<p>Position SummaryThis is a grant-funded position.Works under the general supervision of the CSBG Manager B. Provides assistance to customers through the CEAP (rent/mortgage assistance), Supportive Services and medical prescription, and LIHEAP (utility assistance) programs. Works, in conjunction with leadership, to promote a culture of excellence for both internal and external customers.Pay Grade: 48Salary Commensurate with Experience and Education</p> <p>Minimum Qualifications1. Two (2) years of experience in an administrative capacity counseling or interview in related experience; AND2. Bachelor's degree from an accredited college or university in Social Services, Psychology, Bilingual Studies, or a closely related field; OR3. An equivalent combination of related education, and/or experience.4. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.</p> <p>Duties and Responsibilities1. Follows CSA and Shelby County Government policies and procedures.2. Ensures professional, customer-focused interactions. Screens households for eligibility and enters data for applications.3. Tracks applicant status and identifies service needs.4. Collects and scans eligibility documentation into the THO database.5. Inputs customer data and notes into the THO database promptly.6. Communicates with vendors to address concerns.7. Provides resources and referrals for additional customer support.8. Utilizes MLGW Citrix, DHS, and THO databases for timely processing, following privacy regulations.9. Conducts self-audits to meet program guidelines.10. Meets weekly customer service quotas.11. Resolves customer complaints per program policies.12. Assists with housing navigation and home inspections.13. Participates in outreach activities. Attends required meetings and training sessions.14. Submits weekly status reports and performs related duties as needed.15. Performs other related duties as required or directed.</p> <p>KSAs1. Ability to apply critical thinking and active listening skills to each case.2. Ability to de-escalate time-sensitive needs and situations.3. Knowledge of databases, Excel, and online booking systems.4. Knowledge of methods and techniques of case management and application intake.5. Ability to establish and maintain meaningful rapport with clients.6. Ability to gather and interpret case histories.7. Ability to plan, organize, and maintain an even flow of work.8. Ability to effectively communicate orally and in writing.9. Ability to perform multiple tasks simultaneously.</p> <p>Special Requirements1. Must possess a valid Tennessee Driver's license or secure one upon the date of employment.2. Must have daily access to an operable automobile for daily use and meet county requirements for automobile insurance upon the date of employment.</p> <p>DisclaimerThis position is subject to a background check for any convictions that have a substantial relationship to potential job duties. Only convictions that are substantially related to potential job duties will be considered and will not automatically disqualify the candidate.</p>