Referral and Chat Specialist

Community-Link; Sacramento (CA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental, Vision

403(b) retirement plan

Paid Holidays

Vacation and Sick Leave

Job summary

Community Link in Sacramento County is seeking a Referral and Chat Specialist to assist Transitional Age Youth (TAY) aged 18-24 in navigating housing, shelter, and safety-net services through the Coordinated Access System. The role involves online chat, phone, and in-person interactions, using HMIS to connect clients with needed care.

You will work with outreach and behavioral health staff to gather information, complete referrals, and provide ongoing system navigation support while adhering to

Qualifications

• 2+ years direct client services experience in health, social services, or information/referral settings.
• Ability to communicate effectively with diverse individuals respectfully.
• Proficiency in Microsoft Office Suite and Google Suite.

Responsibilities

• Builds rapport with clients, partners, and stakeholders.
• Provides navigation support for Transitional Age Youth (TAY) 18-24 in Sacramento County.
• Uses HMIS or care platforms to capture data, submit assessments, and generate referrals.
• Participates in Coordinated Access System meetings and case conferencing.
• Collaborates with 211 and TAY teams to provide feedback on platforms and resources.
• Escalates safety-net access barriers identified by clients and partners.

Skills

Client services experience

Effective communication

Team collaboration

Microsoft Office

Google Suite

Public speaking

Tools

HMIS

Care platforms

Job description

Description

GENERAL SUMMARY:

Under the direction of the Coordinated Access System Supervisor, the Referral and Chat Specialist is responsible for assisting and referring Transitional Age Youth (TAY) experiencing homelessness in Sacramento County in navigating housing, shelter, and other safety net services through the Coordinated Access System (CAS) and other care networks. The position would entail working within the Homeless Management Information System (HMIS) and other identified technology platforms to complete connections to care. The Referral and Chat Specialist will engage with TAY clients via online chat, telephone, in-person, and other forms of communication. The Referral and Chat Specialist will work closely with outreach workers, homeless service workers, behavioral health staff, and other identified partners to gather and complete necessary referral steps.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Builds positive and appropriate rapport with clients, community partners, and stakeholders.
• Provides ongoing system navigation support that meets the quality and frequency standards of the program and focuses on the needs of Transitional Age Youth (TAY) who are 18-24 years old.
• Utilizes HMIS or other identified care platforms to capture appropriate client data, to submit assessments, to generate referrals, and other functions.
• Participates in relevant Coordinated Access System meetings, case conferencing, and remain informed of resources available for TAY who are experiencing homelessness in Sacramento County.
• Works closely with the 211 and TAY project team to provide platform development feedback
• Identifies and escalates issues relating to safety-net access barriers from system navigation experience, and client/community stakeholder feedback to drive system improvements.
• Engages with Transitional Age Youth who are experiencing homelessness at designated spaces within the community including drop in centers and living spaces.
• Adheres to all county, state and federal standards and contractual requirements for client confidentiality including, but not limited to standards set by The California Department of Aging: Information Security and CalFresh Privacy and Security standards.
• Participates in ongoing professional development on topics like Person Centered Care, Motivational Interviewing, Housing First Model, and the Social Determinants of Health.
• Develops and maintain working knowledge of health and human services network to help clients address barriers.
• Ability to be responsive and available for shifts for as much as 12 hours in length during declared emergencies to perform duties as directed by the Emergency Manager
• Ensures compliance with all GISVNN policies, CARF standards, and safety and security regulations.
• Performs other duties as assigned.

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• 2+ years direct client services experience in a community based health, social service, information and referral service, or comparable experience.
• Ability to communicate effectively with diverse and multi-cultural individuals while being non-judgmental and respectful.
• Ability to work effectively and collaboratively in a team environment.
• Effective written and verbal communication skills.
• Proficiency in Microsoft Office Suite and Google Suite.
• Must have reliable transportation and be able to travel within the County and must have a valid driver's license.
• Must provide proof of identification and eligibility to work in the United States.
• May be required to pass a drug?screening and maintain compliance with the organization’s drug and alcohol policy.
• May be required to pass a background screening and maintain compliance with the organization’s associated polices.
• Must not have a record or disclosure of criminal conviction that indicates an ongoing tendency toward theft, violence, dishonesty, deceit, drug manufacture or sale, moral turpitude, or predatory behavior.?
• Must not present a direct threat of safety and health to self, others or property.
• Must be able to perform essential functions of this job description with or without reasonable accommodation.
• Must immediately inform Goodwill/Community Link of any arrests and/or convictions that occur while employed at Goodwill/Community Link.

POSITIONS SUPERVISED:

• No Positions Supervised

POSITION INFORMATION:

This is a full-time, non-exempt position eligible for Medical, Dental, Vision, Life Insurance; 403(b) retirement plan; Paid Holidays, Vacation and Sick Leave. This position is employed by Goodwill Industries® of Sacramento Valley and Northern Nevada, Inc., through Community Link Capital Region.

WORK CONDITIONS/HAZARDS:

• Work is primarily performed sitting down in an office environment as well as various remote locations with clients.
• High adaptability, patience, and flexibility required.
• Work environment usually hectic (fast paced) with frequent short deadlines and a regular number of critical or unusual situations.

The physical demands 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. While performing the duties of this job, the employee is frequently required to drive, stand, walk, sit, use hands and fingers, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl and talk or hear. The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Work environment is usually hectic/fast-paced with frequent short deadlines and instances of unusual situations. Travel to various company locations may be required.

This job description does not cover all the activities, duties or responsibilities required of this role. Omission of specific statements of duties does not exclude them from the position if the work is similar or related to the position. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice to accommodate the needs of the organization. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Offers of employment may be contingent on satisfactory results of a criminal history background check and drug test.

This organization participates in E-Verify. E-Verify is a service that verifies authorization to work in the U.S. through the U.S. Department of Homeland Security (DHS) and the U.S. Department of Social Security (SSA).