Client Advocate – GLIDE – San Francisco, CA

The Walk-In Center’s (WIC) Client Advocate collaborates with GLIDE staff, community partners and service providers to provide a comprehensive system of support, resources and services to clients. This person timely and accurately enters client data into customized databases to secure emergency shelter reservation with the goals of getting the client off the street, gathering accurate data for evaluation and internal and external reporting, and tracking measurable outcomes. The Client Advocate also assess clients’ immediate needs, refers clients to appropriate resources, advocates for clients when they cannot advocate for themselves, and responds to any client emergencies. This person maintains a cooperative, harmonious team environment in the WIC and promotes an atmosphere of dignity and respect for all. Regular and predictable attendance is essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties can be assigned, and the duties and responsibilities of the job are subject to change without notice.

• Refer clients to internal and external resources;
• Advocate for clients with emergency shelter staff, property managers, other service agencies, and other persons and entities;
• Assist in the development and implementation of community outreach and WIC activities;
• Attend community meetings and trainings as directed;
• Carry out client assessments and complete assessment forms. Assist clients in completing forms and questionnaires;
• Collect and timely and accurately enter client’s information into CHANGES database, ETO database, and other databases;
• Follow established procedures pertaining to communication, safety and emergency protocols;
• Maintain a daily log recording services provided and additional service coordination;
• Maintain current and accurate resource directories and materials;
• Make emergency shelter bed reservations, as available, for clients utilizing the CHANGES database;
• Prepare hygiene kits and distribute according to current WIC schedule;
• Provide support and resource counseling, and crisis intervention;
• Meet professional obligations through efficient work habits such as: meeting deadlines, honoring schedules, attending and actively participating in staff and individual meetings.

SUPERVISION:

None

QUALIFICATIONS:

• Ability to deal with difficult clients (e.g., angry, loud and/or verbally abusive). Ability to de-escalate oneself and those who may have difficulty managing their own behavior due to emotional, mental or physical illness and/or substance abuse;
• Ability to assess emergency situations and react in an appropriate manner including the ability to access ancillary medical/social services;
• Ability to prioritize work and to multi-task within specific timelines. Strong attention to detail, particularly in the area of documentation in case files and updating client databases;
• Ability to reason diplomatically and productively with others;
• Excellent interpersonal skills. Ability to establish and maintain effective working relationships with those contacted in the course of work. Exercises sound judgment in interactions with others;
• Understands the importance of confidentiality and able to maintain client confidentiality. Ability to adhere to HIPPA standards and other professional boundaries and standards;
• Works well under pressure and manages stress effectively in a demanding and fast paced multi-cultural environment;
• Demonstrates Cultural Humility. Has the ability to work effectively across cultures. Demonstrates a commitment to learning, communicating and working respectfully with people different from themselves;
• Commitment to the mission, values and philosophy of Glide.

EDUCATION and/or EXPERIENCE:

• High School Diploma/GED and experience working with homeless, low income, substance users, survivors of domestic violence, and/or those with mental health concerns, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job;
• Knowledge of methods of needs assessment, service linkage and follow-through;
• Possesses an understanding of the client’s community, and a basic understanding of psycho-social and economic issues that might impact clients: homelessness, substance use, mental health disorders, domestic violence, unemployment and underemployment;
• Demonstrates a commitment to advocacy for the homeless. Knowledge of Bay Area resources for the homeless.

LICENSES, PROFESSIONAL DEGREES, CERTIFICATES:

None

COMMUNICATION SKILLS:

• Exceptional verbal communication skills: Demonstrates the ability to listen, to speak respectfully and appropriately (given the other person’s language skills or emotional state). Uses language that deescalates others who may have difficulty managing their own behavior;
• Very good written communication skills: grammar, spelling and proofreading.

MATHEMATICAL SKILLS:

• Basic mathematical skills

COMPUTER SKILLS:

• Competent in the use of a computer, specifically MS Office;
• Familiarity with customized databases helpful. C.H.A.N.G.E.S. database experience highly desired, but not required.

PHYSICAL REQUIREMENTS

The physical demands described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

• Ability to see details of objects at close range;
• Ability to hear within normal range, and communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population;
• Ability to use standard office equipment, and access, input and retrieve information from a computer. Ability to use keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time;
• Requires physical ability to sit and keyboard for long periods of time (stationed at computer about 75% of work time);
• This person must take frequent short breaks, integrate stretching into her/his daily duties to avoid musculoskeletal disorders;
• Activities that occur frequently are: standing, walking, and handling. Activities that occur occasionally are: climbing staircases. Activities that occur infrequently are: bending, squatting, crouching, kneeling, twisting, reaching straight, above, and below shoulder level with both shoulders individually or at the same time, carrying and lifting up to 25 pounds;
• Ability to move quickly to address emergency or potentially dangerous situations. Clients have occasionally become physically threatening which require employees be mobile;
• Ability to use public and/or private modes of transportation. Duties are office based, but travel to various San Francisco venues is required.

WORK ENVIRONMENT

The work environment described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

• Fast paced, with frequent interruptions, crowded, demanding, social services office environment that serves clients who can become aggressive and threatening at times;
• Noise level can become loud, chaotic and distracting. Lighting is conducive to completion of work;
• Employees may be exposed to airborne pathogens;
• GLIDE’s buildings are located in the Tenderloin. Due to our surroundings, it is important to always be aware of what’s going on around you while walking around the neighborhood.
• GLIDE maintains an “open door” policy to the community and its clients, who frequently enter and leave the building.

GLIDE is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

At GLIDE, all employment is decided on the basis of qualifications, merit, and business need. We are committed to identifying and developing the skills and leadership of people from diverse backgrounds. People of color, differently-abled people and LGBT persons are strongly encouraged to apply.

Please send your resume for immediate consideration. Help us get to know you by including a note about yourself, plus any additional info that might be relevant!