Allegheny Link Service Coordinator

Allegheny Link Service Coordinator

Summary
This professional service coordinator position sits within the Office Community Services for the Allegheny County Department of Human Services. The Service Coordinator serves as the first contact for community members to access the Allegheny County Homeless Continuum of Care (CoC). This position is responsible for providing resource coordination and supportive advocacy to those experiencing homelessness and/or in a housing crisis through eviction prevention work.
Position requires incumbent to be available to work 3 staggered work shifts between the hours of 8 a.m. and 5 p.m., Monday through Friday, with shifts being rotated on a weekly basis. Communication with individuals reaching out to the Allegheny Link is mainly over the phone when individuals call into the Allegheny Link hotline. Assistance is also required to be provided to those individuals presenting in person to the Human Services Building as well as emailing into the Allegheny Link.
This position is currently staffed within a formalized hybrid working model with remote work and in office work within those rotating shifts. It is required and expected the Service Coordinators work in office at least 2 days per week with the potential of an additional day when staffing requires it. Service Coordinators are expected to be in office for staff meetings and other DHS meetings/trainings as required.

Essential Duties and Responsibilities

• Required to meet with individuals and families in person at the Human Services Building to work to support with services and support to meet their needs.
• Required to respond to phone inquiries from individuals and families to determine through open conversation and informal needs assessments what immediate needs the clients have and assist with addressing those needs.
• To engage with individuals, families, and professionals with dignity and respect and in a way in which they are comfortable to ensure a positive and inclusive experience.

• Seeks innovative approaches to meet the unique needs of those we support.
• Assists in and/or provides supportive listening and/or crisis intervention as individuals and families present in varying levels of crisis (over the phone or in person).
• To provide information and guidance on homeless and housing services and support.
• Obtaining HUD required Coordinated Entry data.
• Completing the Allegheny Housing Assessment (AHA) in a collaborative conversation with individuals and families.
• Ensuring individuals and families are knowledgeable on how to move forward in their housing plans.
• To provide preliminary eligibility screening for other publicly and privately funded programs in addition to the presenting need.
• To educate on program options available and next steps needed with planning for success with those options.
• When needed, advocates on an individual’s behalf and, when appropriate, assists individuals to empower themselves to advocate on their own behalf.
• Serves as an expert clearing house on resources and services.
• Advocates on a system level to ensure timely access to services and support for individuals and families and at times act as a liaison between CoC providers to ensure connections.
• Assists in and/or provides crisis intervention with follow-up (including but not limited to mandated child abuse and adult abuse reporting); appropriately implements mandated.
• reporting policies and procedures.
• Assists in completing benefit/program related paperwork.
• Provides follow-up for client contact as needed and appropriate.
• Maintains HMIS with all client related activities.
• Participates in staff meetings, trainings and other related events as a resource specialist representing DHS OCS.
• Identify and communicate opportunities to improve processes and services, including need trends and gaps in service for continuous improvement.

Knowledge, Skills and Abilities

• A passion for ending homelessness.
• Embracing a “whatever it takes” attitude toward meeting the needs of people served.
• Ability to acquire a thorough understanding of all local, state and federal health and human services programs with an emphasis on resources often utilized by people overcoming housing crises.
• Quickly establishes rapport and trust with people served coming from incredibly diverse life experiences.

• Communicates effectively, both orally and in writing.
• Builds positive partnerships with a wide range of individuals and organizations.
• Ability to learn and utilize web-based and PC software and email to develop reports and document services provided. A majority of this work is required “in real time” while assisting individuals and families.

• Manges time and works well under pressure, while maintaining confidentiality and professional conduct.
• Strong organizational skills, problem solving skills and judgement.
• An understanding of the principles of Harm Reduction, Trauma-Informed Care, and Housing First.
• Experience in implementing services guided by these principles is a plus.

• Strong ability to work independently as well as part of a high-performance team of professionals with an office culture of cohesive teamwork and respect.
• Ability to efficiently manage time and work well under pressure of a fast-paced office environment, while maintaining confidentiality and professional conduct.

Supervisory Responsibilities
This job has no supervisory responsibilities.

Additional Responsibilities
From time to time the employee will be required to perform additional tasks and duties as required by the employer.

Education/Experience Requirements
Master’s degree in a field of study related to social services.
-OR-
Bachelor’s degree in a field of study related to social services with at least two (2) years’
experience of field work related to social services.
-OR-
Any equivalent combination of education and experience which meets the required knowledge, skills and abilities.

Certificates, Licenses, Registrations
Act 33 & 34 clearances.

This position will be formally employed by Community Family Advocates. In this capacity, the individual will report directly to Allegheny County Department of Human Services and will carry out day-to-day responsibilities under the direction, supervision, and operational guidelines of the Allegheny County Department of Human Services. While Community Family Advocates will serve as the official employer for administrative and human resources purposes, the role will function as an integrated part of Allegheny County’s team.