Front Office and Clinical Coordinator

ABOUT HOMEWARD PIKES PEAK (HPP)
Homeward Pikes Peak empowers individuals and families to access stable housing, increase mental health, increase recovery, and achieve economic stability. We create opportunities for individuals and families to restore dignity through treatment and recovery programs, mental health services, and housing-first initiatives. We do this through sober living homes, a residential treatment center for pregnant and parenting women, permanent supportive housing, and clinical programs provided by licensed staff. All of our programs offer case management to help our clients succeed.

SUMMARY

The primary function of this role is to professionally attend to visitors (clients, prospective clients, board members, community members), answer phone calls, welcome guests, and to provide accurate and concise information regarding Homeward Pikes Peak’s programs and services. This position serves as the front desk support to our client-centered organization working with current and formerly homeless individuals who are on the path to recovery and independence.

Additionally, the Front Office and Intake Coordinator performs Case Management duties such as triage crisis calls and performs intakes of new and perspective clients, and provides information and referrals to the appropriate care team. The ideal candidate has working knowledge and experience with people from diverse socioeconomic and ethnic backgrounds, the population that’s experiencing homelessness, and individuals dealing with addiction and recovery. Experience working at a shelter, food bank, or places that provide emergency assistance is a plus.

This position reports to the Sr. Director of Clinical and Recovery Programs, and is performed entirely at 2010 E Bijou Street. The required hours are 8:30 AM – 4:30 PM, Monday through Friday.

DUTIES AND RESPONSIBILITIES

Front Office Coordination:
• Answer phones – provide accurate information on current programs, provide direct resource referrals outside of HPP when necessary, and take and relay messages accurately including voicemails.
• Greet clients and manage client activity as they arrive for appointments with Case Managers, Clinicians, or other staff.
• Greet visitors to the office who meet with management, bring in-kind donations, and attend meetings.
• Support the stocking and replenishment of office supplies, kitchen needs, and building needs, and work with the Director of Business Operations for replenishment of supplies.
• Maintain a log of client calls and drop-in needs.
• Provide receipts for in-kind donations and report to appropriate staff and department as needed.
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• Routinely prepare and tidy shared meeting spaces as needed; routinely tidy office supply and cleaning storage spaces; and routinely stock restrooms with necessary supplies.
• Occasionally run errands in support of the business.
• Provide administrative support to all programs when requested and within the appropriate scope of work.
• Other duties as assigned.

Clinical Coordination:
• Answer phones and promptly triage calls of a crisis nature, provide accurate information on current programs, provide direct resource referrals outside of HPP as necessary, and take and relay messages accurately.
• Meet with/speak with prospective clients to assess eligibility by performing brief screening and provide appropriate referrals as indicated.
• Promptly enter data into EHR or appropriate site (Unity, Medicaid, CCAR).
• Administer and maintain assessment and outcome data.
• Maintain client files and adhere to HIPAA compliance.
• Provide monthly reports regarding the overview of services to the Supervisor as requested.
• Provide monthly billing reports to Finance and Supervisor as requested.
• Schedule clients, make appropriate referrals when indicated, and maintain tracking of referrals.
• Provide light case management and resource support as needed.
• Oversee and assist with license and revalidation requirements, per BHA and Medicaid standards.
• Work with the Housing First, Outreach, and Clinical teams to report direct services responsibilities, intake activities and stay up to date with department processes.
• Other duties as assigned.

Outreach Coordination:
• Help manage office hours and assist guests working with outreach.
• Provide light case management, resourcing and referrals to clients as needed. May include transportation support, food/hygiene assistance and referrals to additional providers when indicated.
• Utilize HMIS to support outreach needs and maintain appropriate documentation per outreach requirements.
• Other duties as assigned.

