Helpline Case Assistant

Description

Summary : The Catholic Charities Community Services (CCCS) Helpline is one of its most critical resources for client referrals. Unlike a traditional call center, the Helpline extends well beyond the most basic call intake and functions as a delivery source of information and services to individuals who may be experiencing a crisis. The Case Assistant is among the first to ensure that the mission of CCCS is upheld and that callers are received with warmth and acceptance and are given time to convey their circumstances. Upon effective engagement with the caller, the Case Assistant will provide timely and accurate information in a professional and efficient manner.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Answering the CCCS Helpline :

• Answers incoming calls to the CCCS Helpline, assesses need and provides information, referral,

and / or triage as appropriate.

the Archdiocese (NYC, the Bronx, Staten Island, and the Hudson Valley) and elsewhere as

relevant.

supervisors to maintain accurate information and ensures proper triage.

provides crisis intervention and access to services for clients facing eviction.

Administrative :

Qualifications

Education and / or experience required :

Skills, Licenses, and / or competencies required :

o Enthusiasm for working with people and excellent interpersonal skills.

o Awareness of challenges low-income individuals face and ability to offer compassionate,

patient, and professional response.

environment.

technology (If needed).

Position Type and Expected Hours of Work :

This is a full-time position. Days and hours of work may vary from 8 : 30-4 : 30 or 11 : 00-7 : 00. Additional

hours may be required to meet program deadlines, or client needs.

Working conditions and physical demands required :

The demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job.

ascending / descending stairs, and exposed to outside weather conditions.

Catholic Charities and Catholic Charities Community Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by law.