Care Coordinator

CARE Coordinator (Housing Stability)

The CARE Coordinator (Housing Stability) performs responsible professional work assisting residents experiencing housing instability, homelessness, or related housing concerns by connecting them with appropriate public, private, and community resources. The incumbent receives and evaluates constituent inquiries, assesses individual needs, coordinates referrals, maintains case documentation, and monitors service requests to promote timely assistance. Work requires the exercise of sound judgment, discretion, and sensitivity when working with vulnerable populations and individuals experiencing crisis. The work is performed under the general supervision of the Director of Constituent Engagement, with latitude for independent judgment in carrying out assigned responsibilities. Supervision over others is not a function of this class. Performs related work as required.

Typical Work Activities

• Receives and responds to constituent inquiries involving housing instability, homelessness, unsafe housing conditions, and related concerns
• Conducts assessments to determine constituent needs and identifies appropriate housing, legal, social service, and community resources.
• Coordinates referrals and facilitates communication between constituents and service providers to promote successful outcomes. Exercises discretion and sound judgment in real time to determine the appropriate response to a resident's situation, including de-escalating distressed or upset constituents.
• Determines the urgency and severity of constituent concerns and dispatches or refers matters to appropriate City departments or other agencies for investigation or response when appropriate.
• Maintains constituent records utilizing Customer Relationship Management (CRM), case management, or similar tracking systems.
• Monitors constituent cases and follows up to ensure timely referrals and service coordination.
• Coordinates activities with City departments, community organizations, housing providers, governmental agencies, and other service providers.
• Maintains confidentiality of sensitive personal information and exercises discretion when handling complex or confidential matters.
• Assists in identifying trends and service gaps affecting housing stability within the community.
• Prepares reports and maintains accurate records of constituent interactions, referrals, and outcomes.
• Organizes and supports outreach initiatives and community boards to build awareness of constituent engagement services and available housing resources.
• Performs related work as required.

Knowledge, Skills, and Abilities

• Good knowledge of housing stability resources, homelessness services, community assistance programs, and social service systems;
• Good knowledge of case management and constituent service principles;
• Working knowledge of Customer Relationship Management (CRM), case management, or similar tracking systems;
• Working knowledge of Microsoft Office applications;
• Ability to communicate effectively, both orally and in writing;
• Ability to establish and maintain effective working relationships with constituents, governmental agencies, housing providers, community organizations, and fellow employees;
• Ability to assess constituent needs and identify appropriate resources and referrals;
• Ability to organize and prioritize multiple assignments in a fast-paced environment;
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information;
• Ability to work independently while coordinating activities with multiple departments and agencies;
• Ability to prepare accurate reports and maintain detailed record;
• Working knowledge of City departments and outside organizations, including county agencies, sufficient to connect constituents with appropriate resources;
• Ability to build trust and rapport with constituents in vulnerable or high-stress situations
• Ability to exercise sound judgment and discretion when responding to complex or sensitive constituent concerns;
• Ability to de-escalate distressed or upset individuals and respond professionally in difficult situations;
• Proficiency in a foreign language, or experience working with foreign-language-speaking populations, preferred.

Minimum Qualifications

A. Graduation from a regionally accredited college or university with an Associate's degree in Human Services, Social Work, Sociology, Psychology, Public Administration, Communications, Business Administration, Education or a closely related field and one (1) year of full-time paid experience, or its part-time equivalent, in housing services, homelessness services, case management, human services, community outreach, constituent services, or a closely related field; OR

B. Graduation from high school or possession of a high school equivalency diploma and three (3) years of full-time paid experience, or its part-time equivalent, in housing services, homelessness services, case management, human services, community outreach, constituent services, Education or a closely related field.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Retirement plan

The Affirmative Action Policy of the City of Syracuse is to provide equal employment opportunity for all individuals regardless of race, color, sex, religion, creed, age (18 and over), marital status, national origin, disability, veteran status, gender identity or gender expression, sexual or affectional preference or orientation, or any other classified group within the protected class. The City also complies with 31 CFR part 51. If you have a disability for which you wish special accommodation to be made, contact the Office of Human Resources at View phone number on click.appcast.io or View email address on click.appcast.io.

All offers of employment will be contingent on the successful completion of a background check and/or drug screen.

City of Syracuse