Helpline Specialist at Camillus House Inc – Miami, Florida

Who We Are
At Camillus House, we are driven by our mission to serve the poor and homeless in South Florida. Guided by the teachings of St. John of God, we provide comprehensive services including housing, healthcare, behavioral health, and supportive programs that restore dignity and hope. Our core values—Hospitality, Respect, Quality, Spirituality, and Responsibility—are central to our work and shape how we serve our community, support one another, and steward the resources entrusted to us.

Who You Are
You are a compassionate, mission-driven professional who thrives on helping individuals at risk of homelessness. You bring strong communication, problem-solving, and organizational skills, and you are comfortable navigating multiple resources to provide accurate and timely assistance. You value collaboration, maintain professionalism under pressure, and are committed to enhancing the lives of the vulnerable populations we serve.

What You’ll Do
As a Helpline Specialist, you will serve as the primary front-line contact for individuals seeking emergency services and support to prevent homelessness. Reporting to the Helpline Specialist II, you will answer and screen calls, provide referrals, and maintain accurate records to support program operations and reporting. Your responsibilities include:

• Call Management: Answer all incoming calls and return phone calls within 24 hours, providing timely assistance and guidance.
• Eligibility Screening: Conduct initial screenings over the phone for income level, geographic location, needs, and other relevant criteria to determine program eligibility.
• Information Management: Maintain up-to-date records of in-house and external resources and compile information from call logs and databases for program reports.
• Referral Coordination: Provide callers with referrals for emergency rental, utility, housing, outreach, legal, and other direct services based on eligibility and need.
• Support for Homeless Callers: Connect individuals who are already homeless to appropriate outreach teams and emergency housing programs.
• Support for At-Risk Callers: Offer guidance and resources to prevent imminent eviction and provide support through programs such as the Camillus House Prevention Program and Citrus Health Network HAND Program participants.
• Other Duties as Assigned

What You’ll Bring

• Ability to understand and practice the mission, vision, and values of Camillus House.
• Ability to maintain a high level of poise, professionalism, and cultural sensitivity in all circumstances.
• Computer proficiency, including Word, Excel, and data collection programs.
• Effective organizational, interpersonal, and communication skills to manage multiple tasks and deadlines.
• High school diploma required; college degree preferred.
• Proficiency in English; Spanish preferred. Additional languages a plus.
• Successful completion of Toxicology test, Level 2 and local background screening.
  

Benefits & What We Offer

• Comprehensive Medical Plans (PPO & HMO options)
• Dental & Vision Insurance
• GAP Insurance (employer paid)
• Employer-paid Short-Term & Long-Term Disability
• Employer-paid Life Insurance
• Voluntary Life & AD&D
• Accident & Critical Illness Insurance
• Long-Term Care Insurance
• Wellness Program (PHMP)
• Employee Assistance Program (EAP)
• Pet Insurance
• Paid Vacation & Sick Time
• Paid Federal & Floating Holidays

Equal Opportunity Employer

Camillus House is an equal opportunity employer and a drug-free workplace. We are committed to creating an inclusive environment for all employees, valuing diversity, and fostering a culture of equity.