Human Services Coordinator IV

2 weeks ago


Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Overview:

Human Services Technician IV

The Human Services Technician IV (HST IV) is responsible for delivering advanced support services for helplines dedicated to youth and family assistance.

This role involves providing essential information to clients and aiding staff in the execution of social service programs. The HST IV may also plan, delegate, and supervise the work of team members. This position operates with minimal oversight, allowing for significant initiative and independent decision-making.

The HST IV will manage responses to helpline inquiries via calls, chats, and text messages on a 24/7 basis.

Additionally, they will assist in training new volunteers to ensure proper handling and documentation of client interactions and referrals, while being available to support operations and provide coverage for staff and volunteers as necessary.

This role also includes the responsibility of identifying new local, statewide, and national resources for youth and families, as well as maintaining and updating the helpline resource database along with other assigned administrative tasks.


Key Responsibilities:

Deliver specialized crisis intervention through various communication channels, including telephone, text, and chat, while providing information and referral services to at-risk youth, parents, families, and other helpline users.

(50%)

Support the oversight of volunteers, assisting them in managing incoming communications.

Collaborate with the volunteer coordinator to ensure new volunteers effectively utilize helpline software for documenting client interactions, statistics, and referrals.

(20%)

Assist in identifying and maintaining new local, statewide, and national services for youth and families, alongside updating the helpline resource database. (20%)

Be available on-call to address staff and volunteer inquiries regarding client interactions or to provide coverage for shifts as needed.

(5%)

Perform additional duties as required to sustain helpline operations. (5%)

Required Knowledge, Skills, and Abilities:
Familiarity with resources and referrals suitable for youth and parents,
Understanding of the challenges faced by at-risk and troubled youth,
Proficiency in establishing and maintaining effective working relationships,
Competence in both verbal and written communication,
Skill in utilizing computers and helpline software,
Ability to accurately document all helpline interactions and referrals,
Capacity to effectively communicate with colleagues and management.

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