DescriptionPOSITION SUMMARY
Under the direct supervision of the Director of Community Partnerships, the Information and Referral Specialist is responsible making resource information available, and providing linkages to needed services, for low-income residents living in affordable housing that do not have an assigned Resident Services Coordinator. The ability to effectively coordinate services for residents directly impacts the organization’s mission statement in that it allows residents to maintain their housing for longer periods of time, enhances their quality of life, and provides opportunities to advance their self-sufficiency goals. Additionally, this position provides administrative support to Department leadership and will be assigned to a property to provide specific resident services outcomes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Information and Referral Services
- Act as the primary responder to the Information and Referral Hotline phone number and email address provided to residents and property management staff.
- Provide referrals and resources, as needed, to individuals that seek assistance through the Hotline.
- Provide resources and information to property management staff to assist them in responding to resident needs.
- Travel to properties to assist with community meetings, meet with residents, meet with property management staff, and conduct outreach, as needed, to provide quality services.
- Work with property staff, families, and community agencies to identify and address resident problems before they reach crisis proportions. Work with residents to resolve conflicts with neighbors.
- Develop an understanding of the needs of residents at assigned properties through needs assessments, surveys, community meetings, etc. in order to offer appropriate services and resources.
- Develop and maintain a comprehensive list of available community resources for property management staff to have on hand to share with residents.
- Market and provide information about the Hotline and the role of this position to residents and property management staff.
- Establish and maintain partnerships with relevant organizations to enhance services offerings.
- Collaborate with Volunteer Program staff to leverage individual and corporate group volunteers at assigned properties.
- Implement strategic programs and essential activities through partnerships with other community-based service providers/organizations. When other service organizations are not available, may deliver direct services.
- Collect required data for all programming offered, record data in the database (Salesforce), and submit reports in an accurate and timely manner.
- Report child, dependent adult, and elder abuse and neglect according to State law.
- Obtain appropriate releases to interact with others on behalf of the residents. Maintain confidentiality appropriately.
- Attend all staff meetings, training sessions, and other appropriate meetings and conferences, as required.
- Participate in relevant local, regional, state, and/or national organizations, as assigned.
- Actively participate in our culture of inclusivity.
Department Administrative Support
- Assist with drafting Department correspondence and formal documents for various stakeholders.
- Assist with scheduling and planning Department meetings, trainings, and events, including the coordination of meeting space, catering, and needed supplies.
- Develop and deploy spreadsheets and other documents to solicit and record information from other Department staff.
- Collect and file monthly reports, Service Agreements, MOUs, and success stories from other services staff.
- Other special projects as assigned.
QualificationsEDUCATION and/or EXPERIENCE
- 4-year college degree in social work, sociology, psychology, or related field; OR 2-4 years of experience and/or training in community development, social services or related field; OR equivalent combination of education and experience required.
- Training or experience working with diverse cultures and specific populations, depending on the property. Experience with populations such as children and families, seniors, people with developmental disabilities or chronic mental illness, HIV/AIDS may be helpful or required.
- Crisis and mental health experience preferred.
- Experience conducting community assessments, applying the principals of conflict management and/or de-escalation techniques, and organizing community groups, events, and programs preferred.
PREFERRED SKILLS and/or ABILITIES
- Knowledge of services available in Bay Area counties.
- Understanding of procedures and eligibility for federal and state entitlement programs and legal liability issues related to service coordination.
- Ability to develop effective working partnerships with various types of community groups and institutions.
- Function effectively in an environment with diverse cultures, multiple perspectives, and competing needs.
- Demonstrate a commitment to recognizing residents’ knowledge and experience as a valuable resource.
- Motivate individuals to actively participate in services.
- Demonstrated initiative and problem-solving skills.
- Ability to effectively facilitate meetings and community gatherings.
- Proficient with MS Office (i.e., Microsoft Word, Excel, and Outlook).
- Experience with Salesforce helpful.
- Ability to work independently and as part of a team.
- Ability to work some evenings and weekends, as required.
- Demonstrated ability to establish trusting, confidential relationships.
- Proven ability to work with diverse groups in cooperative problem-solving and consensus building.
- Ability to prepare and edit reports, presentations, and other relevant documents for diverse constituents.
- Excellent customer service and communication skills.
CERTIFICATES, LICENSES, REGISTRATIONS
None
LANGUAGE, MATH & REASONING SKILLS
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors. Ability to speak a second language preferred. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Physical demands include writing/typing, use of computer and paper files, answering phones, attending meetings with residents, family members and community agencies representatives, throughout the complex in their apartments, outdoor community areas and the community room.
Mobility: physically able to get around the apartment complex (some of which are quite large). In some cases, go into residents’ units. The home visits are more a requirement in senior/disabled housing but is important in family housing as well. Must be able to travel to the central office and other locations for meetings and training sessions, as required.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
JOB DESCRIPTION REVISION
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks are performed when circumstances change. This job description replaces all previous descriptions for this position.
