Job description
Overview:
San Diego County Residence is Required. Responsibilities:
The Housing Support Program utilizes a rapid re-housing model to assist CalWORKs families who are facing homelessness to find and maintain housing. The program will provide participating families with intensive case management, housing identification, and financial assistance. The FS Program Assistant will support CalWORKs Employment Services families with qualifying emergencies in order to remove barriers preventing them from participating in their activities.
Program Assistants are the first point of contact for our housing department and are responsible for answering a high-volume housing phone line, monitoring and handling Microsoft Outlook-based inboxes for internal and external referrals, contacting, and scheduling intakes for individuals referred to the housing department. Program Assistants must contact customers within 1 calendar day of receiving a housing referral. Program Assistants will be responsible for explaining housing program eligibility requirements clearly and accurately, answer questions for customers as well as referring partners and provide relevant resources for customers who are in crisis. Program Assistants are also responsible for County paperwork and utilizing various databases for data entry and reporting tasks. Program Assistants are also expected to provide general support and assistance as needed to the Family Services department. To achieve this, it is expected that he or she will effectively communicate and collaborate with case managers, supervisors, managers and contribute to a healthy, positive work environment.
Specific Responsibilities:
Qualifications:
Required Experience:
Compensation:
Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, technology, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG employs approximately 2,000 professionals worldwide—all committed to delivering solutions that change lives for the better. The firm has extensive experience in all 50 states, Canada, and a growing practice in Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.
San Diego County Residence is Required.
PCG is seeking a highly organized, efficient and Family Services (FS) Program Assistant to manage the day-to-day referrals for the CalWORKs Housing Support Program and Family Stabilization Program. This individual will play a critical role in contacting customers who are referred to this department, ensuring our monthly metrics, established by the County of San Diego, are met with 100% accuracy and timeliness. This role is ideal for an experienced administrative professional with excellent attention to detail, interpersonal and customer service skills.
The Housing Support Program utilizes a rapid re-housing model to assist CalWORKs families who are facing homelessness to find and maintain housing. The program will provide participating families with intensive case management, housing identification, and financial assistance. The FS Program Assistant will support CalWORKs Employment Services families with qualifying emergencies in order to remove barriers preventing them from participating in their activities.
Program Assistants are the first point of contact for our housing department and are responsible for answering a high-volume housing phone line, monitoring and handling Microsoft Outlook-based inboxes for internal and external referrals, contacting, and scheduling intakes for individuals referred to the housing department. Program Assistants must contact customers within 1 calendar day of receiving a housing referral. Program Assistants will be responsible for explaining housing program eligibility requirements clearly and accurately, answer questions for customers as well as referring partners and provide relevant resources for customers who are in crisis. Program Assistants are also responsible for County paperwork and utilizing various databases for data entry and reporting tasks. Program Assistants are also expected to provide general support and assistance as needed to the Family Services department. To achieve this, it is expected that he or she will effectively communicate and collaborate with case managers, supervisors, managers and contribute to a healthy, positive work environment.
Specific Responsibilities:
Ensure standard operating procedures for the project are implemented and maintained;- Meet contract performance expectations and adhere to strict County and company policies
- Ensure customers/participants receive quality and timely services bycontacting them within 1 calendar day of receiving a housing referral
- Update multiple databases timely and accurately
- Complete necessary county paper documents and forms with required data or information
- Seek feedback and direction from direct supervisor and project leadership team
- Maintain strong working relationships with other departments and outside community partners
- Respond to and correct citations from the Quality Assurance Department in a timely manner
- Must be able to compile data in Excel and create reports for metric-based purposes
Qualifications:
Required Skills:
- Compassionate and engaging customer service; excellent communication by phone, email and in person
- Ability to handle multiple tasks under pressure; proactively communicate with their supervisor or other team members if they need support
- Ability to work with and relate to participants and demonstrate active listening skills; ability to de-escalate customers who are upset or in crisis
- Display a professional level of empathy for participants and respect for cultural differencesAbility to learn quickly in a fast pace environment
- Excellent accuracy and attention to detail
- High self-awareness and ability to accept feedback
- Ability to work across and communicate with all levels of management and staff
- Ability to track and report data accurately and timely
- Excellent problem-solving, decision-making, and organizational skills
- Solid technical, practical, and demonstrable skills with Microsoft Office Suite including MS Word, Excel, Microsoft Teams
- Ability to learn specialized databases and software systems
- Ability to respect and maintain the confidentiality of all materials in the work setting
- Understanding of modern office methods and practices, efficient with computers
San Diego County Residence is Required.
Required Experience:
- An Associate’s degree with 2 years of administrative, clerical, and customer service experience. Significant related experience may substitute for the educational requirements.
- Proficient with MS Office: Word, Excel, Outlook, PowerPoint.
- Previous experience with data entry, and multicultural staff and customers is a plus.
- Previous knowledge in TANF/CalWORKs and/or Social Services is not necessary, but desired.
Compensation:
Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides the following reasonable range of compensation for this role: $19.00 - $22.00 HR.
In addition, PCG provides a range of benefits for this role.
EEO Statement:
Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.
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