Job Title: Intake and Communications Specialist
Department: Housing Counseling
Reports to: Director of Housing Counseling & Education
FLSA Status: Exempt
Agency Description: Open Communities strives to create more inclusive communities by ensuring everyone has equal access to safe, stable housing. For over 50 years, our nonprofit has been helping prevent homelessness by helping people keep their homes, build generational wealth through homeownership, and work toward more integrated neighborhoods by advocating for fair housing. We educate the community about fair housing rights, advocate for people who have experienced housing discrimination, assist families facing foreclosure or eviction, educate renters on how to become homeowners, support communities impacted by incarceration, and connect neighbors to community resources to help our communities thrive.
Job Description: The Intake and Communications Specialist is a key point of client and community contact for the organization. This position is responsible for overseeing and providing initial client intakes across the agency, in coordination with the Housing Counseling, Fair Housing, and IL Access to Justice teams. The role also manages the agency’s social media and e-newsletter, and communicates with clients, community partners, and donors to promote awareness of our brand, services, and events.
Responsibilities: The Intake and Communications Specialist is responsible for overseeing client intakes agency-wide and coordinating communication strategy in conjunction with program staff.
Specifically, this position will:
Oversee Client Intakes:
· Serve as a calm and compassionate first point of contact when answering client calls live during set office hours
· Timely input all voicemails & emails into call log in Salesforce database
· Return messages from all prospective clients via phone or email and enter data per intake procedures and processes manual
· Provide referrals to clients whose issue areas are outside of OC's scope of work
· Research appropriate referrals, provide brief information/advice, as needed
· Update referral list with new organizations and updated information
· Receive intake documents from clients, convert and upload documents to Salesforce and SharePoint, connect and share with appropriate staff
· Follow up with prospective clients with reminders or assistance in completing intake documents, as needed
· Coordinate backup intake coverage with other staff to cover PTO or when there is a backlog of intakes due to high call volumes or special circumstances
Oversee Communications Strategy:
· Ensure all communications adhere to approved branding and key messaging strategy
· Update social media calendar with agency events, local programs, and announcements
· Schedule posts on Meta, Instagram, & LinkedIn; engage with community partner posts
· Create graphics for social media to educate the public about fair housing rights, housing counseling tips, and community resources
· In collaboration with the staff, gather content for monthly OC e-newsletter
· Create graphics and write content, as needed, for e-newsletter
· Add newsletter subscribers and new clients to Constant Contact email list
· Send monthly e-newsletter to network and manage Constant Contact emailing list
· Collaborate and coordinate with staff on event flyers and agency-wide communications
· Special communications projects, as needed
Other
· Attend weekly staff meetings, department meetings, and regular supervision
· Participate in community outreach events, trainings or other workshops, as relevant
· Demonstrate participation in trainings and professional development activities
· Complete a monthly narrative on program activities (stories, challenges, triumphs, etc.) as requested by the board or required by grant requirements
· Provide data and reports on client calls and communications, as needed for reports
· Collaborate with other staff and departments to create and update processes to increase intake efficiency and workflow across the agency
· Work with team to produce program goals and review program accomplishments
· Contribute to maintaining a neat and professional work environment
· Other duties as assigned by supervisor or Executive Director
Competency Requirements:
· Client Service: Displays courtesy and sensitivity to clients and to persons who apply for services. Manages difficult or emotional client situations. Meets commitments. Responds promptly to client needs. Works to increase cultural competence and trauma-informed approach with clients. Solicits client feedback to improve service. Uses supervision to best understand and meet client needs.
· Communications: Exhibits good listening and comprehension. Expresses ideas and thoughts in written form and through visual graphics. Adept with social media and able to follow communications trends. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods. Bilingual English/Spanish skills beneficial in the role, though not required.
· Dependability: Commits to doing the best job possible. Follows instructions, responds to management direction. Keep commitments. Meets attendance and punctuality requirements for position. Responds to requests for service and assistance. Takes responsibility for own actions.
· Planning and Organization: Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner. Strong attention to detail and follow through on tasks.
· Quality: Applies supervisory feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality. Seeks opportunities to learn and grow skills and expertise.
· Use of Technology: Adapts to new technologies, including Salesforce database. Demonstrates required skills and accuracy in data input. Keeps technical skills up to date. Troubleshoots technological problems. Uses technology to increase productivity.
· Job Knowledge: Competent in required job skills and knowledge. Exhibits ability to learn and apply new skills. Keeps abreast of current developments. Requires minimal supervision. Displays understanding of how job relates to others. Uses resources effectively.
· Problem Solving: Identifies problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Resolves problems in early stages. Works well in group problem solving situations.
Hours and Compensation: This is a full-time, exempt, salaried position with an anticipated 40-hour work week. This is a hybrid position of remote and in-office hours; currently in the office on Tuesday, Wednesday, and Thursday, and remote on Monday and Friday.
Annual Salary: $55,000-59,000
· A laptop will be provided, and equipment to set up a home office, as needed.
· $50 phone allowance per month.
· Paid-time off (PTO) in the first year includes: Four weeks of PTO, plus 13 holidays (10 holidays, 2 floating holidays, and birthday).
Corporate level benefits available including: excellent healthcare, dental, vision, many ancillary insurances, and other benefits like flex spending, dependent care, and 401K with 3% employer match. Apply by sending cover letter and resume to Sarah Petersen, Executive Director, [email protected].
Open Communities is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, age, sex, gender identity or expression, sexual orientation, marital status, physical or mental disability, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
Pay: $55,000.00 - $59,000.00 per year
Benefits:
- 401(k) 3% Match
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: Hybrid remote in Evanston, IL 60201
