Job Announcement – Homeless Hotline Program Manager

 

MIFA’s mission: Supporting the independence of vulnerable seniors and families in crisis through high-impact programs. Our vision: Uniting the community through service. Our values are to welcome and respect all people, act with integrity, value individual initiative and ability, serve individuals and the community as an act of faith, and balance humanitarian goals with sound business practices.

Job title: Homeless Hotline Program Manager

Reports to VP of Family Programs; full-time (40 hours/week); starting rate $18.75-21.15/hour

Opening date: August 26, 2015

Closing date: September 1, 2015

 

To apply, mail resume and cover letter to MIFA Human Resources, 910 Vance Ave, Memphis, TN  38126 or email to hrcoordinator@mifa.org. No phone calls, please.

 

Position Summary

With the goal of ensuring that no child sleeps on the street or in a place not intended for human habitation, this position supervises program staff and oversees and directs the daily functions of the 24/7 telephone hotline for homeless families. Activities include answering calls as well as ensuring that all calls to the hotline are responded to, assisting with screening and eligibility determination and referral of homeless families to shelter, preparing service reports, budgets, ensuring grant compliance, and networking with community partners to ensure that homeless families receive the appropriate services. Demonstrate MIFA’s mission and values, engage in agency events, and articulate the purpose and processes of other MIFA programs to the community.

Qualifications

1. Bachelors’ degree in social work, behavioral science, or a related field
2. Two years’ supervisory experience
3. Three years’ experience working in a social service environment, preferably with homeless families
4. Two years of grant and nonprofit compliance related experience preferred
5. Proficiency at operating communication systems (computers, email, laptops, multi-line telephone, faxes, scanners, presentation equipment.), Microsoft Word and Excel, with the ability to learn various database systems, specifically HMIS and CoactionNet
6. Ability to work non-traditional hours as well as to be on-call during nights, weekends, and on holidays as needed

 

Major Responsibilities & Related Tasks

Manage, supervise, and oversee daily functions of the 24/7 telephone hotline for homeless families

• Ensure that all calls to the hotline are responded to and all service activity reports are accurate and timely
• Schedule staff to effectively cover all activities
• Answer hotline calls and oversee screening and referral processes
• Network with community partners to ensure that homeless families receive appropriate services
• Set the tone for creative thinking and problem solving
• Meet regularly with staff to discuss ideas and to address challenges
• Model professional and compassionate behavior
• Develop processes, procedures, and forms to effectively serve the needs of the program
• Work cooperatively with the Emergency Shelter Placement program manager and staff, cross-training and providing screening assistance as needed

 

Prepare service reports, data, and budgets

• Utilizing CoactionNet, HMIS, and spreadsheets, enter client data and produce reports
• Understand and utilize monthly statement of operations, budgets, and spreadsheets
• Interpret data, analyze trends, and produce accurate and well-written reports in a timely manner
• Work cooperatively with the Director of Program Performance to track and report data and trends

Serve on the Emergency Housing Partnership management team to develop, evaluate, and report on program activity

• Service as an active and engaged team member
• Maintain contact with shelter providers to ensure that homeless families are receiving needed services, that MIFA is sending appropriate referrals, and to maintain effective collaborations
• Enter service data into EHP shared dashboard monthly

Ensure contractual compliance with HUD, HCD, City of Memphis, Community Alliance for the Homeless, and other collaborative partners.

• Serve as the MIFA liaison by collaborating with and promptly responding to funders and stakeholders
• Understand and ensure the completion of all activities required for grant compliance
• Supervise hotline staff to ensure performance in accordance with MIFA’s guiding principles and the guidelines established by regulatory agencies
• Ensure that all reports are submitted in accordance with the guidelines

Other Responsibilities

• Attend community meetings as needed
• Thorough knowledge of community social services

• Ability to problem solve quickly and think creatively

• Commitment to seek out and consider best practices, with the goal of constant improvement

• Demonstrate positive leadership, professional skills, and self-awareness
• Ability to supervise, develop, and train staff
• Ability to schedule staff to effectively cover all activities

• Excellent people skills and verbal and written communication skills
• Ability to deescalate situations with angry or hostile clients
• Ability to speak publicly about the program and seek out opportunities to educate the community about services
• Ability to handle client and donor information confidentially and discreetly

• A collaboration-minded team player
• Ability to work effectively and respond professionally and promptly to funders, government officials, and other stakeholders

• Experience in coordinating and executing multiple tasks and projects
• Ability to complete duties on schedule with little or no supervision

• Experience using computerized accounting and budgeting systems, including spreadsheets

• Ability to develop program procedures, forms, and tracking processes
• Ability to interpret data, analyze trends, and produce accurate and well-written reports
• Ability to welcome and respect people of diverse ages, races, and household compositions, as well as persons in crisis

Supervisory Responsibilities

Supervise (on-call) Homeless Hotline staff and Homeless Hotline Intake Workers

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee is occasionally required to stand, walk (or means to transport oneself); sit; use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch; talk or hear. The employee must occasionally lift and/or move 15 to 25 pounds. Specific vision abilities required by the job include close vision, distance vision.

