Service Coordinator - Listen Community Services

Position:           Service Coordinator

Job Classification:          Exempt/salary, Full-time (40 hours per week)

Reports to:                       Assistant Programs Director

Objective: The Service Coordinator provides direct assistance and coordinates services in a respectful and supportive manner. Skilled in providing immediate support and advocacy, assisting clients in developing problem resolution plans, and maintaining confidentiality. Experienced in managing a small caseload, supporting clients in goal setting, addressing barriers, and navigating resources. Dedicated to maintaining accurate records, ensuring confidentiality, and contributing to program evaluation and planning for enhanced service delivery. Passionate about facilitating client empowerment and enhancing program effectiveness through collaboration and empathy.

Duties and Responsibilities

Intake and Assessment

• Intake and interview of clients to determine need(s) and eligibility for services.
• Assess client needs and direct available resources to meet needs including appropriate LISTEN programs as well as referrals to appropriate agencies.

Direct Client Service and Advocacy

• Provide timely service and advocacy for clients.
• Assist clients in developing plans for resolution of presented problem(s) in a supportive and respectful manner.
• Follow up with client and other agencies as needed as part of plan.

Short-Term Case Management

• Maintain a small (3-5) caseload of short-term case management clients.
• Support them with identifying goals, meet with them regularly, address barriers, and navigate resources to achieve those goals.

Documentation and Evaluation

• Maintain accurate and timely records on both individual clients and programs.
• Maintain confidentiality and obtain release statements as needed.
• Participate in on-going evaluation and planning of agency programs.

Reception

• As needed, provide coverage to the reception desk and intake duties.
• Cordially and promptly greet people visiting LISTEN and inform staff members of arrivals of clients or other guests.
• Answer, forward, and screen incoming phone calls, fax and voice mail inquiries, taking and distributing messages as needed.
• Determine initial need or area of interest of callers/visitors and schedule with staff member(s) as appropriate.
• Maintain the cleanliness and orderliness of the reception area and ensure that brochures and other promotional materials are appropriately displayed as resources for clients.

Other

• Collaborates closely with other Programs staff members and Listen colleagues.
• Maintain professional personal presentation.
• Participate in regular staff meetings and training.
• Other duties as assigned by Programs Directors or Executive Director.

Benefits: Full-time employees are eligible to enroll in the benefits (medical, dental, vision) after 60 days of employment, and 401k after 90 days of employment. Employees are also eligible for accrual of Paid Time Off.

Requirements

• Associate degree (preferably in Human Services, Social Work) or equivalent experience preferred.
• A demonstrated commitment to diversity, equity, inclusion and cultural awareness through actions, interactions, and communications with others.
• Positive, compassionate attitude and strong desire to help others.
• Previous experience in customer service or social service fields strongly preferred.
• Excellent communication and interpersonal skills to work effectively with a wide variety of stakeholders in collaboration with others and independently in a fast-paced environment.
• Ability to be flexible, problem solve, and maintain confidentiality.
• Strong organizational and time management ability and attention to detail.
• Familiarity with Microsoft Office.
• Willingness to provide information for background check processing.

This position is eligible for hybrid work, minimum of 3 days per week in-office required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Cognitive Skills: Ability to read, write, and verbally communicate effectively and professionally with coworkers, volunteers, donors, and the public. The employee is frequently required to speak over the phone, use written communication, send emails, use math skills, and use a computer. Ability to diplomatically deal with demanding situations and people, while exhibiting a consistent level of professionalism.

Physical Demands: While performing the duties of this job, the employee will frequently be required to sit at a desk and will occasionally be required to be on their feet, walking and standing. The employee will occasionally be required to reach, handle (hold, grasp, turn, or otherwise work with hand or hands), finger (picking, pinching, fine manipulation). The employee is occasionally required to bend, squat, climb stairs, push, and pull. The employee will occasionally be required to lift and/or move between 5-25lbs and minimally required to lift and/or move between 25-50+lbs.

Work Environment: The primary work environment is in an office setting with environmental controls, with both natural and LED light. While performing the duties of this job, the employee may be exposed to noise, and occasionally dust. The employee will also experience various seasonal temperatures and elements while working on various projects that may require them to be outdoors (tabling events with Community Partners).

LISTEN Community Services is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. We encourage all qualified individuals to apply for employment opportunities. If you require reasonable accommodation to complete the application process, please contact  (603) 448-4553 ext. 1003.

LISTEN Community Services, founded in 1972, is one of the Upper Valley region's most comprehensive social service organizations. LISTEN provides services and support to meet the critical needs of Upper Valley individuals and families in 26 area communities. At LISTEN we are passionate about helping families and individuals secure the resources that they need to be safe, fed, and housed.

www.listencs.org