Purpose
Engage clients over the phone in a conversation to discuss client needs, set appointments at partner churches, and offer encouragement.
Responsibilities
- Complete intake training and attend on-going Clearinghouse training opportunities
- Check client’s eligibility for services
- Return intake calls from the queue in the correct chronological order
- Gather and record vital information regarding client’s needs and life circumstances. Attempt to determine root causes for client’s struggles.
- Clearly summarize client’s needs on the Intake Form, fill out or update the Household Permanent Record Form, and complete appropriate appointment forms.
- Verify all information relevant to meeting the client need (for example, doctor’s appointment for a gas card)
- If we are unable to meet a need, refer clients to other appropriate agencies or services
- Review information gathered during the intake and confirm that the time and dates of appointments match what is listed on the Google Appointment sheet.
- Maintain client confidentiality
- Pray with clients over the phone
- Maintain a professional attitude with staff and other volunteers
- Communicate planned absences with Clearinghouse Coordinator
- Keep volunteer time record on the scheduling calendar
Qualifications
- Personal relationship with Jesus Christ and agreement with the Apostles’ Creed.
- Demonstrate ability to listen compassionately to callers and offer emotional support while refraining from offering advice. Discernment and a non-judgmental attitude is essential
- Ability to treat every client and volunteer with dignity and without discrimination
- Excellent telephone and communication skills
- Ability to fill out forms accurately and completely
- Ability to work independently and cooperatively
- Reliable and dependable
