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Job Description If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our IT support engineer position. The overall performance objective of the Support Engineer I is to provide the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in all cases using good judgment and timeliness in responding to and resolving each issue to the customer’s satisfaction. Success is defined by the timely resolution of requests in the best possible order based on priority. The position requires accurate documentation, tracking, and monitoring to ensure a timely resolution. Essential Functions and Responsibilities Customer Facing • Provide front line phone coverage, and participate in various call center groups, • Provide on-site assistance to clients within your local geography, • Provide excellent customer service to Xantrion’s client base., • Provide technical support as assigned for issues related to computer systems, software, and hardware., • Log and track support requests in ConnectWise., • Prioritize and/or escalate tickets as required to ensure customer satisfaction., • Brief customers, as well as management, on the status of current resolution efforts., • Work with third party support providers when necessary., • Submit semi-monthly timesheet and expense reports., • Attending scheduled training and meeting sessions., • Ability to work a variable shift any time during Xantrion’s business hours., • Perform audits of customer information and systems as necessary to ensure accuracy., • Take support tickets from the dispatcher., • Update and schedule service tickets until issues have been resolved or further escalated. Formal Education & Certification • Bachelor’s degree from a four-year university or equivalent experience (not required), • Basic diagnostic and analytical skills., • Basic competency in the use and troubleshooting of MS Office products., • Experience using Windows 7, 10, and/or Mac OS., • Basic computer literacy across both hardware and software., • Positive attitude., • Strong written, oral, and interpersonal communication skills., • Strong telephone presence with organized follow-up skills., • Ability to follow established operating procedures, • Strong, service-oriented, customer-focused., • Strong attention to detail., • Experience working constructively in a team-oriented, collaborative environment., • Ability to effectively multitask, managing time, prioritizing and executing tasks in a high-pressure environment., • Demonstrated interpersonal skills, able to foster strong relationships internally and externally., • Manager and peer review of goal achievement., • Coachability, willingness to work as a member of a team., • Detailed ticket notes at every step of the resolution., • Appropriate amount of time is correctly coded per day., • Ticket queue is properly scheduled. Assigned tasks do not “fall through the cracks”., • Internal and external customer satisfaction scores., • Sitting or Standing for Long Periods: Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue and maintain comfort., • Viewing a Computer Monitor: Sustained ability to focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings to reduce eye strain., • Digital Dexterity and Hand/Eye Coordination: Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals with precision., • Oral Communications: Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills., • Use of Peripheral Devices: Handling and operating devices such as a mouse, headset, and other computer accessories with precision and ease., • Basic Ergonomic Adjustments: Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain., • Environmental Awareness: Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity., • Occasional Lifting and Moving: Ability to lift and move light objects, such as laptops, documents, and office supplies, as needed., • Periodic Travel to Customer Offices: Willingness and ability to travel to customer offices as required, which may involve air travel, driving, ride-sharing, or using public transportation., • Periodic Travel to Xantrion’s Office: Willingness and ability to travel to Xantrion's office or shared workspace as needed, which may involve air travel, driving, ride-sharing, or using public transportation., • Light Lifting and Carrying of Computers and Equipment: Ability to lift and carry computers and related equipment, typically weighing up to 20 pounds., • Follow and support company policies and procedures as well as all local, state, and federal laws., • Always maintain confidentiality of company and customer records and information., • Maintain a professional image, adhering to Xantrion’s dress code., • Must have an existing cell phone (running current Android or iOS)., • Must have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencing., • Must have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptable. Client information must always be kept private., • Must use Xantrion-provided PC and headset to execute job functions.Benefits, • Salary range $60K - $75K; depending on experience., • 100% of medical, dental, and vision for you and your family., • 401K with company match up to 4% of salary., • Certification reimbursement and annual training budget., • 17 Days PTO per year in addition to paid training days. Powered by JazzHR aUgZdD7XIs

Job Description:\n\nSalary: $30 to $35 Hourly Senior Case Manager ABOUT US Founded in 1991, Hope Solutions, formerly Contra Costa Interfaith Housing, is avibrantandsocially responsive non-profit agency that provides permanent housing and vital support services to over 2,000 homeless or at-risk families and individuals in Contra Costa County. Over 40 faith-based communities support our work, although there are no religious requirements or affiliations to receive services. Are you seeking a new role that fully utilizes your talents and potentialwhile helping to make the world a better place? If so, please read on! What are you passionate about? At Hope Solutionswe envision a world in which everyone has a place to call home and the support of a strong community so that they can live with dignity and reach their full potential. We strive to be inclusive and responsive to community needs. We are committed to excellence and accomplish our work with