Community Resources & Advocacy Resource Advocate (37.5 hr./wk.; $21.91 - $23.25/hr.)

DEPARTMENT: Community Services

POSITION: Community Resources & Advocacy Resource Advocate

LOCATION: Northampton

STATUS: Non-Exempt

SUPERVISOR: Community Resources & Advocacy Program Coordinator

POSITION SUMMARY:

Community Resources & Advocacy (CR&A) provides supportive services and referrals for community members in the Community Action Pioneer Valley (CAPV) service area. CR&A receives thousands of inquiries and works with hundreds of households per year. CR&A Resource Advocates answer the information and referral phone line and web inquiries and make internal and external referrals. CR&A Resource Advocates help participants apply for public benefit programs, such as SNAP, and work with eligible participants to offer financial assistance. This position provides in-depth screening, application assistance, advocacy, education, and other follow-up services. We are exploring new CR&A service models focused on longer-term case management for individuals and families. This position will conduct case management/advocacy services alongside participants, focusing on financial and housing stability.

ESSENTIAL RESPONSIBILITIES: 

1. Meet with individuals and families in person and/or over the phone or through video to do in-depth assessments. Assist with a variety of applications for benefit programs and financial assistance offered both through our agency and other community partners.
2. Provide advocacy and assistance to individuals navigating systems to assist in obtaining the best possible outcome for their situation. In the future, provide individual support/case management to 15-25 participants. Work with participants to establish and support progress toward their goals.
3. Answer the CR&A phone line and web inquiries. Provide comprehensive benefits screening, information, and referrals to callers while maintaining the agency’s customer service standards. Schedule appointments for eligible participants. 
4. Maintain knowledge of the availability and program guidelines for resources serving low-income households offered in our service area and be able to share this information with participants and team members.
5. Maintain participant files in accordance with CR&A guidelines. Ensure participant files and applications meet income eligibility and program requirements and review with supervisor for approval.
6. Contact vendors and landlords to make pledges for approved financial assistance applications. Prepare letters and gather documents required for fiscal processing.
7. Follow CR&A guidelines for the use of required database systems following grant and security protocol. Ensure required data is completed in an accurate and timely manner. Use the referral and inquiries data system to record and track phone and web inquiries.
8. Follow guidelines, procedures, and policies of the program’s funding sources, of the Community Services department, and of CAPV.
9. Limited remote work is available complying with the agency’s policy. 
10. Required to travel occasionally throughout CAPV’s service area, to the CR&A office location in Greenfield, and outside of the service area.  
11. Attend regularly scheduled supervision meetings, staff and department-wide meetings, mandatory agency trainings, and participate in professional development activities. 
12. Maintains strict confidentiality.
13. Perform other reasonable duties as assigned by the supervisor, director, or designee

This does not cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

QUALIFICATIONS/SKILLS

The ideal candidate will demonstrate the following competencies:  

• Interpersonal communication – verbal and written
• Conflict resolution, problem-solving, establishing priorities, navigating change 
• Judgement and decision-making 
• Practiced organizational skills, attention to detail, and ability to adapt to changing priorities
• Openness to understanding participants as experts of their own varied experiences and identities with empathy and patience
• Skillful relationship building with participants, staff, and community partners
• Balance of initiative to work independently and interest/ability to collaborate with others
• Promote equity by deconstructing barriers to a racially just system. Cultivate work environments that value truth-telling, courage, vulnerability, space to think and reflect, community-mindedness, hope, and openness to difficult conversations

Key Knowledge and Experience:

• Knowledge of social services, advocacy, and navigating resources 
• Knowledge of Franklin and Hampshire counties and North Quabbin regional organizations and resources 
• Experience working with marginalized communities and individuals with low incomes supporting stability efforts and providing case management and advocacy for individuals
• Experience with any of the following: housing/tenant rights, eviction proceedings, utility shut-off procedures, affordable housing resources and programs
• Experience with data management, data capture, tracking methods and analysis for outcome measurements 
• Proficient computer skills (Microsoft Suite and databases)  
• Bi-lingual in English and Spanish, Haitian Creole, and/or Russian is a highly valued skill for this role.

To Qualify

Minimum Qualifications/Transferable Skills:  

• Three years’ experience in social services or closely related field

We encourage individuals who believe they have the skills necessary to thrive to apply for this role. We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying. Please be clear and specific in application materials how your background, lived experience, and transferable skills are relevant to this position.  

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment described below is representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires sitting for long periods.
• Working in an office environment.
• Some bending and stretching required.
• Extensive use of the telephone required. 
• Manual dexterity required for use of calculator and computer keyboard.
• Must be able to lift 20-30 lbs.
• Specific vision abilities required by this job include vision, color vision, and the ability to adjust focus. 
• The work environment includes indoor office environments or comparable spaces and community spaces, with occasional exposure to outdoor weather when traveling to outreach or meeting sites or when participating in special outdoor events. The noise level varies by site and meetings.

AA/EOE/ADA

Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) prior to hire and every three years. Evidence of a good driving record and ability to be covered under Community Action’s non-owned and hired vehicle policy.