HOMEWARD PIKES PEAK TEAM RESPONSIBILITIES
• Attend and participate in staff meetings.
• Attend, participate in, or interact with donors, attend community events, or participate in fundraising as requested.
• Integrate with the overall organization and collaborate with the community.
• Produce documentation timely as requested for audits and audit resolutions.
• Maintain office environment to professional standards and display abundant teaming skills.
• Consistently display, adhere to, and promote the company’s values.
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KNOWLEDGE, SKILLS, ABILITIES

Required:
• In order to be able to bill Medicaid for services performed, one of these is required:

o Bachelor’s degree in a Human or Social Services field, or
o QBHA (Qualified Behavioral Health Assistant), or
o CAT (Certified Addiction Technician), or
o CAS (Certified Addiction Specialist), or
o Peer Recovery Certification

• Great communication and interpersonal skills & basic understanding of our client base, and the ability to discern requests from clients and callers. The power of observation is critical.
• Present yourself and HPP professionally at all times.
• A sense of calmness, humor, grit, tenacity, and maturity are mandatory.
• Ability to triage, deescalate and manage crisis situations as needed.
• Ability to discern level of response for mandated reporting and follow internal safety and crisis procedures, including but not limited to, contacting 911, CYS, CRT, mobile response, or internal designated staff.
• Ability to manage routine tasks and multitask to keep the office functioning optimally.
• Working proficiency with Microsoft Office Suite especially Outlook, Excel, and Word.
• Attention to detail, with an eventual ability to see what needs to be done with minimal direction.
• Comfort with individuals experiencing homelessness, substance abuse, and mental illness.
• Understanding of regulations and standards regarding privacy and confidentiality in the provision of direct services.
• Ability to maintain professional boundaries with clients, flexibility, creativity, compassion, and professionalism.
• Maintain high level of confidentiality around staff and client information.
• Current valid drivers’ license and personal auto insurance are required.

Preferred:
• Lived or professional experience with a deep understanding of challenges related to homelessness, trauma, mental illness, and substance use is helpful.
• Addiction and/or mental health knowledge, experience, or certification is preferred.
• Experience working at a shelter, food bank, or places that provide emergency assistance is a plus.

PHYSICAL DEMANDS
The physical demands described here are 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.

While performing the duties of this job, the employee is frequently required to use stairs to open the locked front door for anyone ringing the doorbell. The employee must be able to sit at a desk or conference table; and talk or listen when interacting with various individuals and groups. The employee must be able to stand while conversing with various individuals; and walk throughout the office and parking lot. The employee routinely is required to use hands to finger, handle, or feel to operate the computer or telephone; may be required to stoop, kneel, or crouch to communicate with clients and guests, and to place items in or get items from low drawers or shelves. The employee must occasionally lift and/or move up to 25 pounds, which is generally office supplies, such as reams of paper, files, and forms, deliveries, and may include small furniture items.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to airborne viruses, bacteria, or other bodily pathogens carried by clients or guests and may be present in the office. The noise level in the work environment can range from quiet in a private office to loud when televisions and equipment are operating, phones are ringing, traffic is light to heavy, and people are talking.

COMPENSATION AND BENEFITS
The pay range for this position is $21 – $23 per hour. This is a full-time position authorized to work 40 hours per week, scheduled from 8:30 am to 4:30 pm.

Homeward Pikes Peak offers the following benefits for eligible full-time employees:
• Medical, Dental & Vision – employer pays 55% of premium
• Life, accidental death and dismemberment, and short term disability insurance – employer pays 100%
• 401k – employer match is 2%
• 18 days of vacation for years 0-5 accruing annually
• 6 days of paid sick leave accruing annually
• 6 paid holidays + 4 floating holidays
• Employee Assistance Plan – employer pays 100%
• Aflac insurances – employee paid

Please apply directly through the job board or send a cover letter and resume to Human Resources at amelbourne@homewardpikespeak.org with the Subject to say Front Office & Intake Coordinator.
Homeward Pikes Peak is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Homeward Pikes Peak makes hiring decisions based solely on qualifications, merit, and business needs at the time.