5C30

PAY RANGE: EP10**

 

HUMAN RELATIONS INTAKE COORDINATOR

          (Bilingual)

(General)

 

GENERAL DEFI­NITION

 

          This is paraprofessional community relations work as an intake coordinator for the City’s commission charged with eliminating discrimination in employment, housing, city services, and public accommodations. An employee in this class provides intake services for the professional staff in the commission by conducting interviews in order to collect facts and information related to complaints of alleged discrimination, neighborhood conflicts and unfair rental practices. A significant aspect of the work includes receiving and directing new intakes to the appropriate commission units and providing referrals to relevant external agencies and organizations. Work includes maintaining electronic databases and case files, writing reports and correspondence, serving as a community liaison and may include other general clerical and receptionist functions including the screening of telephone calls, e-mails, and visitors. Work is performed under the supervision of an administrative superior.

 

ALLOCATING FACTORS

 

·       An employee in this class must provide intake services for the Commission on Human Relations.

 

TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)

 

BILINGUAL SPECIALTY

 

          Performs the duties shown below with members of a foreign language speaking community.

 

GENERAL SPECIALTY

 

          Performs intake work for the Commission responsible for enforcing the City’s ordinances prohibiting discrimination and unfair treatment, and other applicable state and federal laws.

          Performs intake interviews on phone and in person to obtain facts and information related to complaints of alleged discrimination, neighborhood conflicts and unfair rental practices.

          Screens phone calls, e-mails and visitor concerns and works with supervisor to determine if problem is within the scope of agency responsibility; receives and directs public concerns and information requests concerning discriminatory practices to the proper commission unit; receives and directs information requests concerning non-discriminatory matters to the appropriate government or private agencies.

          Completes intake questionnaires and forms for acceptable cases; submits completed forms to supervisor for further agency investigation; makes referrals to other appropriate agencies or institutions; performs all necessary follow-up including serving complaints on parties.                  

          Creates and maintains electronic database and files; drafts reports and correspondence; may perform general clerical work.

          Serves as a liaison and resource person with community organizations and special interest groups; maintains contact with organizations and groups to sustain communication and relationship.

          Performs related work as required.

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

 

KNOWLEDGE OF:

 

·       local, state and federal civil rights laws

·       the community resources available to assist in meeting problems regarding race, sex, religion and ethnic discrimination

·       mediation procedures, principles and practices

·       the methods and techniques of investigation as they relate to discriminatory practices

·       social factors and causes of inter-group tension

·       the social problems in the determination of discrimination in the employment, housing and public accommodations fields

 

SKILL IN:

 

·       written and oral communication

·       understanding and following oral and written instructions

·       exercising tact, judgment and patience in dealing with others  

 

 ABILITY TO:

 

·       analyze facts and exercise sound judgment

·       work with a variety of individuals concerning sensitive or personal problems prepare comprehensive, thorough and efficient intake notes

·       prepare a variety of records and reports

·       establish and maintain effective working relationships with city employees, community organizations, and the  public

·       present ideas effectively, both orally and in writing

·       respect the right of privacy and maintain confidentiality of callers and visitors

·       organize and prioritize multiple tasks

·       work independently on tasks and assignments

·       utilize alternative methods or solutions to respond to inquiries

·       assist in major project activities

·       understand and explain technical or complex City services or procedures

·       understand and explain local and state landlord and tenant laws and property maintenance codes

·       understand and explain city of Philadelphia Licenses and Inspections rules and procedures

·       speak, read and write for the bilingual specialty the job required foreign language and English fluently

·       comprehend the special problems affecting persons of a foreign language speaking group for the bilingual specialty, relevant to the areas of employment, housing and public accommodation

·       recognize and acknowledge the multi-cultural backgrounds of the various groups in a foreign speaking community

 

MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE  (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests.  Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 3/23.)

 

EDUCATION:

 

          Completion of an associate’s degree from an accredited college or university.

 

AND

GENERAL EXPERIENCE:

 

One year of legal administrative experience or intake experience in a social services or governmental agency.

 

OR

 

One year of experience providing receptionist or customer service work for an advocacy organization.

 

 

NOTE:          An additional two years of experience may substitute for the education required.

 

NOTE: Selective Factor Certification may be utilized, as needed, to fill specific positions.

In accordance with Civil Service Regulation 11.032 - Selective Factor Certification – the appointing authority may request certification of eligible candidates with sufficient training and/or experience to be able to read, write, and speak fluently and clearly in a designated non-English language to fill specific positions in this class. Certification to fill such position will be made from of the two highest ranking eligible candidates on the eligible list who possess the specified language skills.

 

BILINGUAL SPECIALTY

 

          Sufficient training and/or experience to be able to read, write, and speak fluently and clearly in a designated non-English language as required by the job assignment.

 

PHYSICAL AND MEDICAL REQUIREMENTS

 

          Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

 

LICENSES, REGISTRATIONS, AND/OR CERTIFICATES

 

          Possession of a valid proper class motor vehicle operator's license issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment as a Human Relations Intake Coordinator if required by work assignment.

 

Class Established 6/68

Spec. Revision: CSC: 7/11; Ad Board: 9/11

Spec. Revision: CSC: 10/11; Ad Board: 10/11

Latest Spec. Revision: CSC: 2/23; Ad Board: 3/23

Change in pay rate: CSC – 7/24; Ad. Board. – 8/24

 

 

 

CP