Access to Counsel in Eviction Specialist

POSITION SUMMARY STATEMENT: The Access to Counsel in Evictions (ACE) Specialist skillfully and compassionately connects Spanish and English-speaking Marylanders facing eviction with legal help as a central part of the Access to Council in Eviction Coordinated Intake System (ACE-CIS). ACE-CIS conducts legal intake interviews and refers those to partnering legal services organizations (LSO’s). As part of their work on ACE-CIS, ACE Specialists also offer tenants non-legal forms of support such as information for health and human service needs and other community resources. They also provide training, outreach, and public education focusing on the eviction process, community resources and the services provided by 211 Maryland United Way Helpline.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide skilled information and referral services in response to requests for legal counsel in eviction matters, primarily by phone. Interview callers and assess service needs using the principles of active listening. Use the computer to conduct a detailed intake and identify appropriate cases to refer to a participating LSO. Determine if callers meet eligibility requirements and availability of services. Assist callers with problem solving. Recognize and respond appropriately to people in crisis. Maintain accurate records of each contact with caller.
• Regularly undertake training on and maintain up-to-date knowledge of landlord-tenant law. Provide education and training on the information and referral process, community resources, community needs and human service issues to United Way staff , community groups, agencies, and other organizations. Make presentations on 211 Maryland United Way Helpline’s a products and services at community and business events. Conduct 211 call listening sessions for key stakeholders.
• Conduct follow-up on callers who were referred to an LSO by ACE-CIS per 211 MD United Way Helpline’s policy. Engage in special campaigns that are relevant and consistently changing in the way that we work.
• Develop and coordinate special projects that facilitate departmental objectives.
• Additional duties as assigned.

ACCOUNTABILITY:

• Is enthusiastic and has a positive attitude toward helping others
• Is interested and engaged with landlord-tenant issues.
• Experience working on a diverse team, and with diverse constituencies.
• Maintains excellent interpersonal and communication skills, including the ability to work as part of a team
• Flexibility in an ever-changing service delivery landscape.
• Ability to work independently and collaboratively in a fast-paced and complex work environment.
• Establishes and maintains supportive, professional relationships with UWCM staff and volunteers; effectively represents UWCM in the community; develops contacts in the community with civic organizations, non-profit and governmental agencies.
• Maintains connections and network within the community to form and maintain effective partnerships in the community.
• Displays cultural competence

INTERACTION:

Interface with callers, 211 Maryland United Way Helpline staff, volunteer/interns, other United Way staff, nonprofit community, and public audiences.

QUALIFICATIONS AND REQUIREMENTS:

• BA in social work, counseling, or other human services field with 1+ years’ experience. Could be substituted with 5+ years’ experience. Must complete Inform USA certification within two years of hire.
• Strong written and oral communication.
• Flexible and ability to work remotely with little supervision.
• Strong written and oral communication in Spanish and English.
• Preferred experience includes crisis intervention skills.

PHYSICAL DEMANDS: (sitting, standing, lifting, etc):

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.

Regular walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The employee must frequently talk and hear. Weights of up to 25 pounds are occasionally lifted. There is extensive use of a computer. Employee is primarily seated while performing the duties of the position.