Client Needs Specialist

THE SALVATION ARMY

North and Central Illinois Division

JOB DESCRIPTION

JOB TITLE: Client Needs Specialist

LOCATION/DEPT: Kankakee

REPORTS TO: Director of Social Ministries

PEOPLE MANAGER: No

FLSA CATEGORY: Non-Exempt, Full Time

PAY GRADE: 202

PAY RATE: $16.30-$19.56 Hourly

WHO WE ARE

At The Salvation Army, we are dedicated to "Doing the Most Good". We are made up of thousands of officers, soldiers, staff, volunteers, donors, and partners working together to holistically meet the physical, emotional, and spiritual needs of our most vulnerable neighbors. We do this through programs designed to combat homelessness and hunger, provide safe spaces for youth after school and on the weekends, achieve and maintain sobriety, and give hope to the hopeless. The Salvation Army North and Central Illinois Division provides these services to people in need.

JOB SUMMARY

The Client Needs Specialist role is responsible for answering the telephone, providing assistance to people in a warm and professional manner, and performing clerical duties for the Director. Conduct screening interviews with potential applicants in accordance with EA & ETH Emergency Transitional Housing eligibility definitions and provide clients with intake application packets to be completed for specific programs. Conduct regular outreach to identified community partners or social services sites to identify eligible applicants and refer them to the ETH Case Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides clerical support to the Director
• Assist with receiving visitors. Conduct screenings with all calls & clients that enter the Kankakee location to determine ETH qualifications.
• Answer telephone calls and direct calls to the appropriate staff/departments.




• Conduct client intakes and assess the level of need; completing all appropriate assessments and paperwork and gathering documentation per the requirements laid out by IDHS program guidelines.




• Check the voicemail, distribute messages or return calls as needed.
• Provide appropriate referrals for individuals not eligible for Emergency Assistance services. Refer ETH clients to the ETH/POH Case Manager.
• Refer Clients to the Emotional Spiritual Care staff for spiritual enrichment upon request.

• Initiates and coordinates the application process for the Seasonal Assistance programs as needed.
• Sign in clients to the Food Pantry and make copies of client's ID and all required documents. Prepare hygiene and food packages for clients.
• Enter all intakes for Food Pantry & ETH into SIMS Enter monthly client information into SIMS pertaining to Emergency Assistance EA Services reporting in compliance with SIMS policies and procedures to support National and Territorial program outcomes.




• Submit monthly statistics as required for The Salvation Army and other grants received.




• Schedules for initial appointments for new ETH clients with ETH POH Case Manager
• Meet with their Director of Social Ministries on a regular basis, at least monthly for individual consultation and supervision to assist with the management of the Emergency Service Provider/ETH/POH




• Attend staff meetings and community events as needed




• Provide support for case management staff in maintaining accurate client intake & initial referrals for case files, including intake, identity documentation, & follow-up letters
• Perform all other duties as related to the Emergency Assistance Program as assigned by the Kankakee Director of Social Ministries.
• Maintain positive work atmosphere through appropriate conflict management, courteous demeanor, and professional and appropriate communication practices.

Administrative Expectations

• Successfully satisfy the training requirements associated to the position and as required by The Salvation Army.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

Education:

High School Diploma, associate's degree or applicable experience in social service or human service-related field preferred. Significant experience will be considered in lieu of.

Experience:

A minimum of three to five years' knowledge and administrative work experience related to Social Services and supporting others through Case Management is preferred. Familiarity with local resources, Continuum of Care and homeless service providers.

Skills/Abilities

• Excellent written and verbal communication skills, including experience or capacity to demonstrate positive interpersonal skills and work as a cooperative team member.
• Close attention to detail and a high level of confidentiality
• Ability to multi-task several projects concurrently
• Must have an interest and ability to work with people of diverse racial, ethnic, and socio-economic backgrounds in a sensitive and culturally appropriate manner.
• Ability to establish and implement policies and procedures.
• Demonstrated awareness of budget resources and cost control, as well as planning and administering budgets.
• Proficiency in computer software applications, including demonstrated experience in using email, MS Office applications.

JOB LIMITATIONS

• This individual will only commit resources of The Salvation Army that have been allocated or approved.
• This individual will adhere to all policies and procedures in carrying out the responsibilities of this position. The individual will keep the designated Supervisor informed of all critical issues relating to their area of responsibility.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• This Position is required to do basic business and office work. To successfully perform the essential functions of this position, the individual is regularly required to talk and listen, stand, walk, sit, and use hands. Individuals must be able to regularly lift to 30 pounds and occasionally lift up to fifty pounds. The use of Office and Computer Equipment is necessary. Vision abilities will require close vision. Work may be performed indoors and occasionally requires outdoors to attend meetings. There is a low to moderate noise level for this position.
• To successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment including a PC and potentially make public presentations/interactions.
• The work environment for this position includes an office environment with a low to moderate noise level.
• This individual must be able to travel to meet the needs of the position. A valid MVR is required.

REPORTING RELATIONSHIPS

• This position reports to the Director of Social Ministries.
• In context related to this position's duties, this individual will interact with a wide range of contacts both internal and external. In these contacts he/she will act as a representative of The Salvation Army and its mission.

COMPETENCIES

• Maintain a positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers and supervisors.
• Resolve conflicts in a positive manner.
• Treat staff, clients, and visitors with courtesy.
• Respect others' property and people.
• Use professional and appropriate communication to and about co-workers, supervisors and subordinates.
• Support the Mission of The Salvation Army by treating every donor, contact and colleague with respect and dignity, and without discrimination of any kind.

PERFORMANCE MEASURES

• This individual will be evaluated on how effectively the outcomes of this position are achieved. Timeliness and accuracy of accomplishing assigned goals will be reviewed. An evaluation of how effective service is provided. Performance will also be determined by outcome information provided during weekly staff meetings and monthly reports.

POSITION LIMITATIONS

• This individual will adhere to all policies and procedures in carrying out the responsibilities of this position.