Coordinated Care Services, Inc. (CCSI)

Bilingual

• Has first priority to answer DV/Homeless calls in the queue
• Role models all skills to ensure appropriate service to callers and clients
• Works with shelters to complete placements including transportation and any other details
• Understands policies about shelter placements, understands the organizational policies related to shelter and safety
• Works with call center staff to ensure that homeless/domestic violence policies and procedures are followed
• Reviews iCarol homeless and DV forms to ensure consistency and completeness
• Ensures follow-up calls are completed
• Thoroughly and accurately complete statistics sheet on each call.
• Completes homeless forms, protective services forms, suicide forms, regular caller forms etc. when required.
• Keeps updated by reading the communication log and other data available.
• Communicates problems to supervisors when necessary, including emergencies
• Abides by all hotline policies and procedures, uses Language Line as needed, has good communication skills, shows empathy to all callers/clients
• Ensures that calls are directed appropriately according to agency protocols
• Helps to train CCSI staff, interns and volunteers on homeless and domestic violence callers
• Provides short-term crisis intervention counseling, assessment services, information, and referral to callers in a non-judgmental manner
• Provides referrals and completes all paperwork including intake forms and statistics forms
• Assists with training of new staff and volunteers as directed
• Maintains confidentiality of callers and agency
• Provide counseling, information and referrals to callers.
• Attend in-services and meetings as scheduled
• Does not leave the phones unattended under any circumstances (leaving the building).
• Maintains workstation.
• Works holidays as needed and assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel
• Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
• Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI.

Bilingual Homeless/Domestic Violence Specialist