General Summary:

Under the direction and supervision of the Call Center Manager, the Enrollment Specialist is responsible for providing a client-centered approach, while leveraging technology to provide: benefits screenings and assessments, application assistance and renewal guidance, extensive follow-up to identify barriers and ensure service access, community outreach for education and application enrollment, problem solving and referral assistance over the phone for clients with complicated needs.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Essential Functions:

• Utilize active listening and motivational interviewing techniques in a confidential setting while connecting 2-1-1 clients to community programs and services with an emphasis on benefits access.

• Maintain knowledge and expertise in eligibility, enrollment, and program specifications of CalFresh programs achieving the goal of 75 applications completed per month.
• Maintain customer confidentiality, privacy, and HIPPA (Health Insurance Portability and Accountability ACT) standards and requirements.
•  Provide benefits application assistance and follow-up to help ensure client follow through and identify and remove barriers to access.
• Accurately document all client interactions and unmet needs in 2-1-1's systems to assist in the identification of gaps in community service access.

• Identify and accurately refer clients to appropriate community resources which may address the clients' additional health and social needs.

Community Relations

• Represents the organization at community events and delivers presentations to spread program awareness while upholding the value of 2-1-1 Sacramento and Goodwill.

• Seek out opportunities for expansion of Calfresh programing and community awareness
•  Provides in person application assistance at out-stationed events and in partnership with community providers.

Learning & Development

• Maintain knowledge and expertise in eligibility, enrollment, and program requirements for CalFresh to better assist clients and staff.

• Participate in ongoing team meetings to support and promote CalFresh programming to internal stakeholders.

• Maintain working knowledge of social and health delivery systems in the Sacramento area and educate teammates as needed.

Other Duties/Responsibilities

• Support service delivery & volunteer support in local, and regional disaster/emergency services activation.

• Ensure compliance with all GISVNN policies, CARF standards, and safety and security regulations.

• Performs other duties as assigned

QUALIFICATIONS:

Basic Qualifications of the Role:

• Associate's degree or higher in Social Work, Human Development, Sociology, Psychology or related field from accredited university or college, or equivalent work experience with community based organizations that service children, families and vulnerable populations.

Or

• 2+ years’ direct client services experience in a community based health, social service, information and referral or non-profit setting.

• Excellent organizational and time management skills.

• Effective oral, listening and written communications skills.

• Strong critical thinking and problem solving skills.

• A positive attitude with a desire to learn and impact community members in need.

• Proficiency in use of client relationship management tools, web and sms-based communications platforms, Microsoft Office Suite.

• Must not present a direct threat to the safety and health of self, others or property.
• No record or disclosure of criminal conviction that indicates a tendency toward theft, violence, dishonesty, deceit, drug manufacture or sale, moral turpitude, or predatory behavior. 
• Must provide proof of identification and eligibility to work in the United States of America. 
• Must/May be required to pass a drug and background screening.
• Must be able to perform essential functions of this job description with or without reasonable accommodation.

Preferred Qualifications of the Role:

• Working knowledge of County benefits programs.

• Certified Application Assister (CAA) Certification