Intake Front Desk, HCEC

Summary: Responsibilities will include greeting clients at the City of Marlborough Human Services office front desk, assessing client needs, performing brief housing counseling, referring clients to appropriate HCEC and/or SMOC programs. Provide administrative support to the HCEC team and function as a member of the SMOC front desk staff group.

Why Work for SMOC?

• Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
• Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
• Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
• 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
• Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
• Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.

Primary Responsibilities:

• Respond and perform triage with walk-ins at 255 Main St. Room 113, Marlborough including families facing a housing crisis.
• Conduct brief counseling sessions for HCEC clients.
• Assist Marlborough Program Supervisor with clients' appointments; gather required forms and documents, and recertification applications for Fuel Assistance.
• Respond to client inquiries for Fuel Assistance via telephone; refer clients as appropriate.
• Provide initial information and referrals (I&R) for community-based resources such as childcare, education, job-training, fuel assistance, behavioral health, food, transportation, legal advice, medical care, counseling, parenting skills, and other services.
• Collect CSBG demographic data by completing an intake form for every client seeking assistance; and report on all referrals made thru CSBG Intake. 
• Refer clients to all workshops offered by SMOC, Career Center and HCEC. Share information about HCEC's housing and financial literacy workshops.
• Provide individuals and families general information on local housing opportunities and application processes. 
• Maintain accurate client records by following HCEC filling system, collecting client documents, making copies, and providing administrative support as needed.
• Participate as a member of HCEC team; attend all staff meetings and trainings, as required.
• Participate as a member of the City of Marlborough Human Services team, attend required meetings as necessary.
• Participate as a member of Family Emergency Services team; attend all staff meetings and other trainings, as required.
• Serve as back-up for the Marlborough Program Supervisor at the Marlborough office to triage and provide information and referrals to walk in clients and to conduct Fuel assistance applications.
• Provide assistance to United Way during food pantry/clothes bank days; also during holiday season with receiving donations, as needed.
• Link clients to SMOC components for additional services.
• Assist HCEC Team with utility negotiation and file processing as needed.
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• Communicate effectively with clients and staff in other areas.
• Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
• Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
• Other duties as assigned.

Knowledge and Skill Requirements:

• Associates Degree in social services discipline, or 2 years of direct-care/social service experience, or 3 years experience performing customer service.
• Experience providing services to low-income consumers.
• Strong oral and written communication skills in English; bilingual in Spanish strongly preferred.
• Working knowledge of Microsoft Office applications, Internet search, and E-mail.
   

Organizational Relationship: Directly reports to HCEC Program Supervisor. Indirectly reports to HCEC Director.

Physical Requirement: Ability to lift a maximum of 25lbs. Ability to drive.

Working Conditions: As part of the responsibilities of this position, the Housing Consumer Education Center Intake Front Desk will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.

Monday through Friday: 9:00AM - 2:00PM. Includes a 1-hour unpaid lunch break.
20 Hours per week.