Key Responsibilities and Required Skills for Family Services Assistant

🎯 Role Definition

The Family Services Assistant is a foundational, client-facing role dedicated to supporting the work of Case Managers and Social Workers within our organization. You will be the first point of contact for many families, providing a welcoming and supportive environment while assisting with intake, resource navigation, and administrative case management. The ideal candidate is deeply committed to making a tangible difference in the community, possesses exceptional interpersonal skills, and is adept at handling sensitive situations with professionalism and empathy. This position is crucial for ensuring the smooth and effective delivery of services that empower families to thrive.

📈 Career Progression

Typical Career Path

Entry Point From:

Case Aide or Social Work Aide
Administrative Assistant (in a non-profit or social services setting)
Direct Support Professional or Community Health Worker

Advancement To:

Family Services Coordinator or Case Manager
Program Coordinator / Specialist
Intake Supervisor or Lead Family Services Worker

Lateral Moves:

Community Outreach Coordinator
Resource Navigator / Specialist
Volunteer Coordinator

Core Responsibilities

Primary Functions

Conduct comprehensive intake interviews with individuals and families to gather essential information, assess immediate needs, and determine eligibility for various programs and services.
Provide direct, front-line support to clients in person, over the phone, and via email, answering inquiries and offering guidance in a compassionate and professional manner.
Assist clients in completing applications for benefits and services, such as housing assistance, SNAP, Medicaid, and childcare subsidies, ensuring accuracy and timeliness.
Meticulously maintain accurate, confidential, and up-to-date client case files and records, documenting all interactions, services provided, and progress notes in the case management system.
Actively research, identify, and connect families with appropriate internal programs and external community resources, including food pantries, mental health services, legal aid, and employment support.
Schedule appointments for clients with Case Managers, specialists, and partner agencies, and provide reminders to ensure attendance and follow-through.
Perform home visits alongside Case Managers to assess family environments, build rapport, and deliver services directly within the community.
Provide crisis intervention and de-escalation support for clients experiencing acute distress, immediately connecting them to clinical staff or emergency services as required.
Assist in the development and implementation of individualized family service plans by gathering client data and providing input to the case management team.
Monitor client progress towards goals outlined in their service plans and report any significant changes, challenges, or successes to the supervising Case Manager.
Facilitate or co-facilitate psycho-educational groups, parenting classes, or life skills workshops for clients and community members.
Translate for non-English speaking clients or arrange for interpretation services to ensure effective communication and equitable access to services.
Manage a small caseload of low-acuity clients under direct supervision, providing basic case management and follow-up support.
Collect, enter, and manage client data in organizational databases (e.g., ETO, Salesforce) to support program evaluation, grant reporting, and quality assurance.
Advocate on behalf of clients with other agencies, landlords, schools, and service providers to overcome barriers and ensure their needs are met.
Distribute tangible assistance like food vouchers, transportation passes, and diaper supplies, and maintain accurate inventory and distribution logs.
Follow all mandated reporting laws, promptly reporting any suspected child or vulnerable adult abuse or neglect to the appropriate authorities.
Participate in regular team meetings, case conferences, and clinical supervisions to review cases, discuss challenges, and coordinate care effectively.
Stay informed about changes in public benefits, community resources, and best practices in social services through continuous training and professional development.
Provide empathetic, culturally competent, and trauma-informed support to a diverse population of clients, respecting their unique backgrounds and experiences.

Secondary Functions

Assist with planning, organizing, and executing community outreach events, resource fairs, and seasonal drives (e.g., back-to-school, holiday giving).
Provide general administrative and clerical support to the family services team, including filing, photocopying, and preparing mailings.
Prepare and organize materials, handouts, and supplies for client workshops, support groups, and team meetings.
Contribute to the creation and updating of a comprehensive community resource directory for use by staff and clients.

Required Skills & Competencies

Hard Skills (Technical)

Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Experience with Case Management Software (e.g., ETO, Salesforce for Nonprofits, CharityTracker).
Accurate and efficient data entry and database management skills.
Knowledge of local and regional community resources and social service networks.
First Aid and CPR Certification (or willingness to obtain).
Understanding of HIPAA and client confidentiality regulations.
Mandated Reporter Training/Certification.

Soft Skills

Exceptional Empathy and Compassion
Strong Active Listening and Interpersonal Skills
Excellent Verbal and Written Communication
Crisis Management and De-escalation Abilities
High Level of Cultural Competency and Humility
Strong Organizational and Time Management Skills
Resilience and the ability to manage stress in a high-pressure environment
Problem-Solving and Critical Thinking
Professional Boundary Setting
Collaborative and Team-Oriented Mindset

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's or Bachelor's degree from an accredited university.

Relevant Fields of Study:

Social Work or Human Services
Psychology, Sociology, or a related behavioral science field

Experience Requirements

Typical Experience Range: 1-3 years of experience working in a social services, non-profit, or community-based organization.

Preferred: Direct experience in a client-facing role involving intake, case assistance, or resource navigation. Lived experience with the challenges faced by the communities we serve is highly valued. Bilingual ability (e.g., Spanish, Haitian Creole, etc.) is a significant plus.