Client Services Case Navigation Support Volunteer
**Please note that this volunteer opportunity is currently filled. However, please feel free to indicate your interest in this opportunity so we can reach out when it becomes available**
Client Services Case Navigation Support Volunteer
About Us
The Esperanza Center is a comprehensive resource center whose mission is to welcome immigrants by offering hope, compassionate services, and the power to improve their lives. Since 1963, immigrants from all over the world have trusted the center to help them navigate life in a new country. Our dedicated staff and volunteers provide services related to education, health care, immigration legal matters, family reunification, and general community support to thousands of immigrants each year.
Client Services is often the first place clients visit at the Esperanza Center. Our program handles over 5,000 inquiries annually to help immigrants navigate their way through agencies dealing with social services, housing, employment training, and assistance with adapting to U.S. culture. Our bilingual staff provides information and referrals including translations, assistance with forms, community advocacy and general orientation, notarizations, public health education, and more.
About the Position
The Client Services Case Navigation Support Volunteer will support essential administrative tasks, complete client intakes, respond to common requests, and research and provide clients with information about services and resources in their communities.
Tasks
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Maintain documentation best practices and assist with document scanning and file organization
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Check voicemail messages and answer and return phone calls
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Schedule and confirm appointments with clients
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Complete client intakes
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Help clients complete forms as needed
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Conduct research on resources and services available in client communities and update information on current resource and services list
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Respond to common requests such as drafting income letters, helping clients complete passport applications, and providing referrals
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Support eligible clients as they apply for public benefits such as SNAP, WIC, energy and water bill assistance, and healthcare insurance
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Other tasks as assigned
Qualifications
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18 years of age or older
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Fluent in English
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Fluent in Spanish strongly preferred
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Experience in social services, case management, or human services strongly preferred
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Able to volunteer during Client Services business hours for at least 12 weeks, 8 hours/week
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Comfortable talking on the phone
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Excellent customer service skills
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Familiar with Microsoft Office Suite
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Strong attention to detail
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Background check required
Physical Demands
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Able to remain in a stationary position for majority of volunteer time
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Able to communicate information and ideas so others will understand. Must be able to exchange accurate information with staff and clients
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Able to observe details at close range (within a few feet of the observer)
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Very frequently operates a computer and desk phone
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Sometimes positions self to maintain files in file cabinets
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Sometimes moves about the inside of the office to direct clients, or access office supplies, file cabinets, office machinery, etc.
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Sometimes lifts up to 20lbs
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May require bending, stooping, or otherwise accessing donations or items at various heights
Location and Schedule
This is an in-person volunteer opportunity with Client Services at the Esperanza Center (430 S Broadway, Baltimore, MD 21231). Volunteers will be asked to commit to volunteering for a minimum of 12 weeks. This volunteer opportunity is offered Monday-Thursday, 8:30am-4pm or Fridays 8:30am-2:30pm. Volunteers will be asked to come in for a minimum of one full day (8 hours) or two half days (4 hours x2) per week. Specific volunteer slots may be negotiated and are scheduled through the Client Services Manager.
**Please note that the first step in the process of becoming a Client Services Case Navigation Support Volunteer is to attend a Volunteer Information Session, which can be scheduled through the volunteer application**
