Resource Center Coordinator

Job Summary

The Resource Center Coordinator will provide support to the Resource Center team by assisting prospective, or existing clients in addressing inquiries and requests for services through a high level of customer service. The staff will analyze information obtained through initial triage and disseminate information on community resources based on the analysis of needs and preferences, while also providing coordination of resource programs. The staff will conduct community outreach by attending resources fairs, meeting with local providers, and visits to agency partners to maintain JFS’ resource database and build partnerships.

Principal Accountabilities

• Assessment and Referral - Analyze individual situations to identify problems and service needs and assess for potential resources; methods of contact typically include: phone, walk-in, chat or email. Explores clients’ needs and identifies solutions by providing community referrals and/or identifies appropriate programs at JFS to meet ongoing needs.
• Resource Management - Identifies, maintains, and disseminates information for community resources by screening and interviewing local and national programs and providers. Resources are maintained in a comprehensive resource database, shared with those seeking services and with the JFS Resource Center and other JFS departments.
• Clinical Triage - Assess the person served for mental health concerns, suicidal ideation, basic needs, and aging changes, and based on judgement of needs and individual’s interest make appropriate referrals to the behavioral health and case management departments.
• Coordination - Provide coordination of external and internal resource programs and community partners.
• Staff Support - Work collaboratively with staff to provide resources and data to determine patterns in service delivery and makes recommendations to Resource Center Supervisor or Resource Center Director for changes/additions to services.
• Program Knowledge - Provide input and support for program service philosophy, including knowledge of trends within service area, to further enhance program offerings.
• Customer Service - Ensure Resource Center level of excellence and promptness to inquiry needs and requests, monitoring the call volume, quality of referrals and customer service.
• Intradepartmental & Community Outreach - Coordinate with agency outreach efforts to provide/ensure representation of JFS at community events for resource information and agency presence.
• Compliance - Maintain client documentation standards by completing all required documentation for all clients, in a timely manner.
• Training - Maintain professional and technical knowledge by attending agency in-service programs, educational workshops and trainings.
• Security and Privacy - Adhere to agency and client protection policies by regularly acclimating yourself with the JFS privacy, safety and security policies made available within the employee handbook.
• Employee Philanthropy - Participate annually in agency and partner related philanthropic activities and campaigns.
• Mission Dedication - Embody the mission and values of JFS in all work done on behalf of the agency. Utilization of the JFS goals and initiatives will ensure success in this accountability.
• Ambassadorship - Represent JFS in the broader community at community-based programs. Represent Resource Center services internally at agency meetings as well as externally, to promote agency services and engage stakeholders
• Additional job duties may be assigned by Resource Center Supervisor or Director, as needed.

Minimum Qualifications

Experience: Minimum of 2 years’ experience within intake or human service field. Verbal and written Russian language skills would be a benefit.

Education: Bachelor’s degree in Social Work or similar human service field, Master’s degree preferred

Minimum Competencies (Skills, Knowledge, Behaviors)

Skills

• Technology - Ability to create, manipulate and maintain documents in Microsoft Word, Excel, Outlook; ability to utilize technology to work remotely, including Zoom and Microsoft Teams; computer skills to work within agency Electronic Medical Record required.
• Communication - Capable of balancing listening and talking, speaking and writing clearly and accurately, in order to appropriately influence and keep others informed.
• Interpersonal - Expresses oneself in an articulate and effective manner both verbally and in written communication.
• Quality and Compliance - Ability to achieve a standard of excellence with work processes and outcomes, honoring all regulatory and JFS policies.

Knowledge

• Jewish Culture/Faith - Possess understanding, knowledge and awareness of Jewish customs and faith or willingness to learn.
• Community Resources - Knowledge of behavioral/mental health services and providers in the community and region, in order to maximize support for the person served and identify potential opportunities for collaboration.
• Reasoning - Ability to deal with abstract as well as concrete problematic situations and people. Ability to identify and define problems, collect data, establish facts and draw valid conclusions.

Behaviors

• Resourcefulness - Exhibits level of resourcefulness and ability to develop solutions to challenging circumstances.
• Initiative and Efficiency - Ability to plan, continuously exploring ways to improve, self-starter. Awareness of when to request support and guidance from the team.
• Collegiality - Demonstrates respectful, approachable, and team-oriented attitude. Ability to work independently and with the team.
• Time Management - Effectively utilizes their time by appropriately planning, organizing and scheduling required work hours to meet agency needs.
• Judgment - Demonstrates effective judgment by making appropriate decisions, as well as always conducting and maintaining a professional appearance and manner.
• Other attributes that are admired in this role are compassion, enthusiasm, and coaching ability, and ability to work well with a team

Jewish Family Service of Metropolitan Detroit is an Equal Opportunity Employer