Client Care Advocate/Intake

Summary: The Client Care Advocate is an integral part of City Rescue Mission's Intake Center and serves as one of the first points of contact for those seeking shelter and other assistance. This position is responsible for welcoming and engaging clients, helping maintain a safe and orderly intake process, completing assigned triage and standardized screenings, connecting clients with practical resources, assisting with intake and HMIS documentation, and supporting the Diversion Specialist in identifying the next best intervention for each person. The Client Care Advocate will work alongside the Diversion Specialist, provide backup for routine diversion functions within established training and protocols, collaborate with shelter and community partners, and help ensure clients receive timely, compassionate, housing-focused services.

Essential Duties & Responsibilities:

The Client Care Advocate provides compassionate, respectful, and client-centered support to individuals seeking shelter and related services through City Rescue Mission’s Intake Center.

• Greet and assist clients seeking shelter or services while providing a welcoming, compassionate, and non-judgmental experience.
• Explain the intake process, available services, client expectations, and next steps clearly and professionally.
• Conduct client triage, screenings, and assessments in accordance with CRM, Coordinated Entry, and Continuum of Care (CoC) procedures.
• Gather information regarding housing history, immediate needs, safety concerns, available resources, barriers, and support systems.
• Identify and appropriately escalate urgent medical, behavioral health, safety, domestic violence, trafficking, substance-use, or other crisis concerns.
• Work closely with the Diversion Specialist to assist clients with housing problem-solving, diversion options, community resources, transportation, benefits, identification, employment, and other supportive services.
• Provide backup support for routine diversion activities when needed and refer complex or high-risk situations to appropriate staff.
• Assist clients with applications, appointments, phone calls, verifications, releases, transportation arrangements, referrals, and other steps necessary to access services.
• Connect clients with community resources and provide warm handoffs whenever possible to improve successful service connections.
• Complete or assist with shelter intake, required documentation, orientation, and coordinated handoffs when shelter is determined to be the appropriate intervention.
• Provide client transportation as needed and in accordance with agency policy.
• Maintain accurate and timely client documentation, including HMIS enrollments, screenings, referrals, contacts, outcomes, consents, and required forms.
• Maintain strict confidentiality and comply with HMIS privacy, data-quality, record-retention, and informed-consent requirements.
• Collaborate with Intake Center staff, shelter teams, housing staff, security, community providers, and other CRM departments to ensure coordinated services.
• Participate in team meetings, training, supervision, case consultation, community meetings, and continuous-improvement activities as required.
• Utilize de-escalation techniques, maintain professional boundaries, and follow all safety, mandatory-reporting, incident-reporting, and emergency procedures.
• Promote client dignity, empowerment, self-determination, cultural sensitivity, and individual choice in all interactions.
• Perform other duties as assigned that are consistent with the general scope and purpose of the position.

Qualifications:

• Previous experience working with individuals experiencing homelessness or in shelter services, intake, diversion, resource navigation, housing, case management, or a related human-services setting preferred.
• Knowledge of community resources, including housing, mental health, substance-use treatment, employment, benefits, transportation, identification, and healthcare services.
• Strong interpersonal and communication skills with the ability to build rapport, advocate for clients, and collaborate effectively with staff and community partners.
• Ability to assess client needs and barriers, identify appropriate resources and next steps, and provide compassionate, client-centered support.
• Strong organizational and time-management skills with the ability to manage multiple priorities, client documentation, referrals, and deadlines.
• Ability to learn and consistently follow established screening, intake, diversion, documentation, referral, confidentiality, and safety procedures.
• Demonstrated conflict-resolution, crisis-management, problem-solving, and de-escalation skills.
• Ability to work effectively and respectfully with diverse populations, including individuals with disabilities.
• Proficient computer skills and ability to use office software and data-management systems; HMIS experience preferred.
• Ability to maintain strict confidentiality, professional boundaries, ethical standards, and agency policies.
• Must have reliable transportation, a valid Oklahoma Driver’s License, a clean Motor Vehicle Record, and auto insurance that meets agency requirements.
• Must successfully pass required criminal background and Motor Vehicle Record (MVR) checks.
• Must demonstrate empathy, patience, sound judgment, professionalism, and a genuine desire to positively impact individuals experiencing homelessness.