Dispatcher - Outreach

Job Summary: The Weekend Dispatch and Reception position is a Part-Time position under the Outreach Coordination Center that serves as both the Dispatcher for Homeless Outreach and the Front Desk Receptionist for Project HOMEs location at 1515 Fairmount Avenue.

Essential Duties and Responsibilities

Hotline Dispatcher

• Act as primary OCC Dispatcher responding to calls and requests for assistance through the Homeless Hotline in an appropriate manner, collecting and documenting all required information

• Dispatch available Outreach response teams to engage homeless consumers

• Refer homeless persons seeking assistance at the door to appropriate in-building services or to OCC outreach team if necessary.

• Help facilitate placements in partnership with the Outreach teams and Partnering Agencies including utilizing and tracking dedicated shelter beds.

• Maintain awareness of team activity and conduct periodic radio checks to verify their location?????

• Assist outreach teams to obtain appropriate placements and services for persons they engage.

• Assist outreach teams to locate and assist individuals on their caseload.

• Maintain Outreach logs for shelter occupancy issues, weather codes, hot spots, and shelter protocol lists, etc.

• Advocate on behalf of individuals to ensure their needs are being addressed and they have the appropriate levels of support and referrals to services.

• Maintain and demonstrate a knowledge of area resources to offer assistance to callers seeking information.

• Maintain professional telephone manner and performance at all times.

Reception and Front Desk

• Maintain a welcoming and professional environment for the residents and visitors to 1515 Fairmount.

• Manage emergency calls for Project Home sites and following On Call procedures as necessary.

• Support residents living at 1515/1523 Fairmount and report concerns and emergencies to residential on call staff.

• Utilize Reception logs to ensure effective communication between staff working at the front desk

• Be attentive to the movement of residents and guests coming in and out of the building

• Maintain a strong understanding of Project HOME and Community resources in order to be able to refer callers to the appropriate services or programs

• Communicate the needs of 1515 residents to the residential support team

• Utilize Crisis Management, De-Escalation skills and emergency services to address problematic situations that may arise over the phone or in person

• Ensure that Fire Alarm procedures are maintained for both 1515 and 1523 including utilizing the respective fire alarm systems and helping oversee the evacuation procedures.

• Use a Key inventory system to assist residents and staff access needed areas of the building.

• Observe confidentiality, privacy, and dignity of Project HOME and OCC Clients.

• The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job. Management may, at its sole discretion, assign or reassign duties and responsibilities to this job at any time.

Minimum Qualifications

• HS diploma or GED

• Strong Interpersonal skills with focus on Customer Satisfaction

• Basic computer skills

• Knowledge of resources available in the housing and homelessness system in Philadelphia

• Experience in and knowledge of homeless programs and general issues around homelessness; experience with mental health and substance abuse issues

• Commitment to the mission of Project HOME

physical requirements

• Light lifting

Preferred Qualifications

Prior experience working in Housing and Homelessness in Philadelphia

Prior experience working in calls centers or in Dispatch Roles

• Project HOME provides equal employment opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by federal, state, or local laws. Project HOME prohibits discrimination and harassment of any type.