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Description

GENERAL SUMMARY:

Under the direction of the Associate Director, Coordinated Access System (CAS) the Extremely Vulnerable Household (EVH) Lead is responsible for providing consistent and quality navigation to social service needs via telephone, e-mail, and other forms of communication. The EVH Lead will support the implementation of the 211 CAS backline and guide households to access homelessness, housing, and other relevant resources. The EVH Lead will collaborate closely with internal and external stakeholders to match eligible households to appropriate shelters sites with same-day availability. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Build positive and appropriate rapport with clients and stakeholders.
• Handling inbound calls via the 211 CAS backline and focusing on Extremely Vulnerable Households who meet the agreed upon eligibility criteria. 
• Collaborate with identified service providers who contact the 211 CAS backline.
• Matching eligible EVH households to appropriate shelter placements and/or bridge shelter options.
• Conduct outreach and follow-up interactions with clients to facilitate access to housing, shelter and community resources and services. Including prioritized households, like those approved for a shelter transfer.
• Address client needs during peak hours, which may include handling inbound calls from non-EVH households.  
• Provide ongoing system navigation support that meets the quality and frequency standards of the program and addresses the client's health, human, and social service needs.
• Utilize program related tools to assess, triage, and make referrals to an appropriate level of care.
• Enter, maintain, and analyze client information within department mandated Client Relationship Management (CRM) systems, including but not limited to the Homeless Management Information System (HMIS) and iCarol.
• Adhere 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.
• Develops and maintains 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. 

• Associate's degree or higher in Social Work, Human Development, Sociology, Psychology or related field from accredited university or college.

OR

• 2+ years direct client services experience in a community based health, social service, information and referral or non-profit setting.
• 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.
• Must have strong interpersonal skills focusing on solving conflict, ensuring confidentiality, and motivational interviewing.
• Must have access to reliable transportation that does not interfere with performing the essential functions of the job description, cause tardiness, or unexcused absences.  
• 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. 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 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).