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Catholic Charities of the Archdiocese of WashingtonSee more

addressAddressWashington, DC
type Form of workFull-Time
CategoryInformation Technology

Job description

ORGANIZATION OVERVIEW:At Catholic Charities of the Archdiocese of Washington, your knowledge and service in areas such as immigrants and refugees, mental health, social work, employment and adult education, legal and financial services, health care, food assistance, shelter and housing, developmental disabilities and prison outreach can make a profound difference in the lives of many. Through more than 50 programs across the district and five surrounding counties, Catholic Charities is opening doors to help and hope. At CCADW, we continue to build an inclusive culture that celebrates a diverse workforce. We offer so much more than just a job. We offer careers. We take pride in our "promote from within" culture. We offer professional development, a comprehensive benefits package, a hybrid work model with both remote and in-office work, and a passion for building and motivating world class, high performing teams. Explore your career opportunity with Catholic Charities. Join us in Inspiring Hope and Building Futures.

Catholic Charities of the Archdiocese of Washington values the safety of our employees, our clients, and our visitors. In support of these values, if you are selected for this job, you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are up to date with your COVID vaccinations, including the booster dose or you must request an exemption from your representative. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with Catholic Charities of the Archdiocese of Washington.

JOB SUMMARY:The Call Center Specialist responds to a high volume of calls from the District of Columbia's Department of Human Services - Emergency Rental Assistance Program (DHS-ERAP) current and potential applicants and addresses their questions and concerns, which may include assisting with the completion and submission of ERAP applications. The position provides intermittent resolution to the callers' needs.

ESSENTIAL DUTIES and RESPONSIBILITIES:

  • Answer incoming calls while maintaining confidentiality and respect for clients' dignity.
  • Assess the need of the caller, determine the response and provide necessary and accurate information, including but not limited to eligibility requirements, application status, required documents and/or information to accompany the application and/or other case information.
  • For callers who meet initial eligibility requirements and need assistance applying, and cannot seek help elsewhere, assist the caller with the application.
  • Input all call information into the ERAP Call Log.
  • Inform current/potential applicants as to the next steps, program requirements and cooperation from all parties involved.
  • Communicate with the Senior Program Manager regarding special needs individuals and/or individuals who may need urgent assistance from the program.
  • Ensure knowledge of ERAP requirements and ERAP rules and regulations.
  • Utilize and switch amongst multiple areas of the ERAP portal and the Call Center website.
  • Collaborate with the program in the provision of services by actively participating in team meetings and working with colleagues to problem-solve and develop solutions.
  • Attend meetings and participate in events that may be during or outside of regular work hours.
  • Perform other job-related duties as assigned.


EDUCATION and EXPERIENCE:

  • AA degree in human services or a related field.
  • Two (2) years of experience providing services to vulnerable populations.


SKILLS and COMPETENCIES:

  • Ability to listen actively, communicate effectively, and convey points clearly in written and oral form
  • Customer service skills, including ability to calm frustrated clients and to deal with clients in a professional, friendly and patient manner.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Refer code: 3328498. Catholic Charities of the Archdiocese of Washington - The previous day - 2023-03-23 07:36

Catholic Charities of the Archdiocese of Washington

Washington, DC
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