HUMAN RELATIONS INTAKE COORDINATOR

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:

(The following conditions must be met for a position to be allocated to this class.)

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

Typical Examples Of Work (Illustrative Only)

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

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
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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 10/11)

Education

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

General Experience

Two years of experience providing intake, receptionist, customer service or advanced clerical services in a human relations commission or agency for local, state or federal government, or a social service agency engaged in anti-discrimination work or the provision of community advocacy services.

NOTE:

An additional two years of college may be substituted for one year of general experience.

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.

PAY RANGE:

EP10

Class Established:
- 6/68
Spec. Revision:
- CSC: 7/11, Ad Board: 9/11
Latest Spec. Revision:
- CSC: 10/11, Ad Board: 10/11

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City Of Philadelphia Office Of Human Resources

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