POSITION SUMMARY

The Customer Support Specialist (CSS) provides reception, concierge, and triage supportive services with guests and visitors at the 801 East Men’s Shelter, a supportive service program funded by a grant agreement with the District’s Department of Human Services (DHS). The CSS is one of the first and last staff members who interfaces with guests, visitors, and staff when arriving to Wings B & C comprised of the Workbed program (96 guests), the Senior/Frail program (44 guests), the Recuperative Care program (24 guests), and the Health Clinic (operated by MetroHealth DC). The CSS “meets and greets” and promotes positive customer satisfaction. The CSS is responsible for helping each “customer” or “guest” to the best of their ability.

KEY RESPONSIBILITIES

RECEPTION & ADMINISTRATIVE SERVICES

• Meets and Greets guests, visitors, and staff utilizing customer support approaches that are person-centered and consistent with trauma-informed principles of safety, trustworthiness, choice, collaboration, and empowerment
• Checks in guests as they enter using HMIS to verify enrollment
• Interfaces regularly with other program staff including case managers to assure communication, consistency and teamwork among staff
• Refers and connects guests and visitors to appropriate teams, e.g., Supportive Services, Operations, Security, etc
• Answers telephone and forwards to appropriate point of contact for follow-up
• Collaborates with other teams on-site including Shelter Operations, Security, and Cleaning services, etc.
• Provides some general administrative services including print guest IDs, disperse staff parking passes, post building announcements, etc.

“LIGHT TOUCH” SUPPORTIVE SERVICES

• Assists guests by providing information about shelter amenities and protocols, etc.
• Supports guests with basic, non-complicated service requests such as: checking in (registering) for appointments, verifying insurance, calling transportation, etc.
• Provides triage, referral, and care coordination with guests and visitors to address the presenting problem, support with de-escalation, identify additional resources, promote a warm transition between parties, and ensure resolution, etc.
• Collaborates with program staff who deliver services to identify best ways to work with guest based on acuity, age, gender, cultural, and other considerations.
• Utilizes appropriate databases to facilitate resolution of presenting situation. For instance, may assist with reviewing services in HMIS, verifying insurance via online web portal, or utilizing scheduler to make an appointment.
• Flags and reports issues of potential risk to the assigned supervisor; May also assist with safety and access functions including enforcing procedural rules and regulations; promoting personal safety of staff, visitors, and property
• Participates in obtaining client/customer/stakeholder input/feedback
• Meets regularly with Manager to establish and maintain job expectations
• Actively participates in team meetings and trainings to reinforce job expectations and develop relevant skills
• Provides high quality, efficient services that are consistent with the goals and mission of Community Connections and DHS.

In addition to role responsibilities, each staff member of Community Connections has the following responsibilities as a part of their employment:

• Models and reinforces Community Connections mission to provide behavioral health, residential services, and primary health care coordination for marginalized and disenfranchised women, men, youth, and children living in the District of Columbia, many of whom are coping with challenges including mental illness, addiction, and the aftermath of trauma and abuse.
• Models and reinforces Community Connections values of quality, innovation, respect, equity, and integrity daily.
• Reinforces Community Connection’s commitment to diversity, equity, and inclusion.
• Protects the privacy of our consumer’s protected health information by maintaining compliance with HIPAA and other relevant CC related IT security regulations.
• Completes and stays current on role specific and organizational wide training.
• Performs other duties as assigned on an as-needed basis.

DESIRED KNOWLEDGE/SKILLS/ABILITIES:

• High School Diploma/GED required; Certified Peer Specialist and/or Bachelor’s Degree preferred
• 2 years’ experience working with participants who have experienced homelessness and/or supportive housing required
• Experience with the “Housing First” model preferred (And experiencing with Critical Time Intervention, Motivational Interviewing, and Stagewise Case Management also a plus)
• Experience working with adults experiencing mental health, substance use, and or trauma preferred
• Experience with non-profit organizations a plus
• Demonstrated ability to communicate effectively
• Effective interpersonal skills required, along with a high level of discretion and a manner of confidentiality
• Proficiency in Microsoft Office Suite software (Word, Excel, Outlook, PowerPoint, etc.)
• Proficiency utilizing electronic health record systems, or client data/management information systems. Experience with Homeless Management Information System (HMIS) a plus
• Organization skills and ability to pay attention to detail a plus
• Service-oriented, diplomatic, and energetic
• Ability to work proactively and independently in a fast-paced setting
• Must think critically and ethically about service delivery
• Ability to communicate effectively in person, virtually, and by phone with client population, network members and collaborative service partners
• Ability to read, analyze, and interpret documents
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to handle a diversity of assignments and to work under pressure

POSITION TYPE/EXPECTED HOURS OF WORK

• May need to work non-traditional work hours such as weekends, evenings, observed holidays, and nights.
• This is an essential or critical position which will require reporting to a physical work location or making visits to consumers in the community as defined by the business needs of Community Connections, Inc
• This is a position which may report to work under an office occasional model as defined by the business needs of Community Connections, Inc