What are the responsibilities and job description for the Intake Specialist position at Housing Resources, Inc.?
HRI seeks compassionate and motivated people to join our Access Team in support of providing solutions to people experiencing homelessness and housing crisis.
There are 5 positions available across 5 shift schedules:
1. Full-Time; Monday through Friday - 12:30 AM to 8:30 AM (overnight)
2. Part-Time; Saturday and Sunday - 8:30 AM to 4:30 PM
3. Part-Time; Saturday and Sunday - 4:30 PM to 12:30 AM (2nd shift)
4. Part-Time; Saturday and Sunday - 12:30 AM to 8:30AM (overnight)
Please provide the position(s) you are applying for in your reply.
BASIC PURPOSE:
The Intake Specialist is a member of the Access Team and is responsible for completing the intake process with the goal of providing a completed client profile for prioritization and determination of eligibility for programs and services through the coordinated entry, shelter access, and/or other systems and processes. Basic functions require effective teamwork and coordination, accurate and proficient data entry, compassionate approach to people needing services, and a strong collaborative approach in working with partnering community organizations. These functions are to be accomplished within the framework of established policies and procedures, under the overall direction of the Program Manager.
The Intake Specialist position supports coordinated entry and shelter access services that operate twenty-four hours daily, seven days a week including weekends and holidays. Intake Specialists are required to ensure that these services are available without disruption. This includes warm handoff to next scheduled specialist on duty, ensuring no gap in coverage.
PRINCIPAL ACCOUNTABILITIES:
- Meet with clients by telephone, virtual meetings, or in person to complete intakes demonstrating respect, empathy, and compassion.
- Execute the intake schedule by completing all appointments as scheduled, contacting clients for missed appointments and rescheduling.
- Conduct community outreach to complete intakes with underserved people wherever needed including day and night shelters, and community organizations as scheduled.
- Participate in the Coordinated Entry meetings with partnering agencies as assigned.
- Document all client and agency related business and activities accurately and formally in all applicable electronic and paper records and systems within two business days.
- Communicate information to clients verbally and in writing using formal, easy to understand, and professional methods.
- Utilize live data entry in systems to avoid duplication of paper and electronic records.
- Assist with data collection as necessary for reporting and program development.
- Function as a highly responsive team member with prompt, efficient and detailed responses to phone calls, emails and in person visits within two business days. Immediately respond to emergent issues.
- Function as the Agency’s fair housing representative when assigned.
- Maintain an active knowledge of all HRI programs, including eligibility requirements and services available including existing and emerging programs.
- Maintain an active understanding of community resources available to the public.
- Provide process improvement recommendations and implementation strategies to expedite programs and services as assigned.
- Provide coverage for housing department staff during absence or vacancies in overall support of the emergent needs of clients.
- Participate in case conferences, team, staff, and community meetings and committees as scheduled and assigned.
- Review and comply with all applicable policies and procedures, regulations and laws related to providing services to clients and agency strategic objectives.
- Adhere to all agency policies and procedures, local, state, and federal laws, and regulations.
- Act with compassion, empathy, and care for people experiencing homelessness and housing crisis.
- Maintain the confidentiality and privacy of client and agency business at all times.
In the event of staff absences or position vacancies (i.e. paid time off, medical leaves of absence), will perform additional responsibilities as necessary to meet department and/or organizational outcomes and objectives.
Execute cross-training/back-up processes to ensure on-going direct client services to accomplish the organization’s mission.
Infuse pride in organizational mission, vision, and values by acting with integrity, honesty, and knowledge that promotes culture and mission.
Performs other duties as assigned.
POSITION SPECIFICATIONS/SCOPE:
MINIMUM EDUCATION/EXPERIENCE REQUIRED:
High School Diploma required.
and
Minimum of 1 year of experience in customer service is required. Lived experience with homelessness or housing crisis preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent customer service skills including problem solving, de-escalation techniques and responding to client need for information.
- Excellent verbal and written communications skills.
- Ability to work in a fast paced, high volume, office environment or independently.
- Strong organizational skills
- Proficient computer and telephone skills
- Experience working independently and as a team member.
- Demonstrated experience working with a diverse group of individuals.
- Professional work and punctuality habits are necessary to accomplish organizational goals.
- Valid driver's license and reliable personal transportation