Summary: St. Teresa’s is a newly established Catholic Charities site serving New Yorkers who arrived to the United States on or after January 1, 2022, residents of the neighborhood and the local parish. The site provides intake and comprehensive case management to individuals and families seeking a wide range of social services, access to food and essential household items, and in need of supportive services to improve their well-being. The Case Assistant is among the first staff to interact with clients seeking help from Catholic Charities and is uniquely positioned to represent the mission of Catholic Charities and begin the process of mission driven care.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Front Desk Greeting and Triage:
- Greets clients coming to the site by appointment scheduled by Catholic Charities Navigation Center, by NYC Department of Homeless Services shelter staff, and by other Community Based Organizations (CBO’s) including the local parish.
- Greets clients walking into the site without an appointment and may triage to available Case Managers, provide preliminary information and referral, and schedules return appointments as needed.
- Ensures that all clients are greeted with dignity and respect and creates an environment in the waiting area of warmth and approachability.
- Answers incoming calls to the site, assesses/screens need and provides information, referral, provides triage as appropriate, and schedules appointments using both an on-line scheduler and separate site schedule.
- Provides case assistance or case management support as needed.
- Manages the intercom system and monitors the security camera.
- Attends to the availability of supplies, places orders, and maintains stock.
- Tracks and coordinates the expenditure of supplies and relief with the COS (Community Outreach Services) administrative staff.
- Tracks callers, walk-ins, and cases into a data management system.
- Supports the Case Management Department with administrative duties as needed.
- Answers the Catholic Charities Helpline as needed.
- Completes other assignments as directed by the supervisor.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday 9:00am to 5:00pm, some Saturday as needed. 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.
- Remain in a stationary position at a workstation and use a computer approximately 90% of the time.
- Stay in a stationary position at a workstation to respond to Helpline calls in real time.
- Pack and carry bags containing food pantry/grocery type items.
- Travel for staff meetings 10% of the time using reliable transportation, traversing streets, ascending/descending stairs, and exposed to outside weather conditions.
- Traverse neighborhoods that may require an elevated level of alertness and awareness of surroundings.
- Work with clients who require consistent support, some under potentially stressful conditions.
- May be deployed to other locations as needed.
Education and/or experience required:
- High school diploma with 2 years’ office management experience, customer service or social services.
- Bilingual, English Spanish required.
Skills, Licenses, and/or competencies required:
- Knowledge of social services systems and local resources.
- Customer service skills
- Enthusiasm for working with people and excellent interpersonal skills.
- Awareness of challenges low-income individuals face and ability to offer compassionate, patient, and professional response.
- Excellent organizational, time-management and communication skills.
- WIFI access and the ability to successfully navigate remote technology, if needed.
- Ability to utilize Microsoft Office Suite, Google Suite, and Data Management systems built on a Salesforce platform.
COVID-19 Adjustment: Position will be onboarded virtually. Potential to orient to the physical office space in person depending on CDC and agency requirements at the time of onboarding. Updates to protocol are implemented on a regular basis.
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.