Job Description

Full job description

Front Office & Intake Coordinator

ABOUT HOMEWARD PIKES PEAK

The mission of HPP is to work with individuals and families in our community to achieve their full potential through supportive housing and recovery services, to rebuild dignity & self-sufficiency, and permanently exit homelessness. Our efforts focus on overcoming the barriers to developing and maintaining stable housing and sober living. To do this, we adhere to commonly held social work values of service, social justice, dignity and worth of the whole person, importance of human relationships, integrity, and competence. We believe that these values infuse the work of HPP and are a guidepost to which our staff and partners should aspire.

The primary function of this role is to professionally attend to visitors (clients, prospective clients, board members, community members), answer phone calls, welcome guests, and to provide accurate and concise information regarding Homeward Pikes Peak’s programs and services. This position serves as the front desk support to our client-centered organization working with formerly homeless individuals who are on the path to recovery and independence.

Additionally, the Front Office and Intake Coordinator performs Case Management duties such as triage crisis calls and performs intakes of new and perspective clients, and provides information and referrals to the appropriate care team. The ideal candidate has working knowledge and experience with people from diverse socioeconomic and ethnic backgrounds, the population that’s experiencing homelessness, and individuals dealing with addiction and recovery. Experience working at a shelter, food bank, or places that provide emergency assistance is a plus.

This position reports to the Human Resources Manager and is performed entirely at 2010 E Bijou Street. The required hours are 8:30 AM – 4:30 PM, Monday through Friday.

DUTIES AND RESPONSIBILITIES

Front Office Coordination:

• Answer phones – provide accurate information on current programs, provide direct resource referrals outside of HPP when necessary, and take and relay messages accurately including voicemails.
• Greet clients and manage client activity as they arrive for appointments with Case Managers, Clinicians, or other staff.
• Greet visitors to the office that meet with management, bring in-kind donations, and attend meetings.
• Support the stocking and replenishment of office supplies, kitchen needs, building needs, and work with the Director of Business Operations for replenishment of supplies.
• Track and provide receipts for in-kind donations.
• Routinely prepare and tidy shared meeting spaces as needed; routinely tidy office supply and cleaning storage spaces; and routinely stock restrooms with necessary supplies.
• Occasionally run errands in support of the business.
• Provide administrative support to the Human Resources Manager and Director of Business Operations, and any other department requests.
• Ensure the storage donations and company phone lists are up to date.
• Other duties as assigned.

Intake Coordination:

• Answer phones and promptly triage calls of a crisis nature, provide accurate information on current programs, provide direct resource referrals outside of HPP as necessary, and take and relay messages accurately.
• Meet with prospective clients to assess eligibility by performing screening and intakes.
• Promptly enter data into HMIS and other outcome tracking tools and client files and adhere to data quality goal (90%).
• Work with the Housing First, Outreach, and Clinical teams to report direct services responsibilities, intake activities and stay up to date with department processes.
• Other duties as assigned.

HOMEWARD PIKES PEAK TEAM RESPONSIBILITIES

• Attend and participate in staff meetings.
• Attend, participate and interact with donors or fundraising events as requested.
• Maintain office environment to professional standards.

KNOWLEDGE, SKILLS, ABILITIES

Required:

• In order to be able to bill Medicaid for services performed, one of these is required:
• -- Bachelor’s degree in a Human or Social Services field, or
• -- QBHA (Qualified Behavioral Health Assistant), or
• -- CAT (Certified Addiction Technician), or
• -- CAS (Certified Addiction Specialist).

• Great communication and interpersonal skills & basic understanding of our client base, and the ability to discern requests from clients and callers. The power of observation is critical.
• Present yourself and HPP professionally at all times.
• A sense of calmness, humor, grit, tenacity, and maturity are mandatory.
• Ability to manage occasional high-stress situations.
• Ability to manage routine tasks and recognize the obvious timing of necessary actions to keep the office fully functional.
• Working proficiency with Microsoft Office Suite especially Outlook, Excel, and Word.
• Attention to detail, with an eventual ability to see what needs to be done with minimal direction.
• Familiarity with individuals experiencing homelessness, substance abuse, and mental illness.
• Understanding of regulations and standards regarding privacy and confidentiality in the provision of direct services.
• Ability to maintain professional boundaries with clients, flexibility, creativity, compassion, and professionalism.
• Current valid drivers’ license and personal auto insurance are required.

• Lived experience with a deep understanding of challenges related to homelessness, mental illness, and substance abuse is helpful.
• Addiction counseling knowledge, experience, or certification is preferred.
• Experience working at a shelter, food bank, or places that provide emergency assistance is a plus.

PHYSICAL DEMANDS

The physical demands 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 enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to use stairs to open the locked front door for anyone ringing the doorbell. The employee must be able to sit at a desk or conference table; and talk or listen when interacting with various individuals and groups. The employee must be able to stand while conversing with various individuals; and walk throughout the office and parking lot. The employee routinely is required to use hands to finger, handle, or feel to operate the computer or telephone; may be required to stoop, kneel, or crouch to communicate with clients and guests, and to place items in or get items from low drawers or shelves. The employee must occasionally lift and/or move up to 25 pounds, which is generally office supplies, such as reams of paper, files, and forms, deliveries, and may include small furniture items.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to airborne viruses, bacteria, or other bodily pathogens carried by clients or guests and may be present in the office. The noise level in the work environment can range from quiet while in a private office to loud while there are televisions and equipment operating, phones ringing, light to heavy traffic, and people talking.

COMPENSATION AND BENEFITS

The pay range for this position is $19 - $22 per hour. This is a full-time position authorized to work 40 hours per week and is scheduled to work from 8:30 am to 4:30 pm.

HPP offers paid holiday, vacation, and sick leave for full-time, regular employees. Other benefits include medical, vision and dental insurance that the employee may select at one-half the cost of the monthly premium. Additionally, short term disability, accidental death and dismemberment, life insurance, and EAP is provided at no cost to the employee. Participation in 401K is also offered.

Please apply directly through the job board or send a cover letter and resume to Human Resources at [email protected] .

Homeward Pikes Peak is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Homeward Pikes Peak makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Front office coordination: 1 year (Required)
• Case management: 1 year (Preferred)

License/Certification:

• Driver's License (Required)
• Bachelor's degree, or a QBHA, CAT, or CAS? (Required)

Ability to Commute:

• Colorado Springs, CO 80909 (Required)

Work Location: In person

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