Engagement Specialist

Role Overview

• 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.
• 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.

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.

Benefits

• 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.