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About Bill Wilson Center:

Bill Wilson Center is a nationally and regionally recognized leader for providing services to at-risk youth and families. Our agency -- from our executive team to our line staff -- is committed to improving the lives and conditions of the people we serve. We provide direct services to more than 3,500 children, youth, young adults and families in Santa Clara County. BWC provides services that meet the cultural and linguistic needs of our whole community. We value our unique ethnic diversity as well as the LGBTQ community and non-able body community. Join us and become a difference maker at Bill Wilson Center! 

Job Summary:

The Here 4 You Call Center is part of Santa Clara County’s Continuum of Care (CoC), a collaboration of county services for families and individuals who are homeless or at risk of homelessness. We conduct over the phone intakes and provide shelter referrals.

Essential Duties/Responsibilities:

• Answer routine and emergency phone calls related to individuals seeking shelter placement.

• Collect personal information needed for intakes utilizing HIPAA best practices.

• Collaboration within BWC operations and other agencies to determine appropriate placement for clients.

• Determine appropriate emergency shelter placement and process referrals to homeless service providers.

• Coordinate hospital discharge placement requests with medical personnel.

• Provide information to callers related to homeless services in Santa Clara County.

• Recommend callers to other service agencies as necessary.

• Learn & develop best practices such trauma informed care, HIPAA compliance & suicide screening.

• Enter all data into HMIS: logging calls, services, outcomes, transportation, etc.

• Engages BWC Management promptly on urgent issues to ensure effective, inclusive, and timely responses.

• Coordinate transportation as needed.

• Additional duties as assigned.

Education and Experience:

• High School diploma or equivalent.

Required Skills/Abilities:

• Requires flexibility to work independently and in a team-based setting.

• Must create a safe and non-judgmental space for all individuals seeking support.

• Capable of performing data entry tasks in computerized database environments.

• Driving is a requirement of the job (valid California driver’s license with access to a personal vehicle that can be used for company business and current personal automobile insurance).

• Current CPR and First Aid Certification required (or completed within 30 days of hire).

• Ability to work with basic mathematical concepts as required for reporting. 

• Able to think through real-world problems and find solutions, even when there isn’t one clear or standard way to handle the situation.

• Can follow directions that might be given in writing, spoken out loud, shown in a picture or diagram, or laid out in a schedule. We support different learning and communication styles.

• To perform this job successfully, an individual should have knowledge of Internet software; Spreadsheet software and Word Processing software.  Internet research skills are a plus.

Physical Demands:

• While performing the duties of this job, the employee is regularly required to remain stationary, communicate or gather information. The employee may occasionally move up to 20 pounds.

Work Environment:

• We are committed to fostering an inclusive and accessible work environment. The characteristics of the work setting described here reflect typical conditions an employee may experience while performing the essential duties of this role. We welcome and will provide reasonable accommodations to ensure individuals of all abilities can fully participate and succeed in this role.

• The Here 4 You Call Center Placement Team is supported by 10 people utilizing workstations that have shared partitions.

• The noise level ranges from quiet to moderate when multiple conversations take place at once and phones are ringing.

Salary Range:

$26.00 - $27.05 per hour

Employee Benefits & Perks:

We offer a generous compensation package for full-time employees that includes the following:

• 4 Weeks Accrued PTO

• 14 Paid Holidays Per Year

• Paid Health, Dental, Vision & Voluntary Life Insurance Plans

• Flexible Spending Plans for Medical, Dependent Care, Parking and Transit

• 401 (K) Retirement Plan

• 24/7 Employee Assistance Program

• Upward Career Mobility

• Discounts and Savings through Tickets At Work and LifeMart  

EEO:

Bill Wilson Center is an Equal Opportunity/Affirmative Action Employer.

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant. Because of a need to remain responsive to the needs of our clients and our Agency’s operations, responsibilities may be modified at any time.