Senior Program Specialist - Intake VNC

SCOPE OF WORK:
The incumbent of this position is responsible for providing intake services and assistance with unhoused
individuals seeking to enroll or enrolled at the Visalia Navigation Center. Staff are responsible to serve
residents with program awareness, rules and guidelines, program application completion, and
computing and processing eligible applications for program assistance.
ACCOUNTABILITIES:

• Provides exceptional customer service that includes efficient, precise, and courteous
  communication.
• Per program guidelines completes, gathers and secures all required documentation of the
  applicant's eligibility for program assistance.
• Acts as an agent of information to communicate other resources within the agency and makes
  referrals as needed to applicants.
• Handles inbound calls, incoming and outgoing mail, scheduling appointments, filing and purging
  client files and other office clerical work.
• Computes and identifies eligible participants for the programs, interprets standards and
  guidelines to potential clients, answers questions regarding process and application status.
• Generates and maintains all client files, ensure all files contain all required documents are
  complete, clear, thorough, and accurate as per program guidelines.
• Prioritizes and batches applications for data entry.
• Inputs accurate and compliant applications into program and departmental databases. Locates
  and corrects data entry errors, or reports them to the Senior Program Coordinator when unable
  to correct the error.
• Participates in trainings and professional development activities to build required knowledge for
  the position.
• Participates in outreach events as assigned.
• Participates in training and professional development to build required knowledge for the
  position.
• Performs other duties including but not limited to fulfillment of work schedules, adherence to
  attendance policies, and other applicable operating rules, policies and procedures.

SKILLS & ABILITIES:

• Upholds company principles and practices to the highest degree and represent the agency in a
  professional manner.
• Ability to provide exceptional customer service that includes efficient, precise, and courteous
  communication.
• Knowledgeable of modern office procedures and methods, and is proficient in use of computer,
  Windows operating system including Microsoft Office applications (Word, Excel, and Access)
  and program data base.
• Must have excellent oral and written communication skills as well as ability to communicate effectively with low income persons, other providers of human services, community leaders, and government officials.
• Ability to accurately record and deliver information, meet deadlines, and maintain confidentiality of restricted information.
• Ability to assist with narrative reports.
• Ability to perform successfully under moderately stressful conditions, to respond immediately to crisis situations and to balance priorities within and between offices/departments/work sites.
• Ability to maintain personal composure, tactfully handle difficult situations, and interpret questions correctly; ability to behave in a friendly, understanding, helpful, and professional manner with participants and program staff.
• Ability to advise and interpret on the application of policies, procedures and standards to specific situations.
• Ability to explain, demonstrate and clarify to others, the understanding of the well-established principles, practices, policies and procedures.
• Implements and oversees the data collection activities. Uses data to conduct ongoing needs assessment.
• Coordinates data collection activities and reviews data form submissions into HMIS for accuracy.