive care system. Services for infants, children, and adults are integrated into a “one-stop” shop with multiple access points (Family Resource Centers) located throughout the Santa Ynez and Los Alamos Valleys at neighborhood schools, our primary service agency in Solvang, and a thrift store, Thriftology.
In the last year, we have significantly expanded our Mental Health & Wellness program by opening a wellness suite at our headquarters offering counseling services during after-school hours and weekends. We also expanded our staff by hiring three additional therapists and enhanced our Marriage Family Therapist training program with stipends. Our Family Resource Centers also operate beyond the school year and provide services through the summer months on each school site, allowing for partnerships to combat food insecurity amongst school children.
Primary Responsibilities
Under the direction and supervision of the Program Director, the Client Triage Advocate is responsible for ensuring that the service center is welcoming, tidy and fully stocked with necessary supplies and materials. As the main point of contact for the Santa Ynez Valley People Helping People Service Center, the CTA must have a friendly, cheerful and upbeat attitude in person and on the phone. In addition must be skilled a skilled, flexible, critical thinker and creative problem solver. The CTA provides concreate/light touch case management services to adults, children and families who require assistance navigating referrals and mainstream benefits, if more intensive case management is required, the CTA provides appropriate referrals and warm handoffs internally and externally.
The CTA plays a pivotal role in ensuring a welcoming environment and providing support to clients in need. They have a unique opportunity to make a positive impact on clients’ lives by connecting them with the resources and services they require.
Key Areas of Responsibility/Essential Duties
- Answering and directing incoming phone calls to the appropriate staff member.
- Greeting and assisting visitors.
- Managing appointments.
- Maintaining the reception area, ensuring it is clean, organized, and stocked with necessary supplies.
- Providing excellent customer service by addressing inquiries and concerns in a professional and timely manner.
- Conducting initial client intake interviews to gather information about their needs and concerns.
- Enter data in multiple areas; Vertical Change, Bloomerang, SalesForce, HMIS, etc (list is not exhaustive as contracts, grants and software changes).
- Assessing and determining the appropriate action or referral for each client.
- Advocating for clients and connecting them to resources and support services.
- Participating in professional development and staying updated on relevant laws, regulations and best practices.
- Maintaining confidentiality and handling sensitive information with professionalism and discretion.
- Collaborating with other departments and staff to ensure smooth office operations and client customer service.
- Determines clients’ requirements by completing intake interviews; determining needs.
- As needed, assist clients in accessing, enrolling, applying and troubleshooting mainstream benefits.
- Attend and participate in direct care staff meetings.
- Assist Emergency Services Coordinator in planning, preparation and execution of key signature events/services such as Fulfill-A-Wish, Holiday Food Drives, Back To School Program, Feed The Valley Food Delivery, Canned Food Drives (this is not an exhaustive list as events and partnerships change).
- Assist in promoting upcoming community events available to clients and assist in navigating “registering/applying” events.
- Other duties as assigned.
Qualifications:
- Excellent written and oral communication skills
- Bilingual proficiency (English and Spanish) to effectively communicate with clients who may have limited English proficiency.
- Ability to manage a high volume of phone calls and inquiries
- Excellent communication and interpersonal skills to effectively interact with clients, colleagues , and other professionals.
- Knowledge of social service resources and support systems to connect clients with appropriate services.
- Excellent organizational and time management skills to efficiently handle multiple cases and tasks.
- Empathy and compassion to support and advocate for clients going through challenging situations.
- Attention to detail to accurately document and maintain client records.
- Ability to maintain confidentiality and handle sensitive information with professionalism.
- Familiarity with relevant software and systems for data entry, recordkeeping, and appointment scheduling.
- Knowledge of cultural sensitivity and understanding of diverse populations.
- Ability to work independently and collaboratively as part of a team.
Work Environment and Physical Requirements
The majority of work is in a standard office setting. Special events, meetings and outreach will be outside of the office setting. The Program Director must be able to traverse uneven surfaces, ascend stairs, occasionally transport up to 20 pounds, twist, bend, remain stationary for extended periods of time, communicate on the telephone, operate a computer and other office equipment.
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