Lead HPCC Inform and Ref Spec Job at Catholic Charities of the Archdiocese of Chicago
Catholic Charities of the Archdiocese of Chicago Chicago, IL 60622
Essential Functions of the position are detailed below, and include any physical requirements below that.
1. Responsible for reducing call center wait time by assisting callers with their financial or non-financial request. Provides superior customer service to callers and guidance to Call Specialists at all times, in accordance with program's policies, standards and service levels.
2. Assists supervisors with quality assurance, training for Homeless Prevention Call Center staff and operational and administrative tasks. Ensures all training materials are updated and provided to new and current staff. Assists with monitoring the telephone queue and notifies department management on updates.
3. Completes call back and processing of assessments and enter data in Homeless Management Information System.
4. Reviews State Homeless Prevention referrals for accuracy and submits Emergency Funds referrals by email to agencies.
5. Completes timely and accurate entry and exit reports and update reports as needed. Provides coaching to staff regarding errors in data.
6.Regularly updates referral database system with appropriate number of referral spaces/funds/status so that caller is referred in a timely manner. Ensures referral database is up to date.
7. Provides assessment and referral guidance for Call Specialists requesting consultation on a call. Provides coaching to new staff or other staff needing remedial attention on call handling and documentation issues including duplicate records.
8. Contacts HPCC partners to ensure all quality assurance aspects are completed in a timely and accurate manner.
9. Completes and submits assessments for special cases received by HPCC partners.
10. Works on special projects as assigned
PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.
X Kneel and move from sitting, bending, kneeling or standing multiple times a day.
X Push and pull objects up to 25 pounds
X Climb up and down up to 4 flights of stairs at a time.
X Lift up to 25 pounds.
Additional Requirements:
Other Requirements Comply with program and/or Agency requirements related to (check all that apply).
X Background check, including any program specific requirements.
Physical examination
TB Testing
Drug Testing
X Driver's License and reliable transportation
Agency-specified automobile insurance
Additional Requirements:
Immediate Supervisor: Call Center Supervisor
Directly Supervises: N/A
Indirectly Supervises: Call Specialists
Education and Experience Requirements:
Relevant Education:
Preferred: Bachelor's Degree in related field
Minimum: Bachelor's Degree in related field
Relevant Experience:
Preferred: 1 year HPCC, Bilingual English and Spanish
Minimum: 2 Years customer service,nonprofit sector and social service
Certification/Licensure:
Preferred: N/A
Minimum: AIRS training within 6 months
Education and Experience Requirements:
Relevant Education:
Preferred: Bachelor's Degree in related field
Minimum: Bachelor's Degree in related field
Relevant Experience:
Preferred: 1 year HPCC, Bilingual English and Spanish
Minimum: 2 Years customer service,nonprofit sector and social service
Certification/Licensure:
Preferred: N/A
Minimum: AIRS training within 6 months
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Please Note :
www.epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
1. Responsible for reducing call center wait time by assisting callers with their financial or non-financial request. Provides superior customer service to callers and guidance to Call Specialists at all times, in accordance with program's policies, standards and service levels.
2. Assists supervisors with quality assurance, training for Homeless Prevention Call Center staff and operational and administrative tasks. Ensures all training materials are updated and provided to new and current staff. Assists with monitoring the telephone queue and notifies department management on updates.
3. Completes call back and processing of assessments and enter data in Homeless Management Information System.
4. Reviews State Homeless Prevention referrals for accuracy and submits Emergency Funds referrals by email to agencies.
5. Completes timely and accurate entry and exit reports and update reports as needed. Provides coaching to staff regarding errors in data.
6.Regularly updates referral database system with appropriate number of referral spaces/funds/status so that caller is referred in a timely manner. Ensures referral database is up to date.
7. Provides assessment and referral guidance for Call Specialists requesting consultation on a call. Provides coaching to new staff or other staff needing remedial attention on call handling and documentation issues including duplicate records.
8. Contacts HPCC partners to ensure all quality assurance aspects are completed in a timely and accurate manner.
9. Completes and submits assessments for special cases received by HPCC partners.
10. Works on special projects as assigned
PLEASE NOTE: Essential functions include all other duties and responsibilities as assigned.
X Kneel and move from sitting, bending, kneeling or standing multiple times a day.
X Push and pull objects up to 25 pounds
X Climb up and down up to 4 flights of stairs at a time.
X Lift up to 25 pounds.
Additional Requirements:
Other Requirements Comply with program and/or Agency requirements related to (check all that apply).
X Background check, including any program specific requirements.
Physical examination
TB Testing
Drug Testing
X Driver's License and reliable transportation
Agency-specified automobile insurance
Additional Requirements:
Immediate Supervisor: Call Center Supervisor
Directly Supervises: N/A
Indirectly Supervises: Call Specialists
Education and Experience Requirements:
Relevant Education:
Preferred: Bachelor's Degree in related field
Minimum: Bachelor's Degree in related field
Relevant Experience:
Preferred: 1 year HPCC, Bilingual English and Spanish
Minimum: 2 Years customer service,nonprofit sector and social service
Certification/Licensure:
Preferred: N/A
Minimum: AIRS training within 6 months
Education and Experience Requirements:
Relevant Education:
Preferred: Bachelor's Degree in related field
Minimum: Bachelor's Degree in related field
Relevant Experience:
Preferred: 1 year HPCC, Bilingual English and Spanish
Minimum: 2 Years customer service,nonprofit sector and social service
Certification/Licensure:
Preferred: N/A
Minimum: AIRS training within 6 months
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Please Note :
www.epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.