Description:
Description
DEPARTMENT/PROGRAM: Social Services
JOB TITLE: Social Services Program Associate
FLSA STATUS : Non-Exempt
HYBRID ELIGIBLE: No
EMPLOYMENT STATUS: Full-Time
REPORTS TO: Director of Social Services
POSITIONS SUPERVISED: n/a
REPORTING REQUIREMENT: Non-Essential
POSITION DESCRIPTION:
The Social Services Program Associate is responsible for assisting in the daily operation and management of the Social Services division which includes the Resource Center, Eye Clinic and Clothing Closet programs.
PRIMARY JOB PERFORMANCE STANDARDS
- Serves as primary intake counselor capturing the identity and basic demographic information of all clients and meal guests receiving services from Shepherd’s Table.
- Staffs the Resource Center in conjunction with the Social Services Team, interns and volunteers.
- Provide on-going support to clients as needed while they are accessing services at Shepherd’s Table.
- Works in coordination with Interfaith Work, Kelly Healthcare Collaborative, Pathways to Housing and other service providers working with our client population.
- Provides in-house crisis intervention counseling utilizing Trauma Informed Care, Harm Reduction and De-Escalation Techniques.
- Assists with Shepherds Table participation in the annual point-in-time (PIT) survey each year.
- Assists with Shepherds Table internal surveys conducted throughout the year.
- Assists in facilitating patient scheduling and intakes for the Eye Clinic and coordinating with the Optometrist available dates and times. Works with a volunteer providing reception services for the Eye Clinic.
- Receives and processes mail, returning all old mail as necessary.
- Assists clients with vouchers for prescription assistance.
- Assists clients with tokens and cab fare for transportation to shelter and other services.
- Effective utilization of incident reporting systems or tools to record details, follow up on outcomes, and maintain incident logs.
- Effective following of HIPAA regulations and compliance requirements for safeguarding clients'/mail guests' information
- Works with clients to access other providers and government services.
- Maintains accurate program and client data on Salesforce and provides monthly reports.
Within 3 business days, track and follow up on the Resource Center and Clothing Closet email to reduce delays in assistance and strengthen partner coordination.
Oversee the clothing closet operations, including managing donations, supporting volunteers, ensuring the flow for Clothing Closet days, organizing the space, and scheduling donation pick-ups.
Oversee the resource center to ensure it is ready to assist on time, Monday to Friday, from 9 AM to 11 AM and 2 PM to 5 PM. Attend the Social Services and Development team meetings every other Friday.
ADDITIONAL REQUIREMENTS:
- Participates in required training and development activities
- Fully cooperates with the organization's compliance and continuous quality improvement (CQI) program
- Creates a safe work environment and uses sound judgement in interactions with clients and staff to maintain safety
- Reports to work on time daily and use time clock appropriately
- Performs other related duties as assignment.
MISSION & VALUES:
- Foster a safe and inclusive environment that promotes solidarity among clients, volunteers, staff, and supporters.
- Approaches work decisions with sound personal and professional ethics.
- Encourage diverse perspectives and contributions to enhance program effectiveness and community impact.
- Uphold a welcoming atmosphere for all individuals, ensuring every person is treated with dignity and kindness.
- Promote an inclusive culture that respects and values each individual's unique experiences and background.
- Build and sustain trust within the community as a dependable resource for individuals in need.
- Collaborate with internal and external partners to create and implement innovative solutions to community challenges.
Teamwork (Treats all team members with respect. Is effective and flexible as a team member, communicates and works collaboratively with others within the organization
Requirements:
EDUCATION/LICENSURE/CERTIFICATIONS/EXPERIENCE REQUIREMENTS:
Required: High School Diploma or GED. Minimum 2 years of direct customer service experience.
Preferred: Bachelor's Degree Social Work, Psychology, Sociology or related field. Minimum 3 years’ experience working with the homeless population.
Required License/Certification: Valid Driver's License
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
- Excellent written and verbal communication skills.
- Knowledge of the homeless population and special services available to them
- Ability to manage multiple projects and deadlines effectively.
- Strong skills in working with other providers to access the best services for clients
- Ability to lead and work with a team in accomplishing the mission
- Strong interpersonal skills with the ability to work collaboratively with diverse teams.
- Strong problem-solving skills and good judgement
- Empathic
- Ability to maintain professional boundaries
- Organizational skills with attention to detail
- Customer service skills with ability to put clients first
- Effective team member
- Ability to de-escalate
- Self-starter
- Reliable and flexible
- Experience working in a nonprofit, shelter, drop-in center, behavioral health, or human services setting.
- Experience using client databases such as Salesforce, HMIS, or similar case management systems.
- Experience completing and documenting incident reports.
- Basic computer proficiency, including Microsoft Office (Outlook, Word, and Excel).
- Strong communication, organizational, crisis intervention, de-escalation, and customer service skills, with the ability to maintain professional boundaries and provide trauma-informed, client-centered care.
ENVIRONMENTAL WORKING CONDITIONS:
This position is in an office setting. This office may or may not include heating and air conditioning controls. This office may or may not have a window.
PHYSICAL DEMANDS:
Must be able to lift up to 20 pounds. Requires looking at a computer screen for several hours a day. May be required to sit or stand for long periods. This position may be active and requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing.
UNIFORM/DRESS REQUIREMENTS:
Standard company dress code
Acknowledgements:
I have reviewed this Job Description form with my supervisor and understand its contents. I further understand that the Job Description form does not constitute an employment agreement between the employer and employee and that the job description is subject to change.
