Description & Requirements
Essential Duties and Responsibilities:
- Cultivate and nurture professional relationships with customers, continuously monitoring their engagement and progress within the program.
- Regularly collaborate with customers to set and accomplish program goals, ensuring ongoing eligibility and program service maintenance.
- Demonstrate extensive program knowledge, guiding customers through various stages of the application process, from enrollment to benefit and service allocation.
- Assist customers in accessing essential services aligned with program objectives, including educational or vocational training, medical care, childcare, transportation, mental health resources, legal assistance, and other pertinent needs.
- Conduct follow-ups with customers to address needs, resolve concerns, and ensure their requirements are met satisfactorily.
- Collaborate with team members to provide expertise and support in resolving participant issues effectively.
- Maintain accurate and timely case documentation for all customer interactions, ensuring comprehensive records of activities.
- Share updates regarding outreach and engagement initiatives with project staff, facilitating effective communication.
- Identify and communicate barriers hindering customer engagement with the Provider, informing project staff promptly.
- Perform additional duties as directed by leadership to support program objectives.
- Perform timely and accurate data entry into software programs and create, analyze and maintain programmatic reports.
- Process Supportive Services Requests
- Partner with Case Management staff
- Communicate with project staff and departments at multiple sites
- May make outbound calls and receive inbound calls, respond to phone calls and voicemail, fax documents routinely throughout the day.
- Prepare weekly internal reports.
- Attend meetings and take minutes.
- Type/generate letters and other documents, as necessary.
- Maintain records management, filing, retention, and/or labeling.
- Assist Director, Sr. Manager, and Managers with special projects and tasks on an as needed basis.
- Assist internal and external customers in problem resolution, as needed.
- Maintain confidentiality and security of all relevant information.
- Compose and distribute department wide emails and correspondence.
- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
- Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
- Minimum 5 Mpbs upload speeds