Participant Service Coordinator (Nightingale)

The Participant Service Coordinator is a client facing position that serves as the bridge between participants, programs, and community partners facing complex social economic barriers.  This role is pivotal in closing the loop between the participants, providers, and the services within and outside the agency by serving as the point of contact for various entities. In addition, the Participant Service Coordinator acts as a resource for program staff to ensure successful service delivery to vulnerable program participants using a trauma informed care approach.   The Participant Service Coordinator also manages data to ensure the accomplishment of program deliverables to achieve goals determined by funding obligations and is essential for maintaining grant compliance. This position utilizes excellent computer skills, accuracy, complex problem solving, organization, and interpersonal communication skills working independently in a fast-paced environment with frequent interruptions.

Essential Functions

Client and Community Engagement

• Work directly with referral providers and people experiencing homelessness and facing complex social economic barriers.
• Lead the coordination of services for shelter participants with programs and community partners.
• Coordinate service placement and perform client intakes, exits, and program transfers while managing waitlists and referrals via community partners.
• Provide outreach to clients through events, e-mails, and phone calls to remind them of appointments, need for verifications, and needs of the program.
• Manage incoming calls and inquiries while supporting any action that may be triggered by the inquiry.

Staff Support

• Serve as a resource for shelter staff and provides guidance with resource knowledge and referrals for services.
• Partner with management to ensure shelter staff are knowledgeable of program agreements and clients facing documentation so that service to shelter participants is in line with these policies.
• Collaborate with management to coach and train shelter staff with intakes, documentation, and additional touchpoints as needed.

Documentation, Reporting, and Data Management

• Manage program data in collaboration with program leadership and data team.
• Compile data entry, performs validation support, maintains alpha-numeric filing system, and additional administrative tasks as assigned.

Resource Knowledge

• Exhibit knowledge and continue to learn about community resources that directly impact people experiencing homelessness.
• Serve as the liaison between participants and community partners.

Systems and Policy Integration

• Support management to ensure systems and policies pertaining to participant services are adhered to.
• Help ensure data systems are used correctly; touchpoints and necessary documentation and workflows are used correctly.

Organizational Relationships

• Participate in meetings, workgroups, and committees as assigned.
• Schedule and manage logistics for meetings and training as required per program needs.

Grant and Contract Compliance

• Support the Program Manager and be responsible for ensuring that data accuracy to show compliance with grants and contracts.
• Work with data team and grant and compliance to make sure that all documentation is up to date and in the most updated version to ensure grant compliance.
• Support program staff with quarterly reporting preparation

Support the Mission, Vision, and Values of Catholic Charities in the performance of all essential job functions and responsibilities. 

Other Responsibilities

• Work with the Diocese of Santa Rosa and local parishes as appropriate and requested.
• Perform other related duties as assigned.

Note:  Catholic Charities considers this position to be a mandated reporter of child abuse and elder abuse.

Agency Culture

It is essential that all employees of Catholic Charities aspire to the following:

• A commitment to the agency’s mission, vision, and values.
• A commitment to excellence in everything we do.
• A commitment to performance and quality improvement.
• A commitment to outcomes and measured results.
• A commitment to innovation and to what is possible.

Education, Experience, and Skills Required

1. Associates degree, one to two years successful experience in a related position preferred. Two to three years of additional relevant work experience may be considered in place of an associates degree.
2. Organized and solution-oriented with the ability to coordinate many tasks in a fast-paced environment.
3. Moderate to advanced level of computer literacy required including experience with Microsoft 365 Suite, typing, database software, spreadsheets, and telecommunication technology.
4. Excellent, clear written and verbal communication with an attention to detail and accuracy; organization, conflict resolution, and complex problem-solving skills.
5. Excellent interpersonal skills, cooperative, friendly, proactive, and helpful attitude with clients and co-workers. Ability to work closely with clients and other employees to ensure a positive and constructive environment within the program or department and throughout the agency.
6. Must have interest in working with an extremely vulnerable homeless population under a “housing first” approach who may be experiencing substance abuse, severe trauma, and physical or mental health challenges.
7. Passion and enthusiasm for the mission of Catholic Charities and its clients.
8. Valid driver license and at least state required minimum of automobile insurance, clear DMV driving record, and ability to provide own transportation. Must be willing and able to travel between agency sites.
9. Must pass DOJ background clearance (fingerprinting) in accordance with the Diocese of Santa Rosa’s policies prior to start of employment.
10. Bilingual (English/Spanish) preferred, but not required.

Job Analysis/Job Description Physical Requirements 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee frequently is required to reach with hands and arms and talk or hear. The employee is often required to stand, walk, travel, and stoop or bend. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to sit or stand for extended periods while using a computer. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent incoming telephone calls, scanners, and copiers as well as a wide range of clients or at times clients in distress contribute to a noise level of average to above average. 

Equal opportunity employer

Catholic Charities of the Diocese of Santa Rosa is an Equal Opportunity Employer, seeking the best and brightest. Our organization does not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, disability, age, marital status, membership or activity in a local human rights commission, or status with regard to public assistance. We support, educate, create opportunities for, and ensure the wellbeing of our staff for the betterment of those most in need.

CCDSR participates in E-Verify, an Internet-based system that compares information entered by an employer from an employee’s Form I-9, Employment Eligibility Verification, to records available to the U.S. Department of Homeland Security and the Social Security Administration.