Work environment: The noise level in the work environment is usually moderate to high. Position may also require ongoing or periodic exposure to high-crime environments. While performing the duties of this job, the employee is exposed to moderate to high levels of stress during peak periods, and atypical work hours are periodically required.

 

MIFA full-time benefits: MIFA employees may be eligible to participate in the following benefits programs on or before the 90-day trial period: medical and dental insurance plans, short-term disability, long-term disability, employee assistance program, paid time-off (PTO), employer-sponsored life insurance, paid holidays, and MIFA’s matching 401k plan after a year of service.

MIFA Employment Guidelines

MIFA is an equal opportunity employer.

MIFA is a non-smoking facility.

Employment documents: (1) Application and/or resume; (2) I-9; (3) Form W-4; (4) Official transcripts verifying education if education is a requirement of the job.

Employment authorization and identification: Current federal law requires that documents be presented which verify both employment authorization and identification. One or more of the following documents must be presented before employment: Social Security card, state driver’s license/identification, U.S. birth certificate, U.S. passport, other U.S. government document.

Please note that it is the practice of MIFA not to allow the employment of relatives or of those living at the same address other than in the job classifications of special, temporary, or substitute.

Job Announcement – Homeless Hotline Intake Worker

 

MIFA’s mission: Supporting the independence of vulnerable seniors and families in crisis through high-impact programs. Our vision: Uniting the community through service. Our values are to welcome and respect all people, act with integrity, value individual initiative and ability, serve individuals and the community as an act of faith, and balance humanitarian goals with sound business practices.

Job title: Homeless Hotline Intake Worker

Reports to Homeless Hotline Program Manager; full-time (40 hours/week); starting rate $12.60/hour

Opening date: August 26, 2015

Closing date: September 1, 2015

 

To apply, mail resume and cover letter to MIFA Human Resources, 910 Vance Ave, Memphis, TN  38126 or email to hrcoordinator@mifa.org. No phone calls, please.

 

Position Summary

With the goal of ensuring that no child sleeps on the street or in a place not intended for human habitation, this position answers calls to the 24/7 telephone hotline for homeless families. Activities include answering calls as they come in, screening and referring callers to appropriate services, and inputting basic caller information and disposition in to the CoactionNet database.

Qualifications

7. Associate’s degree or two years’ post high school education
8. Two years of experience working in a social service  or customer service environment, preferably with homeless families
9. Proficiency at operating communication systems (computers, email, laptops, multi-line telephone, faxes, scanners, presentation equipment.), Microsoft Word and Excel, with the ability to learn various database systems, specifically HMIS and CoactionNet
10. Ability to work non-traditional hours as well as to be on-call during nights, weekends, and on holidays as needed

 

Major Responsibilities & Related Tasks

Answer calls made to the 24/7 telephone hotline for homeless families

• Ensure that calls to the 24/7 hotline are responded to and appropriate referrals are made
• Submit service activity reports accurately and in a timely manner
• Serve as a liaison between homeless families and shelter providers
• Network with community partners to ensure that homeless families receive the appropriate services

 

Screen walk-in families in a prompt and compassionate manner, providing the most appropriate service possible

• Maintain ongoing communication and collaboration with shelter providers to ensure shelter placement for families
• Take initiative to find resolution for problems other than housing that the client may have; make appropriate and prompt referrals to other service providers
• Check email and respond accordingly each day
• Secure all required information needed for case file to document each household (homeless verification, ID for all family members, proof of all income)
• Ability to exercise flexibility when necessary with respect to addressing families’ needs
• Submit accurate and timely activity reports

Serve on the Emergency Housing Partnership management team to develop, evaluate, and report on program activity

• Service as an active and engaged team member
• Maintain contact with shelter providers to ensure that homeless families receive needed services, that MIFA is sending appropriate referrals, and to maintain an effective collaboration

Other Responsibilities

• Attend meetings as required
• Work cooperatively with other members of the Emergency Services and Rapid Rehousing teams
• Effective problem-solving and negotiation skills
• Excellent people skills and verbal and written communication skills
• Attention to detail in follow-up paper work
• Ability to prioritize workload, work independently, and possess individual initiative
• Ability to remain calm and focused in situations where clients or involved parties may be angry or anxious
• Ability to handle client and donor information confidentially and discreetly
• Ability to welcome and respect people of diverse ages, races, and household compositions, as well as persons in crisis
• Other duties as assigned

Supervisory Responsibilities

N/A

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee is occasionally required to stand, walk (or means to transport oneself); sit; use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch; talk or hear. The employee must occasionally lift and/or move 15 to 25 pounds. Specific vision abilities required by the job include close vision, distance vision.

