SUMMARY

Program Advocate’s primary responsibility is to provide a safe, caring and efficient environment for individuals served at the Lowell Transitional Living Center. Serving under the Triage Services Supervisor, the Program Advocate will see to the continuity and even enforcement of the procedures and rules in the dorms and in facility at large.

PRIMARY RESPONSIBILITIES

• Engage clients and refer to services as appropriate.
• Maintain a quiet, safe milieu.
• Conduct initial assessments as requested by Manager on Duty.
• Be proactive in greeting, directing and monitoring clients in the CGRC and other building areas.
• Provide excellent customer service and answer client questions.
• Support and assist Case Managers within the Opportunity Center.
• Ensure that clients are signing in daily.
• Serve as a resource to the CGRC staff in performing client-related tasks.
• Provide feedback to the appropriate staff in working towards the collective goal of seamless client engagement
• Learn new client assistance program such as SNAP and enroll clients as needed.
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• Attend & participate in team meetings as requested and communicate effectively with clients and staff in other areas.
• Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
• Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
• Other duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

• High School diploma or equivalent work experience.
• Previous customer service experience preferred.
• Must have a general understanding of the programs offered within SMOC
• Must have an understanding of addition and recovery and be comfortable working with homeless/low income population.
• Basic knowledge of computers including the internet and MS Office
• Proven effective verbal & written communication skills.
• Flexibility is a must.

ORGANIZATIONAL RELATIONSHIP

• Directly reports to the Triage Manager.
• Direct reports of this position are None.

PHYSICAL REQUIREMENTS

• Ability to write/type.
• Ability to communicate verbally.
• Long periods of walking and standing.

WORKING CONDITIONS

As part of the responsibilities of this position the Program Advocate will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required