Emergency Financial Assistant

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Salary Range: $19.00 To $21.00 Hourly

Overview

Catholic Charities of Buffalo is seeking a full-time Emergency Financial Assistant (EFA), located at our 525 Washington Avenue location. The EFA has a primary duty of responding to the emergency needs of individuals or families who seek various types of assistance, including rental, utility assistance, access to food, clothing, healthcare, and additional barriers. The EFA will conduct assessments for clients who contact emergency assistance in person, by phone, or through email. Responsibilities may include a blend of direct case management, outreach and referral, and advocacy to address a variety of social care needs that range from financial and economic stability and connectedness to mental wellness. The EFA will work with all Catholic Charities programs and community partners to ensure that our clients have access to services that remove barriers and fulfill their basic needs.

Catholic Charities is a non‑profit human services agency that strives to empower individuals, children, and families across the eight counties of Western New York. For more than 100 years, Catholic Charities of Buffalo has provided HOPE to individuals and families of all faiths, backgrounds, and circumstances.

As the most comprehensive provider of human services in Western New York, Catholic Charities delivers wide-ranging programs to address systemic poverty, sudden financial crisis, hunger, behavioral health, workforce readiness, family stability, legal immigration and resettlement, and help for older adults. As a trauma‑informed agency, we strive to support the total well‑being of clients and employees.

Catholic Charities prioritizes wellness and diversity through various committees such as: CARE (Compassion, Acceptance, Respect for Everyone) Committee to create an inclusive environment where every individual feels seen, heard, and valued; Trauma‑Informed Care (TIC) Committee to lead agency efforts in creating and maintaining a trauma‑informed workplace; Wellbeing Committee to empower staff to reach their full potential through personal wellness and community support; and the Safety Committee to maintain a physically and psychologically safe and welcoming environment for all.

Job Responsibilities

Provide professional and compassionate case management by accurately assessing client needs, engaging in problem‑solving conversations, supporting self‑resolution when possible, and offering immediate assistance or referrals when needed (by phone, email, or in person).

Document all client interactions in WNYICC or the Case Management system, tracking each contact by geographic area and presenting need.

Provide empathetic, culturally respectful screenings for social determinants of health, whether by phone, virtually, or in person.

Process daily screens and referral intakes, including client calls, documentation, and insurance or eligibility verification.

Receive, prioritize, and triage screenings and referrals that require connection to community‑based services.

Manage incoming referrals to ensure timely and successful linkages between clients and appropriate service providers.

Document progress, actions taken, and all referral activity in the WNY Integrated Care IT platform as required.

Maintain clear and supportive communication with clients and referral partners to ensure referrals are accepted, completed, or redirected when necessary.

Handle client questions and concerns with excellent customer service, empathy, and patience.

Participate in the WNY Integrated Care Screening/Navigation Workgroup.

Provide excellent customer service across all interactions-phone, in person, and email.

Use WNY Integrated Care social care technology and transportation platforms to support client needs.

Seek opportunities to simplify and enhance the client experience.

Follow all policies and procedures related to HIPAA and federal/state/local regulations, including Fraud, Waste, and Abuse requirements.

Verify identity and eligibility to work in the United States as required by federal law.

Maintain and continually update a comprehensive list of community resources and service providers related to basic needs in Cattaraugus and Allegany Counties.

Participate in local coalitions and contribute to collaborative community efforts.

Develop strong working knowledge of FEMA, TANF, SNAP, HEAP, SSI/SSD, and other benefit programs to screen and enroll clients at any location.

Assist with general office operations, including answering and returning calls, copying, faxing, preparing documents, supporting staff and building safety, billing, data entry, case management, and other du