Address
Form of workThe Executive Office of Housing and Livable Communities (EOHLC) seeks qualified applicants for the position of Benefit Eligibility & Referral Social Worker D (BERS D) - Regional Emergency Assistance (EA) Intake Coordinator Supervisor within the Division of Housing Stabilization. EOHLC is charged with creating more homes in Massachusetts and lowering housing costs for residents. Formerly known as the Department of Housing and Community Development (DHCD), EOHLC works with municipalities, local housing authorities, non-profit organizations, and development partners to provide affordable housing options, financial assistance, and other support to Massachusetts communities.
Our ideal candidate is an experienced professional with a strong background in dealing with people in crisis and with the ability to interpret and understand complex regulations and policies to accurately determine program eligibility. The overall objective for this position is to provide guidance and support to EA Intake Coordinators who are handling initial telephonic inquiries from families facing imminent homelessness who are seeking EA benefits and services.
DUTIES AND RESPONSIBILITIES (THESE DUTIES ARE A GENERAL SUMMARY AND NOT ALL INCLUSIVE):
1) Supervision:
Exercises direct supervision of and is responsible for the overall performance of the EA Intake Coordinators in the unit.
- Monitors the handling and processing of initial telephonic inquiries from families facing imminent homelessness for EA benefits and services by EA Intake Coordinators, including the initial triage of EA eligibility factors, in accordance with existing Secretariat policy and established reasonable work expectations;
- Ensures that the EA Intake Coordinators respond to applicant requests for services in a compassionate and professional manner and ensures that they assist eligible families in obtaining assistance by referring them to other appropriate DHS staff and/or other state and local agencies;
- Ensures that EA Intake Coordinators conduct case management activities in accordance with DHS policies and protocols and refer families to other available support services where applicable;
- Ensures the entry of accurate data using the computer and appropriate documents by the EA Intake Coordinators in accordance with Secretariat policy;
- When necessary, ensures that EA Intake Coordinators enter and track the demographics of the homeless population they service, such as household size and composition, language spoken, special medical or other considerations, reasons for homelessness, domestic violence issues, substance abuse issues, refusals of placement and all other relevant issues;
- Directs the completion of special projects in accordance with Secretariat policy and established reasonable work expectations;
2) Mandated Reporting:
When required, reports suspected cases of child, elder and spousal abuse to appropriate authorities by notifying the Department of Children and Families (DCF) and other appropriate agencies in order to assist the affected party and deter future abuse.
3) Collaboration:
Networks with state and non-profit agencies that assist the homeless population.
Meets regularly with representatives from such organizations as the Homeless Coalition, FOR Families, MATT team at the motels, DCF, Department of Revenue (DOR), Department of Transitional Assistance (DTA), MassHealth, area shelters and similar agencies.
4) Technology and Tracking:
Ensures that EA Intake Coordinators enter and track the demographics of the homeless population they service, such as household size and composition, language spoken, special medical or other considerations, reasons for homelessness, domestic violence issues, substance abuse issues, refusals of placement and all other relevant issues.
(5) Other
May provide direct client services as necessary and appropriate.
PREFERRED QUALIFICATIONS:
1. Knowledge of common individual and/or family income and assets.
2. Knowledge of the principles, methods and techniques of customer service.
3. Knowledge of the principles and correct usage of the English language involved in writing narratives, including grammar, spelling, sentence structure, word meaning and punctuation.
4. Knowledge of interviewing techniques.
5. Ability to utilize more complex applications of the laws, rules, regulations, programs, policies, procedures, specifications, standards and guidelines governing agency operations and assigned unit activities.
6. Ability to read, interpret, apply and explain the provisions of the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing agency operations and assigned unit activities.
7. Ability to read, interpret and apply Federal, State and local social services programs, laws, statutes and regulations that affect eligibility for financial assistance, such as worker's compensation, social security and unemployment insurance.
8. Ability to use investigative techniques in conducting interviews and obtaining pertinent factual information.
9. Ability to understand and apply knowledge of the principles, practices, and techniques of supervision in order to demonstrate ability to supervise, including planning, organizing, assigning and coordinating work according to the nature of the job to be accomplished, the capabilities of subordinates and available resources.
10. Ability to communicate effectively both orally and in writing, such as giving written and oral instructions in a precise and understandable manner, accurately recording information provided orally and writing concisely with a clear expression of thoughts and the development of ideas in a logical sequence.
11. Ability to prepare clear, concise and logical narratives.
12. Ability to maintain accurate records on information provided either orally or in writing.
13. Ability to perform and/or understand and explain arithmetic computations with accuracy (addition, subtraction, multiplication and division).
14. Ability to determine the applicability of client data, to draw conclusions and make appropriate recommendations.
15. Ability to deal tactfully and establish and maintain harmonious working relationships with others including working in a team setting, functioning successfully in group situations, establishing rapport with persons from different ethnic, cultural and/or economic backgrounds, interacting with and demonstrating empathy to people who are under physical and/or emotional stress and maintaining a calm manner in stressful and/or emergency situations.
16. Ability to exercise sound judgment, including the exercise of discretion in handling confidential information.
17. At least intermediate proficiency using Microsoft Word and Excel. Is adept at learning new technology, software programs and applications.
18. Bilingual candidate preferred (ability to read, write and speak Cape Verdean Creole, Haitian Creole, Portuguese and/or Spanish).
COMMENTS/SALARY RANGE
This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days, as needed. Positions available at Various locations throughout the Commonwealth.
Please attach a resume and cover letter when applying for this position.
Salary placement is determined by years of experience and education directly related to the position and the Human Resources Division's Recruiting Guidelines. In the case of a promotional opportunity, the salary provisions of the applicable collective bargaining agreement will apply to placement within the salary range.
Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.
PRE-OFFER PROCESS:
A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Department of Housing and Community Development prior to the candidate being hired.
First consideration will be given to those applicants that apply within the first 14 days.
MINIMUM ENTRANCE REQUIREMENTS:
REQUIRED WORK EXPERIENCE: At least five years of full-time, or equivalent part-time, professional experience in social work or social casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling. Based on assignment to second-level supervisory positions, at least one year of this experience must have been in a supervisory capacity.
SUBSTITUTIONS:
- A Bachelor's or higher degree may be substituted for two years of the required non-supervisory experience on the basis of two years of education for one year of experience.
- One year of education equals 30 semester hours. Education toward a degree will be prorated on the basis of the proportion of the requirements actually completed.
- No substitutions will be permitted for the required supervisory or managerial experience.
LICENSES: Based on assignment, travel may be required. Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Motor Vehicle Operator's license or the equivalent from another state.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
