Client Care Specialist

THE SALVATION ARMY

NORTH & CENTRAL ILLINOIS DIVISION

Mobile Crisis Response and Shelter Program Referral Center

POSITION DESCRIPTION

POSITION TITLE: Client Care Specialist

LOCATION/DEPT: 10 South Kedzie

REPORTS TO (TITLE): Program Director

FLSA CATEGORY: Non-Exempt

STATUS TYPE: RFT

PAY GRADE: 205 ($18.11-21.74)

WHO WE ARE

At The Salvation Army, we are dedicated to Doing the Most Good. We are made up of thousands of officers, soldiers, staff, volunteers, donors, and partners working together to holistically meet the physical, emotional, and spiritual needs of our most vulnerable neighbors.

EMERGENCY HOMELESS ASSESSMENT AND REFERRAL CENTER VISION

To support the full mission of The Salvation Army by providing compassionate, professional services to the clients with centralized shelter intake, transportation, and crisis response to effectively meet the needs of vulnerable Chicagoans who are at risk of or experiencing homelessness.

Working with Chicago's 311 City Services, the Mobile Crisis Response and Shelter Referral Center will be the first point of contact for Chicagoans seeking shelter as well as other crisis response services. Critically, the services covered in this program need to be provided 24-hours a day, 7-days a week, 365-days per year, and across the entire City of Chicago.

JOB SUMMARY

The Client Care Specialist will collect client information from Mobile outreach staff, entering client information into the Homeless Management Information System (HMIS), update existing entries, and organize hard copies of information appropriately and report as required to the centralized database. This position will also help in planning for future data needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Serve as the Homeless Management Information System administrator.

• Maintain a detailed and organized system to ensure accuracy of data entry in the Homeless Management information System (HMIS).
• Run Monthly reports on data quality.
• Prepares, compiles, and sort documents for data entry. Verifies and logs receipt of data. Transcribes source data into the required electronic format. As needed will transfer information from paper formats into computer files using keyboards, data recorders, or optical scanners.
• Establishing data entry standards by continually updating filing systems to improve data quality.
• Addressing data inconsistencies by working with administrative staff to locate missing data.
• Attending to data queries and reporting any major data errors to management.
• Adhering to best data management practices and maintaining a high standard of accuracy and efficiency.

2. Other duties as assigned.

• Attend staff and required meetings to collect information and to share HMIS needs and updates.

REPORTING RELATIONSHIPS

This position reports to the Program Director.

In contacts related to this position's duties, this individual act as a representative of The Salvation Army and its mission.

PERFORMANCE MEASUREMENTS

This individual will be evaluated on how effectively the outcomes of this position are achieved, as well as the timeliness, accuracy, and completeness of accomplishing assigned goals.

An evaluation of how effectively staff responds to the services being provided will also be done.

A 30, 60, and 90-day performance review will be conducted.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

• Minimum of high school diploma or GED equivalent.
• 2 plus years of experience working in data entry.
• Working experience with homeless families or individual population is a plus.
• Experience with a computer based work environment and an excellent working knowledge of Word and Excel.

COMPETENCIES

• Willing to promote the mission of The Salvation Army.
• Able to work as a team member and well with others.
• Demonstrated ability to use initiative and be a self-starter.
• Excellent communication (verbal and written) and interpersonal skills.
• An ability to work with confidential material.
• Able to use diplomacy and good judgment.
• An attention to detail.
• Solid time management skills and the ability to prioritize tasks.
• Flexibility in work schedule.
• A positive attitude and the ability to be flexible in light of changing job situations/priorities.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• This position is required to do light physical work and must be able to walk up two flights of stairs and lift up to 25 pounds.

• In order to successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and a PC. The individual will remain stationary for long periods of time; frequently required to reach with and use arms and hand and will be required to stoop, kneel or crouch.
• The work environment for this position includes an office environment with a low to moderate noise level. Must be able to work with clients that have poor social skills, suffer from mental illness, and have substance abuse problems.
• Maintain positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers and supervisors. This would include but not be limited to such actions: resolution of conflicts in a positive manner; courteous treatment of staff, clients and visitors; respect of others' property and person, professional and appropriate communication to and about co-workers, supervisors and subordinates. Support the Mission of The Salvation Army by treating every donor, contact and colleague with respect and dignity, and without discrimination of any kind.