Work environment: The noise level in the work environment is usually moderate to high. Position may also require ongoing or periodic exposure to high-crime environments. While performing the duties of this job, the employee is exposed to moderate to high levels of stress during peak periods, and atypical work hours are periodically required.

 

MIFA full-time benefits: MIFA employees may be eligible to participate in the following benefits programs on or before the 90-day trial period: medical and dental insurance plans, short-term disability, long-term disability, employee assistance program, paid time-off (PTO), employer-sponsored life insurance, paid holidays, and MIFA’s matching 401k plan after a year of service.

MIFA Employment Guidelines

MIFA is an equal opportunity employer.

MIFA is a non-smoking facility.

Employment documents: (1) Application and/or resume; (2) I-9; (3) Form W-4; (4) Official transcripts verifying education if education is a requirement of the job.

Employment authorization and identification: Current federal law requires that documents be presented which verify both employment authorization and identification. One or more of the following documents must be presented before employment: Social Security card, state driver’s license/identification, U.S. birth certificate, U.S. passport, other U.S. government document.

Please note that it is the practice of MIFA not to allow the employment of relatives or of those living at the same address other than in the job classifications of special, temporary, or substitute.

Job Announcement – Homeless Hotline Service Representative

 

MIFA’s mission: Supporting the independence of vulnerable seniors and families in crisis through high-impact programs. Our vision: Uniting the community through service. Our values are to welcome and respect all people, act with integrity, value individual initiative and ability, serve individuals and the community as an act of faith, and balance humanitarian goals with sound business practices.

Job title: Homeless Hotline Service Representative (On-Call)

Reports to Homeless Hotline Program Manager; part-time (24 hours/week); starting rate $90/12-hour shift

Opening date: August 26, 2015

Closing date: September 1, 2015

 

To apply, mail resume and cover letter to MIFA Human Resources, 910 Vance Ave, Memphis, TN  38126 or email to hrcoordinator@mifa.org. No phone calls, please.

 

Position Summary

With the goal of ensuring that no child sleeps on the street or in a place not intended for human habitation, this position answers calls to the 24/7 telephone hotline for homeless families. Activities include answering calls as they come in, screening and referring callers to appropriate services, and inputting basic caller information and disposition in to the CoactionNet database.

Qualifications

11. High school diploma or GED
12. One year of experience working in a social service or customer service environment
13. One year of experience working in some capacity with computers, databases, email, etc.
14. Ability to operate technology devices (laptop, multi-line telephone, Outlook email) with the ability to learn various database systems such as the CoactionNet database
15. Ability to carry telephone and supporting technological devices to respond immediately to hotline calls during office hours as well as on-call afterhours, nights, weekends, and holidays

 

Major Responsibilities & Related Tasks

Answer all calls to the homeless hotline during shift

• Ensure that all calls are answered immediately (or that voicemail is responded to during specified times and on holidays)
• Determine the need of the caller per established protocol guidelines
• Determine that the caller meets the established guidelines to qualify for shelter assistance
• Mediate with family and friends to prevent shelter if possible
• Make referral to shelter or motel as needed according to established procedures

Enter each caller’s information and outcome disposition into the CoactionNet database

• Connect to the CoactionNet system at the start of each call
• Enter basic caller information
• Enter final call disposition per the drop-down list and save file

Other Responsibilities

• Attend staff meetings twice per month as scheduled
• Basic knowledge of community social services
• Very good people skills
• Ability to communicate clearly and effectively by phone
• Ability to complete duties with little direct supervision
• Ability to welcome and respect people of diverse ages, races, and household compositions, as well as people in crisis
• Other duties as assigned

Supervisory Responsibilities

N/A

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee is occasionally required to stand, walk (or means to transport oneself); sit; use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch; talk or hear. The employee must occasionally lift and/or move 15 to 25 pounds. Specific vision abilities required by the job include close vision, distance vision.

Work environment: The noise level in the work environment is usually moderate to high. Position may also require ongoing or periodic exposure to high-crime environments. While performing the duties of this job, the employee is exposed to moderate to high levels of stress during peak periods, and atypical work hours are periodically required.

 

MIFA full-time benefits: MIFA employees may be eligible to participate in the following benefits programs on or before the 90-day trial period: medical and dental insurance plans, short-term disability, long-term disability, employee assistance program, paid time-off (PTO), employer-sponsored life insurance, paid holidays, and MIFA’s matching 401k plan after a year of service.

MIFA Employment Guidelines

MIFA is an equal opportunity employer.

MIFA is a non-smoking facility.

Employment documents: (1) Application and/or resume; (2) I-9; (3) Form W-4; (4) Official transcripts verifying education if education is a requirement of the job.

Employment authorization and identification: Current federal law requires that documents be presented which verify both employment authorization and identification. One or more of the following documents must be presented before employment: Social Security card, state driver’s license/identification, U.S. birth certificate, U.S. passport, other U.S. government document.

Please note that it is the practice of MIFA not to allow the employment of relatives or of those living at the same address other than in the job classifications of special, temporary, or substitute.