PRN HSP Homeless Hotline Representative

Description

HSP Homeless Hotline Representatives fulfill several essential tasks related to delivering a service to a caller. In many industries, a representative assists an operations lead /director. In this role, they help the lead and director establish the parameters and requirements of a project or work with a caller. Upon completion of the tasks by the technical teams, the Representatives help the operations lead and/or director with integration and testing. After the service has been delivered to the client, the representative helps with the development of training manuals and materials, as well as any other callers’ information. 

To ensure that no child sleeps on the street or in a place unmeant for human habitation, this position focuses on addressing homelessness by answering calls to a 24/7 hotline for families in need. Responsibilities include screening callers, referring them to appropriate services, and entering caller information into a CoAction Net database system. The role promotes a culture of innovation, lifelong learning, and personal growth.

Leverage technology to improve program efficiency and service quality by promptly and compassionately answering calls to the Homeless Hotline during assigned shifts while maintaining a professional and calm demeanor.

• Answer calls immediately or respond to voicemail promptly during shifts.
• Assess caller needs based on established protocol guidelines.
• Verify if the caller meets the criteria for shelter assistance.
• Attempt to mediate with at least three collateral contacts to prevent shelter stay.
• Refer callers to shelters or motels as needed, following procedures.
• Use effective problem-solving, decision-making, and negotiation skills.
• Exercise flexibility within guidelines to address caller needs.

Ensure excellence in program delivery by maintaining full accountability for performance quality and leveraging technology skills for electronic document filing and caller resources.

• Enter caller details and outcomes into CoAction Net system.
• Connect to CoAction Net system at the start of each call for accurate case notes.
• Accurately enter the caller's identifying information before saving.
• Prioritize and manage workload independently, ensuring all call data is entered by the shift’s end
• Use technology to research and direct callers to appropriate community resources.

Utilize communication and people skills, and the ability to handle high-stress calls calmly, operate various technology devices, work independently with minimal supervision, attend monthly staff meetings, de-escalate hostile clients, and be available for on-call hotline support during and outside office hours, including nights, weekends, and holidays.

• Attend staff meetings monthly
• Basic knowledge of community social services
• Strong people skills
• Clear and effective phone communication with callers
• Remain calm and professional during high-stress calls
• Ability to think creatively and problem-solve quickly.
• Complete duties with minimal supervision
• Operate technology (laptop, multi-line phone, email, Outlook)
• Learn and use various database systems (e.g., CoAction Net)
• Available for hotline calls during office hours and on-call after hours (nights, weekends, holidays)
• De-escalate angry and hostile clients
• Clear and effective written and verbal communication with supervisor
• Other duties as assigned

Other Responsibilities

• Basic knowledge of community service
• Good people skills
• Communicate clearly and effectively with callers by phone. 
• De-escalate angry and hostile clients effectively. 
• Remain calm and professional during high-stress calls. 
• Work independently with minimal supervision. 
• Operate technology devices, including laptops and multi-line telephones. 
• Utilize email, Outlook, and learn database systems i.e. CoAction Net. 
• Perform other duties as assigned.

Requirements

• HS diploma or GED required,
• Two years post-high school preferred
• Two year’s experience working in a social service or customer service environment 
• Two years of experience working with computers, databases, email, etc. Two years of experience working with vulnerable populations or people in crisis
• Maintain the utmost caller confidentiality at all times with sensitivity to the cultural and socioeconomic characteristics of low-income families.
• Technically proficient in operating essential office equipment, including computers. Skilled in performing routine office tasks such as document creation, file management, and email communication using Microsoft Office (Word, Excel, Outlook, etc.). Familiar with cybersecurity best practices (e.g., using strong passwords, recognizing phishing attempts). Able to learn job-specific software as needed.
• This is a PRN position, which means the employee works on an as-needed basis. Hours are not guaranteed and are scheduled based on operational needs, staffing demands, or coverage requirements. The employee is called upon to work when needed rather than working a regular full-time or part-time schedule.