integrity, respect, compassion, and humility. Hope Solution's mission is to heal the effects of povertyandhomelessness by providing permanent housing and vital support services to highly vulnerable families and individuals. Could our mission be your mission? Learn more about us @hopesolutions.org TEAM SNAPSHOT We're adding to our team of passionate folkswho are on a mission to help make the lives of others betterthrough services and support that lead to a higher quality of life for our clients. We'd like to learn more about youapply for the role! What's our team like? Here's a snapshot of some of the folks at Hope Solutions who help advance our vision to achievesecure housing and the dignity of self-sufficiency for the homeless and at-risk families and individuals in Contra Costa County. A FEW OF US... DeanneChief Executive OfficerResides with her husband and three children. Enjoys hiking, camping, reading, cooking, and cheering at her kids' games. AlexChief Operating OfficerLives with his wife, son, and dog (and loves when the grandkids visit!). MSW and macro social worker who enjoys reading, baseball (Go Giants!), cooking, hiking, jazz, and family time. ChristinaChief Financial OfficerResides with her husband, son, two daughters, and their dog. MPA, Non-Profit Graduate Certificate, and 20+ years in finance; enjoys traveling and family time. BethDirector of Clinical and Support ServicesResides with her sister and son. Licensed psychologist with 30+ years working with children and families; enjoys singing, cooking, gardening, and traveling. BillVice President of ProgramsResides with his partner. Licensed Marriage and Family Therapist with 25+ years experience working with underserved populations, specialized training in somatic psychotherapy and end-of-life care; enjoys reading, gardening, and meditation. CaylaDirector of Evaluation & Learning Resides with her husband and children. MBA in Business Analytics that thrives on spreadsheet analysis, dashboard creation, and reading. DebbieDirector of Development & External RelationsResides with her husband, two teenagers, and a rescue mutt. Leads external relations and development with 20+ years in marketing and communications. DominickDirector of Re-Entry Housing & ServicesA fourth-generation San Francisco native and father of four, holds a B.S. in Criminal Justice and an M.A. in Leadership. In his free time, he enjoys music, travel, nature, cooking, and quarterly wine trips. GessikaDirector of Properties & Support ServicesA Bay Area native and former frontline social worker, Gessika leads housing and support programs that promote long-term stability by addressing mental health, housing access, and systemic injustice. She brings over 15 years of nonprofit leadership and clinical social work experience, with expertise in trauma-informed care, program development, and advocating for frontline staff. KristinaDirector of Human ResourcesResides with her spouse, child, and French Bulldogs. 20+ years in leadership, operations, and people management; Bachelor's in Business Administration, SHRM-SCP certified; enjoys family time, lifting weights, indoor cycling, hiking, and laughter. MashalDirector of Housing & Support ServicesResides in the Bay Area. Daughter of Afghan refugees; enjoys weekends with her son, concerts, reading, and Sonoma Coast drives; former Program Manager for housing and care for chronically homeless adults with AIDS/HIV; co-chair for Hope Solutions' CARE Committee and board member. TanyaDirector of Rapid Re-Housing & NavigationResides with her husband, daughter, and two sons. Master's in Counseling Psychology with 15+ years serving underserved populations; enjoys music, comedy, movies, exercising, and basketball. WHO WE ARE LOOKING FOR: The Senior Case Manager at GPA (Garden Park Apartments) provides home-based case management, ongoing assessment of consumer needs, linkage to medical, mental health, recovery, financial and/or legal services needed for housing stability, assistance with landlord/property manager relationships, and eviction prevention services to persons receiving housing operated under the Continuum of Care and located at Garden Park Apartments in Pleasant Hill. Working collaboratively with Housing Authority and Health Housing and Homeless Services staff as well as with other providers involved in consumer well-being, the Case Manager provides individualized, flexible support to formerly homeless or at-risk families, youth, adults, and seniors to maintain housing stability and achieve self-set personal Action Plan goals. All Case Management services are participant-driven and delivered with a strength-based, trauma-informed, and culturally responsive approach. Case Management services are delivered in the community and in the home at the consumers convenience. Supervisory Responsibility: None The Senior Case Manager may assist the Program Manager with any or all of the following (and is expected to handle at least one bullet per subsection): WHAT WILL YOU DO: Onboarding:Participating in the hiring process.Training staff on team-specific Standards of Practice (SOPs), documentation, and paperwork.Supporting staff in using HMIS/Apricot for data entry, note-taking, and referral tracking.Providing shadowing opportunities for home visits and fieldwork, and exposing new staff to assessments, intakes, resource connections, follow-ups, exits, and landlord interactions. Client Intakes and Assessments:Training and assisting staff (both new hires and those needing guidance) with program-specific paperwork, contract liaison forms, and filing/documentation processes.Maintaining relationships with contract liaisons and referral sources. Act as the point of contact in the manager's absence and participate in contract liaison meetings. Data and Reporting:Reviewing, generating, & customizing reports in HMIS/Apricot to support your/your teams work.Monitoring program outcomes using dashboards and reports, addressing key data points such as exits, income changes, and flagged items.Managing and tracking subsidy requests by preparing and submitting them to the manager and collaborating on data reviews.Participating in quarterly data and finance meetings to align on reporting and outcomes. Managerial Support and External Representation:Provide