Engagement Specialist, CGRC

Summary: Engage clients of the Opportunity Center, perform initial assessment, identify needs and direct/refer the client to the appropriate resource.  Deliver excellent customer service by providing clients with general information, computer assistance and seminar enrollment.

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:

• Engage all clients by understanding and addressing their needs and referring them to the appropriate resource(s). 
• Answer and redirect incoming calls.
• Collect and distribute daily mail.
•  Perform initial assessment utilizing the pre-assessment tool.
• Assist with bringing clients to the referred program and ensure the client is engaged by that program.
• Monitor the Opportunity Center; address special circumstances/situations/needs within the Opportunity Center.
• Place supply orders for the Opportunity Center.
• Responsibilities include answering phones, greeting clients, client referrals; may be first point of contact for clients both existing and new.
• Attend weekly Triage meetings.
• Understand all facets of SMOC programs located within the Opportunity Center and resources available externally.  Stay abreast of and understand new services offered by SMOC.   
• Provide clients with computer assistance and seminar enrollment where appropriate.
• Provide excellent customer service and answer client’s questions.
• Support and assist Case Managers within the Opportunity Center.
• Perform data entry including updating data/case notes, CSG and referrals.
• Provide front desk coverage and administrative support as needed.
• Attend & participate in Opportunity Center and engagement team meetings, follow up with client service plans and communicate effectively with clients and staff in other specialty 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:

• High School diploma or equivalent work experience.
• Previous customer service experience preferred.
• Must have a general understanding of the programs offered within the Adult Opportunity Center.
• Must have an understanding of addiction and recovery and be comfortable working with homeless/low income population.
• Strong computer skills including housing and job search techniques; Word, Powerpoint and Excel.
• Working knowledge of health insurance, including MA health, SSDI and legal services.
• Proven effective verbal & written communication skills.
• Flexibility is a must. 

Organizational Relationship: Directly reports to Director of Triage and Supportive Housing.

Physical Requirement: N/A

Working Conditions: This position requires mobility throughout the Opportunity Center and other programs at 7 Bishop Street in order to assist the clients effectively and may not have a defined office.  As part of the responsibilities of this position, the Engagement Specialist 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.