Contact Center Scheduling Manager jobs in El Paso, TX

The Drop-In Center Case Manager will help manage a Drop-in Center space that provides a safe environment for homeless youth, at-risk youth, and survivors of commercial sexual exploitation to learn new life skills, build healthy relationships, access resources, receive crisis support, and build internal resources that reduce their vulnerabilities to being victimized by the commercial sex industry. As part of the Drop-in Center and Youth Outreach and Housing team, the Case Manager ensures that programming in the Drop-In Center is gender-responsive, culturally relevant, trauma-informed, and strengths-based. The focus of the Drop-In Center services are to identify and encourage homeless, runaway, trafficked, and street youth to access services and will also be trained on systems of care for adults they encounter who need help. Under the supervision of the Program Manager, the Drop-in Center Case Manager is responsible for providing direct case management services to clients; performing intake and follow-up assessments; identifying, assessing and recruiting eligible youth into the housing programs; assisting with coordinating educational and educational opportunities for clients; and assisting other Drop-in Center/Street Outreach staff in crisis intervention. The Drop-In Center staff ensure that programming in the Drop-In Center is culturally relevant, trauma-informed, and strengths-based. Team members work closely with the El Paso Street Outreach Consortium and the Coalition for the Homeless of El Paso.

Primary Duties and Responsibilities

• Maintain extremely high standards and levels of attention to detail in creating a welcoming and healthy youth development environment.
• Manage data collection and quality assurance systems to ensure data and records are accurate and consistently ready for file audits, peer reviews, and visits from funders.
• Manage and conduct outreach, building a base of knowledge and data regarding areas of need and services available to meet those needs.
• Assist in conducting street outreach targeting the identification of homeless, trafficked, abused, and runaway youth.
• Will be trained in crisis de-escalation techniques, engagement, CSEC and the CSE-IT tool, Motivational Interviewing, and trauma-informed care.
• Ensure systems of documentation are accurate and recorded in a timely manner
• Remain calm in a crisis, offering support and reassurance to clients and staff during periods of high stress.
• Provide direct Case Management services to Drop-in Center youth that access services at the Drop-in Center.
• Complete intake assessments and follow-up case notes for clients who access services.
• Coordinate directly with other homeless service providers to identify shelter or housing availability for Drop-In Center youth.
• Build and maintain relationships in the community to effectively work towards identifying and securing stable housing and long-term services.
• Assist clients with identifying and meeting short-term and long-term needs.
• Assist clients by providing appropriate community referrals such as educational, employment, medical or financial resources.
• Utilize trauma informed care and harm reduction modelswhen working with clients.
• Work with clients to link them to opportunities for educational/employment advancement.
• Maintain client records in the Homeless Management and Information System (HMIS), case files, and agency database.
• Transport clients, as needed (example: medical appointments, to shelter).
• Work with Drop-in Center/Street Outreach team to respond to calls, conduct intake assessment, transport clients to safety, and plan follow-up.
• Share on-call duties with DIC/SOP staff.
• Provide backup and related supportive services to other agency staff, as needed.
• Other duties, as required or assigned by the Programs Manager and/or Division Director.

Skills

• Outstanding interpersonal skills and the ability to relate well to diverse individuals at all organizational levels.
• A strong results orientation, openness to new ideas, and a proven ability to deliver a consistently high quality of service to external and internal work partners.
• Excellent written and verbal communication skills.
• Problem solving skills are essential for developing creative solutions to program/personnel challenges as they arise.
• Detailed knowledge of diversity and needs of homeless youth, particularly those who identify as LGBTQ and those who have been exploited.
• Ability to be flexible and adapt to changes in staffing, program scope, assigned tasks, and modalities utilized, setting the example for team members as changes are made.

Minimum qualifications for this position include:

• A Bachelor’s Degree in a human service-related field and at least two years of experience working with vulnerable youth, homeless youth, and/or CSEC survivors.
• The ability to read, write, and speak English is required, and speaking Spanish fluently is preferred.
• Exceptional computer skills, including proficiency in using the Microsoft Office Suite of business applications: Word, Excel, and PowerPoint.
• Good time management, organizational, and interpersonal skills, and ability to communicate effectively with individuals from all walks of life.
• A periodic criminal background check is required.
• Must have driver’s license, vehicle in safe operating condition, and maintain proof of current insurance at Texas minimum standards.
• Must be able and willing to travel for trainings/meetings/conferences, including by air.
• Must be able to walk, sit, stand, and lift and carry at least 25 pounds.

Personal & Professional Conduct

• The first responsibility of all El Paso Center for Children employees is to ensure the safety, welfare, and dignity of the youth and families the Center serves. All employees must exemplify the highest standards of professional and ethical conduct, and abide by the Code of Conduct set forth in the Center’s Personnel Policies.

Flexibility

• Every program at the Center is community and client-centric. Working with diverse partners to meet the needs of youth in our community demands flexibility. The scope of work is subject to change based on the team’s performance, the funder’s expectations, and agency/management strategic goals. The flexibility needed in this role includes scheduling appropriate and relevant hours for DIC/SOP operations, scheduling of meetings/events/activities, scheduling supervision sessions with staff, training, staff meetings, and out-of-town travel for training and/or grant requirements.

Work Environment

• Drop-In Center environments, working in communities, and conducting street outreach. Travel across the community and to areas targeted as most likely to have a presence among the targeted population. Evening and weekend work are common.

Job Type: Full-time

Salary: $18.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance