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Engagement Specialist (Drop-In Center)

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The Village Family Services
Published
March 15, 2019
Location
North Hollywood - Los Angeles
Job Type
Hours
Mon-Fri 9am-5:30pm

Description

The Village Family Services Drop-In Center provides low barrier, culturally competent, and trauma-informed services for Transition Age Youth (TAY) within the San Fernando Valley Service Area 2. The Drop-In Center staff is responsible for minimizing the psychological, physical, and social barriers that may deter TAY and lesbian, gay, bisexual, transgender and queer/questioning (LGBTQ) TAY from seeking and accepting needed services and resources. The Engagement Specialist is the first point of contact for homeless individuals ages 14-25 looking for community resources. The position is responsible for creating the work flow in the engagement area of the Drop-In Center, which includes greeting customers, phone coverage, assisting visitors entering the center for services or inquiries, completing new customer intakes, and entering data into electronic record systems. This position will serve as the centralized entry point for individuals who are seeking services in person or via the phone.

 

DUTIES & RESPONSIBILITIES

All of the responsibilities listed below are considered essential functions of this position. Additionally, this position is expected to ensure adherence to the core operating values and the strategic direction of the agency.

  1. Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel
  2. Completes new customer intake paperwork, tracks sign-in sheets, and acts as gatekeeper of access to the general milieu
  3. Performs general clerical duties including but not limited to filing, photocopying, faxing, data entry, data tracking, data organizing, and mailings as required
  4. Operates multi-line telephone system to answer and screen incoming calls; directs callers to appropriate personnel or department
  5. Ensures an interactive process occurs over the phone or in person with the customer or caregiver to assess the nature and urgency of need for services
  6. Must have or gain knowledge of services provided by partner agencies
  7. Must enter data into electronic records system and document all referrals made
  8. When necessary takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable
  9. Monitors visitor access, checks visitor belongings into lockers, conducts property searches
  10. Receives and routes mail, packages, and other deliveries
  11. Prepares and forwards outgoing mail and packages
  12. Must have good communication and interpersonal skills
  13. Good writing skills and organizational abilities
  14. Conduct all functions in accordance with The Village Family Services guidelines, policies, procedures and ethical standards
  15. Attend staff meetings, agency wide meetings, trainings, and other meetings as assigned
  16. Ability to quickly build rapport with a diverse group of youth
  17. Experience with outreach to at-risk, vulnerable, and hidden populations
  18. Assists in assuring the safety and well-being of the youth within the Drop-In Center and maintaining a nurturing and supportive environment

Additional Duties and Responsibilities

  • Conduct all functions in accordance with Agency guidelines, policies, procedures, and ethical standards
  • Maintains safe work area by complying with procedures, rules, and regulations
  • Demonstrates a high level of professionalism in dealing with confidential and sensitive issues

REQUIREMENTS & QUALIFICATIONS

Education and Experience:

  1. High School Diploma/GED required and two years related experience preferred, or equivalent combination of education and experience in a mental health, chemical dependency, social services or non-profit field
  2. Basic computer skills, Microsoft Office, Word, Excel, Power point, Outlook and Internet
  3. Experience with an electronic records system highly desirable
  4. Valid CA Driver’s License
  5. CPR & First Aid Certified or able to obtain within 30 days of hire
  6. Experience working youth and young adults who have endured hardship or difficulties with chemical dependency

CONTACT US

Human Resources Dept.
Email: hr@thevillagefs.org
Fax: (818)824-9996
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