ongoing support to staff, offering guidance and feedback as needed, in small groups and/or teams meetings.Serve as the point of contact when the manager is unavailable, ensuring communication with the director and updating the manager upon their return.Attend community and external meetings on behalf of Hope Solutions, creating agendas, hosting discussions, and taking detailed notes.Facilitate family events, such as monthly Resident Dinners, in conjunction with the Volunteer Coordinator, community partners, volunteers, and staff members. Client Support:Maintain awareness of culturally diverse consumer populations and perform duties with attention to cultural needs.Maintain contact with all consumers in the caseload and provide home visits according to an identified level of need.Perform comprehensive psychosocial, life skills, and financial assessments.Working collaboratively with consumers, developing and monitoring progress on individual or family service plans, encouraging independent action, and/or providing aid as appropriate.Provide Case Management support, including but not limited to assistance with budgeting, accessing needed benefits and services, accompanying consumers to mental health/medical appointments, and supporting overall housing stability.Assure the provision of supportive mental health interventions as needed, including mental health crisis management.Develop and facilitate four 8-week groups that support parenting, harm-reduction, and wellness for adults living at Garden Park Apartments. May coordinate these groups with other staff members when appropriate.Provide linkage for medical, mental health, addiction/recovery, financial, legal, and other community services as needed, and coordinate with all persons/agencies involved in a consumers service plan for the duration of service delivery.On an as-needed basis, assist consumers to locate units with landlords/property managers willing to accept voucher payments and/or negotiate housing issues with existing landlords/property managers, supporting consumers to have quality, habitable homes.With consumer permission, collaborate closely with all providers involved in supporting them to overcome issues that may place them at risk for eviction, including but not limited to behavioral issues, mental health problems, or physical limitations that affect their ability to abide by lease agreements/rules of residency.Assist with consumer certification/verification paperwork as needed. Cultural Responsiveness:Awareness of and aptitude to understand, respect, and adapt to cultural and identity-based differences within group environments appropriately and effectively.Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility, authenticity, backgrounds, and goals.Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law. Organizational/Administrative Responsibilities:Professionally represent Hope Solutions in all circumstances.Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on consumers behalf, and assuring consumer safety.Comply with all local, state, and federal regulations and Hope Solutions policies and procedures.Complete required administrative paperwork and reports in a timely and accurate manner.Attend all required meetings, including but not limited to Hope Solutions staff meetings, team meetings, consumer case conferences, and linkage meetings with other agencies.Complete required personnel-related paperwork and complete expenditure reports for food supplies, petty cash expenses, and/or mileage in a timely and accurate manner.Document all services provided in a timely manner.Assist with data generation for reports and funding applications as needed.Perform other duties and responsibilities as assigned.On-call, after-hours, and backup work may be required. Position Qualifications:Knowledge of and belief in Housing First philosophy and strategies.Passion for and demonstrated experience successfully supporting vulnerable populations, especially homeless clients with mental disabilities.BA degree in social work or related field; equivalent experience will be considered.Minimum of two years experience in the human service field, preferably with housing retention barriers such as substance abuse, mental health, and/or income challenges.Bi-lingual in English/Spanish preferred.Outstanding written and verbal communication skills.Computer proficiency in the use of Microsoft and database applications.Must have an operational vehicle, auto insurance, valid California drivers license, and be willing to drive for work.Must pass LiveScan screening and TB test.Salary contingent upon skill and experience. Physical Qualifications:The person in this position may make home visits to consumers who live on second or third-floor apartments (without elevators) and will need to be able to climb stairs.May accompany consumers on walks to local resources (grocery store, childcare, parks) up to mile in distance.Must be able to work in a desk setting for up to 3 hours at a time to make calls to consumers, research resources on the internet, and collaborate with community providers with calls/emails.Office setting activities are required, such as typing on a laptop/computer to respond to emails, entering case notes into a database, and copying/faxing forms and documents on a copy machine related to maintaining or obtaining housing.Occasionally must be able to lift and carry objects weighing up to 25 pounds, including furnishings for new residents, files, holiday gifts, and food donations.Ability to drive an automobile and transport oneself and consumers to appointments or meet at consumer homes, including driving at night. Compensation & Benefits:Flexible, dynamic work environment.100% premium paid for employee Kaiser health and dental care.Matched 403b retirement savings.11 paid holidays, plus 3 floating holidays.Ability to accrue 2-4 weeks' vacation depending on tenure.Life insurance and Employee Assistance Program. We are an equal-opportunity employer. If you're a good fit, we want to meet you! * Please be advised that we are unable to provide sponsorship for this position. The nature of the work at Hope Solutions does not qualify us to support sponsorship. Only candidates authorized to work in the USA without the need for sponsorship will be considered.