Care Specialist

Department: Mission Impact

Reports To: Resident Care Coordinator

FLSA Status: Non-exempt/hourly – Part-Time

Please note that this role is a PRN/as needed position that assists with coverage. The shifts needing coverage are either 8AM - 4PM or 4PM - 12AM.

WHO WE ARE: We offer compassionate support and safe housing choices for survivors of domestic violence and their children. We specialize in fresh starts – letting survivors lead the way in creating their own paths forward. We serve everyone – women and men, transgender and nonbinary – because everyone is welcome, everyone belongs.

Per-Diem Care Specialists work on an as-needed basis when regular FT or PT staff are unavailable. The Care Specialist participates in the 24-hour front desk staffing of Coburn Place and represents the core values and mission of the organization to provide support services to Coburn Place survivors, visitors, volunteers, staff, and the community at large. Serves as the first point of contact for people entering the facility and is responsible for ensuring a safe, welcoming, hospitable, and trauma-informed environment. Provides emergency and essential services to survivors of domestic abuse, in conjunction with the Advocate team. Connects survivors with 24-hour emergency on-call Advocate staff for issues that cannot be resolved within the scope of the Care Specialist’s training and responsibilities.

REVIEW OF RESPONSIBILITIES includes the following. Other duties may be assigned.

1. Provides exemplary customer service to all Coburn Place clients on a daily basis and during crisis situations while maintaining a professional, confidential, and courteous relationship with them.
2. Handles and documents crisis calls utilizing appropriate community resources and referrals.
3. Becomes familiar with each resident’s safety plan and take appropriate action when necessary.
4. Acts as the first point of contact and represents Coburn Place while receiving all callers, clients, and visitors via telephone/email/text, or on-site in a professional and courteous manner.
5. Ensures the safety and security of all clients and visitors by monitoring the security of the grounds, facility, and gate through the established procedures and maintenance of the visitor/volunteer log.
6. Communicates with the appropriate staff regarding any security or safety concerns of the facility.
7. Maintains an accurate log of all activities and incidents during shifts.
8. Communicates pertinent information with other staff via shift logs in a professional and confidential manner.
9. Uses good judgment and decision-making skills to address client needs within the parameters of Coburn Place policies and procedures.
10. Responds to all security, weather, and facility emergencies, as needed.
11. Maintains strict confidentiality with all client, donor, or visitor information and activities.
12. Assists staff with clerical duties, projects, assignments, etc. that may need to be completed.
13. Directs donors, prospective donors, and volunteer inquiries to the Development Dept.
14. Promotes an open and supportive flow of communication within departments.

Competencies:

• Customer Service
• Teamwork
• Dependability
• Communication
• Adaptability

TYPICAL INTERACTIONS:

• 50% with resident survivors
• 25% with Coburn Place staff
• 25% with visitors

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of Coburn Place. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

EDUCATION and/or EXPERIENCE:

• High school diploma or general education degree (GED/GRE)
• Two years related experience and/or training; or equivalent combination of education and experience is required.
• Associate's degree (A.A.) or equivalent from a two-year college or technical school is desired.
• Experience working in a customer service-oriented environment preferably in a non-for-profit environment is desired.

OTHER QUALIFICATIONS: Must understand and experience working with individuals in crisis situations. The ability to maintain proper boundaries with clients while having empathy for their domestic violence situation is critical. The ability to maintain rapport with a diverse group of clients, employees and service providers is essential. Bilingual (Spanish/English) candidates are desired.

PHYSICAL REQUIREMENTS:

The physical requirements 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 individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; talk or hear. The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

ADA DISCLAIMER:

Essential functions, as defined under the Americans with Disabilities Act, may include any of the above representative duties, knowledge, and skills. This job description is illustrative only and is not a comprehensive list of all functions and duties performed for this position. Factors such as regular attendance on the job are not routinely listed in job descriptions but are an essential function.

DEIA Statement:

Everyone is welcome, everyone belongs.

It’s one of our core values. We welcome diversity. We are proud to say inclusion is what we do at Coburn Place every day. We value equity – no matter where you started or how you created your path. And we meet people where they are, respecting our differences. We are committed to infusing diversity, inclusion, equity and accessibility into everything we do as we work together as one connected team to serve survivors. At Coburn Place, we believe everyone deserves a safe home. We also believe everyone deserves a safe workplace.