Employment Opportunities

Client Services Specialist (CSS) 

Brookdale Resource Center

Part-Time

The Client Services Specialist will provide program support services either in the morning, evening, overnight, or weekend depending on shifts designated by the supervisor. Provide welcoming, attentive customer service to our residents through utilization of knowledge and proficiency in all aspects of CSS duties. Position is responsible for expanding their knowledge of services available for the target population through continuing education (training) opportunities and willingness to learn new tasks. This position must maintain the security and confidentiality needed for this type of specialized program. The Client Services Specialist must be available to intervene in conflict or crisis situations and is responsible for maintaining documentation, ensuring the smooth operation of programs during their assigned hours. The Client Services Specialist will work with other staff and volunteers to create a supportive community, helping to meet the needs of each resident. 

Role and Responsibilities

The role of a Client Services Specialist (CSS)  is to screen and coordinate the intake of new and potential residents. In addition, a CSS oversees the discharge process. 

  • Answer phone calls from potential clients and/or referral agencies about the intake process, eligibility criteria, and available beds

  • Pre-screen any potential clients who call over the phone to determine eligibility for program

  • Conduct in-person intake interviews with new clients

  • Provide new clients with an orientation to the center, our services, and rules/policies.

  • Ensure intake forms and supporting documents (ID’s, etc.) are properly filed and organized

  • Ensure sufficient supplies are available and intake packets are available for the shift’s intake needs

  • Communicate with case management staff (and relevant team members) pertinent information and needs of new clients.

  • Oversees the discharge planning and procedure

  • Coordinates discharge of clients and ensures all documentation and discharge protocol is completed

  • Provide a shift report to the following shift

 

Shift Specific Roles and Responsibilities:  responsibilities vary and may include duties from other shifts

 Day Shift: 8am-5pm

    • Document all incidents in a timely manner

    • Communicate relevant updates to team members

    • Support front desk responsibilities, including answering phones, dispensing snack boxes, medication, etc.

    • Monitor front doors and entryway, wristband, and mask compliance

    • Provide donation information to community members and accept appropriate donations

    • Contacting appropriate emergency response agencies; Document hospitalizations

    • Direct volunteers to appropriate or needed tasks

Evening Shift: 5pm-1am

    • Enforce curfew and lights out rules

    • Lock showers and complete end of shift procedures

    • Conduct room checks

Late night shift: 12am-8am

    • Nightly room checks

    • Open center doors in the morning

    • Prepare logs the upcoming day, file logs from the previous day

 

Additional Roles and Responsibilities: duties shared with other positions on shift

  • Support meal service, where needed

  • Room checks

  • Laundry assistance

  • Assist outside agencies/resources with events and activities

 

Qualifications and Education Requirements

  • High school diploma with a minimum of two (2) years of customer service experience or social services experience in a recovery environment will be considered.

  • Strong organizational skills and commitment to substance abuse and disease concept focused treatment models.

  • Excellent written and verbal communication skills

  • Proficient in Outlook and Microsoft Word and other Software Package

 

Competencies

  • Critical thinking: assess client’s needs and limitations to make a quick determination if the potential client is a proper fit

  • Motivated self-starter: compelled to take action in the workplace without requiring additional prompting from supervisors.

  • Communication skills: Client Services Specialists often interface with the client, their family, and partner agencies

  • Attention to detail: Client Services Specialists complete intake documentation and enter information into multiple data systems

  • Conflict resolution and de-escalation: the informal or formal process that two or more parties use to find a peaceful solution to their dispute.

  • Compassion: intake and discharge are high stress moments. It is essential for intake coordinators to be able to care and support clients when they are vulnerable or experiencing distress.

  • Patience: with clients who have difficulty expressing their needs or repeat bothersome behavior

  • Organization: to be able to maintain accurate records

 

Reporting and Relationships

All staff are supervised by a shift manager for day-to-day questions, but CSS report to the Center Manager or the Director for scheduling, operations, and management.

 

Principal Accountabilities

  • Promote exceptional customer service for our guests/clients during all stages of their visit

  • Function as a team member at all times by communicating effectively and diplomatically, being approachable and willing to assist coworkers, maintaining a positive and proactive attitude, and promoting interdepartmental communication and cooperation

  • Provide service tickets and/or directions on where and how to access services at GWC

  • Manage phone system and properly direct incoming calls

  • Provide appropriate referrals to community services based on client request(s)

  • Maintain a shift log of activities.

  • Assess and respond to resident crises or conflicts.

  • Assess and manage emergencies according to Gateway Center’s emergency protocol.

  • Identify appropriate responses to emergency protocol triggers.

  • Identify when external assistance is needed and contact appropriate party (i.e. supervisor, law enforcement, medical assistance, etc.).

  • Monitor the safety and security of the facility and/or dorms.

  • Participate in the ongoing development of shelter safety and emergency

  • Work to increase level of cultural sensitivity, awareness and competency

 

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 regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

 

Shifts available: Saturday and Sunday: Midnight to 8 am and 5 pm - 1 am.

To apply: Please submit your resume to Alison Bender at careers@brookdalerc.org.