Temporary Central Intake Supervisor

Community Economic Defense Project•Denver, CO

1d•$73,000•Hybrid

About The Position

The Community Economic Defense Project (CEDP) is a Colorado-based nonprofit launched in 2020 as the COVID-19 Eviction Defense Project. Our mission is to partner with low-income and working people to build economic and racial equity by confronting economic abuse and investing in community wealth. We use legal, economic, and advocacy tools to challenge unjust systems. Our team serves over 1,000 people per month, combining housing lawyers, economists, data analysts, policy experts, organizers, and technologists. We have served over 50,000 low-income Coloradans, distributing over $200 million in emergency assistance and contributing to major legislation. CEDP's model has been recognized as a best practice by the White House, HUD, and the Urban Institute. Building on our eviction prevention work, CEDP has expanded its integrated services to include disaster response, predatory towing, debt collection, benefit access, long-term rental assistance, and homelessness response, offering a continuum of care that includes navigation, advisory services, targeted payments, legal support, and advocacy.

Requirements

Minimum two years of experience actively using CRM systems, management or administration of CRMs is required
Demonstrated proficiency working with Customer Relationship Management databases or similar tracking and organizing technologies
Analytical thinker with detail orientation
Fantastic organizational skills and ability to manage and prioritize a complex workload with rapidly changing demands
Requires strong MS Excel skills including familiarity with concepts such as Pivot Tables, VLOOKUP formulas, Index Matches, and understand key success measures for your role and submit daily and weekly progress reports
Ability to work under pressure and meet deadlines.
Ability to work independently and as part of a team.
Comfort working in a deadline-oriented environment with weekly and monthly goals.
Strong and effective written and verbal communication skills
Proficient in Microsoft Office and Google Suite.
A home office setup that includes a private, quiet place to conduct confidential telephone and video-conference sessions and a computer with reliable access to high-speed internet.
Comfort with ambiguity in a fast-paced, all hands-on-deck environment.
Ability to work collaboratively with people of diverse personal and professional backgrounds with a focus on social, racial justice, and equity.
In-person at the Denver office requirements may be up to one day a week, based on need.
Support case processing if needed arises.

Nice To Haves

Candidates must reside in Colorado, ideally within the greater Denver Metro area.

Responsibilities

Monitor, support, and manage the Department mailbox by ensuring timely responses to clients, routing messages internally to CEDP staff, and collaborating with partner agencies, funders, and other service providers, including screening CERA Legal Partner communication and referrals.
Lead and support CEDP’s Central Intake processes across multiple intake channels and program areas, including the Colorado Emergency Rental Assistance Program (CERA), TRUA, Maiker, Commerce City Assistance Programs, Transformational Homelessness Response (THR), Westminster, Metro West Housing Solutions (MWHS), Property Tax Relief (PTR) and all other intake-connected initiatives at CEDP.
Manage multiple streams of case intake methods for various programs. Ensure cases are added to the dispatch review pipeline promptly by reviewing each referral and submission for the necessary documents and information.
Conduct initial screenings of rental assistance applications to ensure clients meet eligibility criteria and that applications comply with federal, state, and program-specific guidelines.
Maintain a thorough understanding of CEDP’s program offerings to effectively triage inquiries and direct individuals to the most appropriate resources or teams.
Familiarize yourself with the guidelines for the various programs we support. Stay up to date with eligibility and rule changes as they take effect.
Act as a critical operations liaison between intake and program teams, including running Legal Random Selections and supporting the Daily Random Selection process for CERA applicants.
Support and troubleshoot intake and application issues by working in close collaboration with internal departments, such as legal, housing navigation, service coordination, CARE Center operations, and external partners to ensure seamless service delivery for clients.
Collaborate and support program funders with waitlist maintenance, case assignments, and data management, including working with partner agencies in the Monthly Random Selection process for programs like CERA and TRUA and facilitating the monthly Pre-App Document Review.
Respond to all case-related inquiries and questions with empathy, accuracy, and timeliness—ensuring every client interaction reflects CEDP’s values of dignity and equity.
Respond to program, case, and general intake questions from other teams within CEDP, including monitoring the #ask-central-intake Slack channel.
Develop and maintain organized internal reference materials and intake tools to support consistency and quality in client communications, including updating all internal and external trackers, like the CERA HSS tracker, the DOH Capacity/RA Weekly tracker, and partner referrals.
Utilize CEDP’s HubSpot CRM and related tools to track, organize, and manage client files, ensuring data accuracy and documentation integrity across programs.
Contribute to continuous process improvement efforts by identifying bottlenecks, documenting workflow solutions, and collaborating with peers to optimize systems by filling out biweekly funnel reports.
Provide support for special projects aligned with Central Intake operations to address CEDP programmatic needs, as needed.
Participate in CEDP’s ongoing efforts to improve upon existing processes by maintaining openness and curiosity about processes, systems, and technologies.