Client/Customer Support Rep

Position Description
Job Title: Client Intake Specialist
Reports To: Director of Family Advocacy Services
Location: Baltimore, MD
Standard Hours: Mon - Fri, 8:30 AM - 5:30 PM
Supervises: N/A
About the Green & Healthy Homes Initiative
The Green & Healthy Homes Initiative (GHHI) is a 501(c)(3) entity with the mission of breaking the link between unhealthy housing and unhealthy families. GHHI supports housing, environmental health, and energy efficiency services for families in communities around the country, as well as conducting direct services in Maryland. GHHI's delivery model is based on its data-driven philosophy that public and private social investments are optimized and social program outcomes are maximized when the energy, health and safety needs of an occupied home are addressed comprehensively, efficiently and simultaneously.
Green & Healthy Homes Initiative is a diverse, inclusive, and equitable workplace where all employees, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, disability, or any other characteristic protected by federal, state, and local laws feels valued and respected. GHHI's commitment to a nondiscriminatory approach provides equal opportunity for employment and advancement in all departments, programs, and locations. The organization respects and values diverse life experiences and heritages and ensures that all voices are valued and heard.
Position Overview:
We are currently seeking a Client Intake Specialist for our Baltimore, MD office. The Client Intake Specialist(s) will play an important role in the Maryland Programs Department by serving as a "first-touch" for all GHHI clients by building impactful relationships, guiding clients through our enrollment process, and support clients throughout service delivery. This Specialist will solicit support from GHHI's Outreach and Education Manager, Housing Intervention Team, and Family Advocacy Team to support all aspects of the work.

Duties and Responsibilities :
Client Engagement

Serve as the guiding hand and main point person for clients interested in GHHI by successfully supporting them through the enrollment and application process for all Maryland programs.
Maintain an internal tracking system of relevant external resources and programs for the state of Maryland, including but limited to environmental health resources, food and clothing resources, education resources, etc.
Facilitate connections to these external programs and agencies to provide supplemental resources to support client needs.
Effectively enroll clients in all eligible programs. Assist clients with application completion and help clients compile the necessary documentation for applications when relevant.
Coordinate with the Housing Intervention Team and Family Advocacy Team to effectively schedule assessments, stay abreast of all steps of service coordination and delivery, and be aware of any other relevant information as it pertains to client satisfaction.
Monitor client progress throughout the duration of their participation, offering ongoing guidance and assistance
Maintain relationships with the sources of our direct client referrals (state agencies, local health departments, community organizations, local schools, and healthcare partners).
Create an internal plan to ensure effective communication with clients throughout the entire process, ensuring client trust through transparency and care. Create and maintain impactful relationships with GHHI clients.
Outreach & Education
Coordinate directly with the Outreach and Education Manager to effectively engage in community outreach through community meetings, health fairs, resource fairs, school presentations, etc.
Coordinate directly with the Outreach and Education Manager to create and maintain effective methods of event attendee tracking.
Maintain constant communication with the Outreach and Education Manager to ensure necessary capacity and support and adjust outreach strategy as necessary.
Data Driven Impact
Ensure proper data collection and data entry in adherence with program requirements for grant reporting and evaluation.
Ensure outreach event attendees are entered into database within 48 hours of event.
Collaborate with the Data Team and the Outreach and Education Manager to restructure database touchpoints and systems for greater functionality, new program reporting, and ease of reporting.
Coordinate with the Outreach and Education Manager and Data Team to ensure outreach efforts are successfully translated through intake and service delivery.
Create internal data tracking methods when necessary, including but not limited to, communication logs, documentation tracking, dual enrollment, case management notes, etc.
Continuous Improvement:
~ Be a thought partner and self-starter. Think creatively about effective client engagement by restructuring or streamlining existing processes, diverse ways of building rapport, and more.

Qualifications:
The successful applicant must possess...

• Associate or bachelor's degree in public health, Social Work, Business Administration, Human Services, or other relevant field
• 2+ years of experience in client engagement, customer service, and/or service coordination, particularly with diverse communities including low-income communities of color
• Cultural competency and strong interpersonal skills for interacting with colleagues, clients, and program partners of all demographics and professional levels
• Demonstrated ability to quickly build rapport with diverse communities
• Empathy and patience in working with clients facing complex challenges
• Experience in Environmental Health, Healthy Homes, Child Advocacy, and/or Public Health
• Excellent oral and written communication skills with the ability to deliver information in a concise and understandable manner including strong training skills
• High proficiency in Microsoft Office Suite, especially Excel
• Flexible, innovative, and collaborative
• Excellent organizational and time-management abilities, with attention to detail.
• Ability to competently handle and coordinate multiple projects and competing priorities
• Be open-hearted, willing to lead with vulnerability

Preferred Skills:
~ Bilingual proficiency (English/Spanish) in speaking, reading and writing

Additional Information: This is a full-time, exempt position. The Green & Healthy Homes Initiative is an Equal Employment Opportunity (EEO) employer. GHHI does not discriminate on the basis of race, color, 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 opportunities. GHHI has a deep commitment to racial, gender and ethnic diversity and seeks applicants from all qualified persons