Wayfinder Hotline Specialist

Job Title: Wayfinder Hotline Specialist

Position Status: Part-time

Location: Hybrid/Remote

Compensation: $23-25 per hour

Reports To: Wayfinder Program Manager

FLSA Classification: Non-Exempt

Position Summary:

The Wayfinder - Hotline Specialist will serve as the first point of contact for individuals experiencing homelessness or those at risk of homelessness. You will conduct hotline Wayfinder calls and text-based communication, providing compassionate support, gathering relevant information, and making referrals to appropriate homeless services and resources. The Wayfinder - Hotline Specialist serves as a crucial contact for individuals evaluating Diversion eligibility, and coordinating resources to help clients exit homelessness. You will assist with the Wayfinder program through the Hotline, ensuring compliance with policies and collaborating with property managers, hosts, and internal teams to secure successful outcomes.

Position Qualifications:

• Current or previous HMIS licensure preferred.
• Bilingual (Spanish) is strongly preferred.
• BSW or MSW preferred. Applicants with the ability to supervise Social Work interns will be given preference.
• Experience successfully navigating information systems and tech platforms required.

Position Responsibilities:

• Hotline operating hours are 8am–8 pm, with potential shifts from 8am–2pm or 9am–3 pm
• Handle hotline calls from community members seeking housing interventions, resources, crisis intervention, and referrals, specifically Wayfinder resources.
• Assist in training new employees and interns about the Wayfinder rules and regulations.
• Handle incoming and outgoing communications, including phone calls, live chat, sms, and emails for Wayfinder program.
• Act as a liaison between different teams to ensure smooth communication and workflow.
• Respond to staff queries through Slack and other communication channels, offering guidance on procedures, troubleshooting issues, and providing support as needed.
• Facilitate connections to Sunrise programs and case managers.
• Actively listen to the client’s stated needs and make appropriate resource referrals.
• Consistently and accurately enter information into the HMIS database.
• Assist with the collection and maintenance of data for statistical and programming purposes.
• Navigate and utilize digital information on a daily basis.
• Collaborate regularly with different Sunrise teams and outside service providers.
• Occasionally attend in-person meetings.
• Maintain a safe work environment and confidentiality at all times.
• Be proactive, creative, and flexible in determining, evaluating, researching, and resolving issues
• Organize and prioritize multiple activities to meet all external and internal deadlines
• Maintain a professional demeanor that reflects positively on the agency.
• Demonstrate respect and courtesy toward others.
• Able to thrive in a work environment emphasizing teamwork and collaboration.
• Respond promptly in all aspects of communication.
• Work with minimum supervision.
• Demonstrate strong boundaries in decision-making and safety planning.
• Perform other duties as assigned.

Referrals and Resource Navigation

• Use a deep knowledge of local homeless services and resources to provide tailored referrals based on each individual’s needs.
• Offer guidance on housing options, social services, and other relevant resources.

Accessibility Advocacy

• Advocate for accessibility and inclusivity in homeless services, ensuring equitable assistance for people from diverse backgrounds and with varying needs.
• Work with community partners to improve service accessibility and eliminate barriers to assistance.

Documentation and Reporting

• Maintain accurate, confidential records of all interactions and assessments.
• Prepare regular reports on Wayfinder hotline activity, referral trends, and service effectiveness to inform improvements.

Additional Expectations:

• Ensure a safe and confidential work environment at all times.
• Demonstrate proactive, creative, and flexible problem-solving skills.
• Organize and prioritize multiple tasks to meet deadlines.
• Maintain a professional demeanor that reflects positively on the organization.
• Show respect and courtesy to clients, colleagues, and community partners.
• Excel in a team-oriented environment with a focus on collaboration.
• Communicate promptly and effectively in all aspects.
• Work independently with minimal supervision.
• Establish and maintain strong boundaries for decision-making and safety planning.
• Effectively multitask in a fast-paced environment.
• Perform other duties as assigned

Position Considerations:

• The majority of hotline calls will come from individuals experiencing homelessness or facing crisis situations.
• This is a remote position. Applicants must reside in the Austin area and have access to a private high-speed internet connection with at least 300 Mbps.
• Supervision of one intern may be required, with a stipend of up to $1,000 available for this responsibility after one.
• While this role is primarily remote, occasional in-person assessments or training at our Hub location may be required on a short-term basis.
• Job duties may vary during the initial months as licensure is acquired, due to licensing restrictions.
• Sunrise is rapidly growing, and this position has the potential to evolve or expand based on organizational needs and the applicant’s interest.
• Flexibility and collaboration are key, as this role involves working as part of a dynamic team within Sunrise’s structure.
• As this is a new and developing program, there are opportunities to take on special projects and contribute to quality improvement efforts, though this is optional.

Sunrise Homeless Navigation Center is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of color, race, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunity.

Job Type: Part-time

Pay: $23.00 - $25.00 per hour

Benefits:

• Employee assistance program
• Paid time off

Schedule:

• Monday to Friday

People with a criminal record are encouraged to apply

Application Question(s):

• This role requires independently using technology to enter data into our database in real time while actively assisting clients. You must be able to navigate case management systems, accurately update records, and troubleshoot basic technology issues when working remotely. How would you describe your proficiency with computer technology and data entry?
• This role requires availability between 8 AM and 8 PM, Monday through Friday, with scheduling based on program needs. Are there any specific days or times within this window when you would not be available to work

Education:

• Bachelor's (Required)

Experience:

• homeless services: 1 year (Preferred)
• Hotline: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: Remote

Salary : $23 - $25