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Housing Counseling and Referral Specialist

2 months ago

Framingham, Massachusetts, United States South Middlesex Opportu Full time
Job Overview

POSITION SUMMARY

The role involves managing the HCEC hotline, handling voicemail communications, evaluating client requirements, and delivering both brief and comprehensive housing guidance. Responsibilities also include directing clients to suitable HCEC and/or SMOC programs, as well as performing clerical duties such as data entry, customer service, and various administrative tasks as assigned. The position may require providing support at the HCEC Front Desk when necessary.

BENEFITS OF WORKING WITH SOUTH MIDDLESEX OPPORTUNITIES

  • Flexible scheduling options promoting work/life balance with a standard 35-hour work week.
  • Generous Paid Time Off: Full-time employees can earn up to 3 weeks of vacation, 2 weeks of sick leave, and are entitled to 12 paid holidays in their first year.
  • Employer-sponsored Life Insurance & AD&D, along with Long-Term Disability coverage after 6 months of employment.
  • Two comprehensive medical plans with HRA cost-sharing, covering 79% of premiums.
  • Dental coverage with orthodontic benefits, with 75% of premiums covered by the employer.
  • Vision insurance through EyeMed.
  • 403(B) Retirement Plan with immediate company matching.
  • Additional voluntary benefits including Term and Whole Life Insurance, Accident Insurance, Critical Illness coverage, and Short-Term Disability options.
  • Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement, and more.

KEY RESPONSIBILITIES

  • Oversee the influx of calls and voicemail messages from the HCEC hotline, which includes listening to calls, transcribing messages, returning calls, and distributing messages to the appropriate team members.
  • Address phone and email inquiries, directing clients from the HCEC hotline and email to the correct services or agencies.
  • Conduct initial assessments with clients to provide Information & Referral (I&R), facilitate brief counseling sessions, and make referrals based on their housing needs and situations.
  • Offer initial information and referrals for community resources such as childcare, education, job training, fuel assistance, behavioral health, food, transportation, legal advice, medical care, and counseling services.
  • Assist clients with applications through the electronic portal for RAFT benefits, ensuring compliance with regulations.
  • Maintain accurate records by entering all necessary data into the Hotline call log and ensuring proper documentation of inquiries.
  • Engage with clients to understand and address their needs, both within and outside the scope of the role.
  • Participate in team meetings and communicate effectively with clients and staff across different departments.
  • Uphold confidentiality of client, employee, and agency information in accordance with legal and funding requirements.
  • Ensure adherence to program, agency, and funder requirements, as well as SMOC policies and procedures.
  • Perform other duties as assigned.

QUALIFICATIONS AND SKILLS

  • Minimum of 1 year of experience in reception, administration, or human services.
  • Familiarity with or a strong interest in community-based resources.
  • Proficient in Microsoft Word, Excel, and Outlook.
  • Excellent customer service skills and telephone etiquette.
  • Professional demeanor and courteous communication style.
  • Trilingual abilities (Portuguese, Spanish, and English) are a plus.

ORGANIZATIONAL STRUCTURE

  • Reports directly to the HCEC Intake Supervisor.
  • Indirect reporting to the RAFT Assessment Manager and HCEC Director.
  • No direct reports.
  • No indirect reports.

PHYSICAL DEMANDS

  • Ability to sit for extended periods.
  • Capability to operate a computer and complete extensive paperwork.

WORK ENVIRONMENT

This position involves direct or incidental contact with clients served by SMOC across various programs funded or administered through the Executive Office of Health and Human Services. The role is partially remote, requiring a successful background check.

SMOC is an equal opportunity employer committed to workplace diversity.


Flexible Day Hours, Monday - Friday
35 Hours per week