Social Services Helpline Specialist

4 weeks ago

New York, New York, United States Metropolitan Council on Jewish Poverty Full time
Job Summary

The Social Services Helpline Specialist is responsible for receiving and responding to incoming calls on the Met Council Helpline, including calls to the Russian language helpline. This role requires accurate and appropriate assessment of callers for internal agency programs and provision of referrals to other social service agencies.

Key Responsibilities
  • Respond to high-volume phone calls and voicemails on the Met Council Helpline within 24 business hours.
  • Provide current and accurate information and referrals through professional transfers of calls to external agencies.
  • Explain Met Council services and programs available, as well as eligibility criteria for enrollment in services.
  • Complete initial comprehensive phone assessments for caller eligibility of services and programs.
  • Enter caller information into electronic tracking databases for accurate recording and documentation.
  • Assist in preparing statistical reports on department activities and periodic reports on government contracts and private grants.
  • Participate in regularly scheduled supervision, team meetings, and general crisis staff meetings.
Requirements
  • Excellent computer literacy and word processing skills, including experience with Microsoft Word and Excel.
  • Ability to work effectively in a pressured environment serving individuals under stress.
  • Experience and knowledge in utilizing comprehensive assessments to assess the needs of callers.
  • Requires on-going knowledge of local and national resources, including but not limited to Social Security, Medicare, Medicaid, and other HRA benefits.
  • Strong interpersonal skills to assess and build relationships with individuals.
  • Attention to detail and client ethics and integrity focused approach to interventions.
  • Ability to adapt to changes and flexibility in schedule.
  • Ability to work independently as well as in a team.
  • Strong organizational skills and the capability to multi-task.
Education and Experience
  • Human Services Associate's degree with social service experience (required), BSW degree (preferred).
  • 2+ years of clerical/administrative work experience (preferred).
  • Prior work experience in a non-profit environment (preferred).
  • Bi-lingual Russian-English (required).

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