Intake and Compliance Coordinator

Facing Forward To End•Chicago, IL

11d•Hybrid

About The Position

The Intake and Compliance Coordinator is responsible for connecting eligible clients to Facing Forward’s housing and supportive service programs, providing administrative support to ensure efficient program operations, and maintaining a high degree of compliance with program funders through data entry and quality assurance activities. This position requires great attention to detail and the ability to maintain confidentiality when handling sensitive client and program information. This is a full-time non-exempt position which requires some evening and weekend hours.

Requirements

Education: High school diploma or equivalent required; four-year college degree preferred
Experience: Six months of experience (professional, volunteer, or internship) in social services, customer services, or other public-facing role required; six months of experience with data entry required; experience with administering housing programs or property management office experience preferred
High levelof computer literacy, proficient in use and knowledge of Microsoft Office, including Word, Excel, Outlook, and Microsoft Teams
Ability to work in a hybrid environment, including both in office and remote work; ability to participate in meetings using video conferencing programs such as Zoom and Microsoft Teams
Proficient in the use of office equipment, including copier, fax, scanner, and postage machine
Extremely detail oriented, able to complete repetitive tasks with a high level of accuracy
Use of good judgment and the capability to research and analyze information in order to make decisions on recurring assignments
Strong interpersonal and communication skills with the ability to work effectively with persons who may be ill, disabled, emotionally upset and/or hostile
Ability to show empathy and remain non-judgmental
Ability to coordinate multiple projects simultaneously in a high-pressure, fast paced and time sensitive environment
Ability to communicate effectively with a supervisor when their discretion is needed
Ability to provide exceptional customer service to all stakeholders, including clients, staff, volunteers, and others
Displays eagerness and the ability to learn new methods, procedures, and techniques
Displays a high degree of professionalism and confidentiality
Must be able to conduct business in English, fluency in another language a plus

Responsibilities

Receive referrals through the Coordinated Entry System or other referral partnerships
Complete housing applications with referred families and individuals, including gathering required documents and coordinating with shelters, outreach workers, housing navigators, or others
Complete all required paperwork in an accurate and timely manner, including but not limited to: intake assessments, consent for release of information, referral documentation, and proof of housing placement
Complete mailings, including sending out rent delinquency letters monthly
Serve call-in or walk-in clients, refer to Coordinated Entry access points, and provide other emergency service referrals (shelter, legal hotlines, etc.)
Conduct follow-up with clients who have exited Facing Forward’s programs to verify housing and income status
Ensuring all information in HMIS (Homeless Management Information System) is accurate, current, and reliable. This includes regularly reviewing and updating records to reflect changes such as new entries, amendments, or removals, in line with agency procedures and data governance standards.
Maintain up-to-date knowledge of HMIS data entry best practices and procedures, attend all required trainings; abide by HMIS End User Policy and Code of Ethics
Track unit vacancies as client households enter and exit; reconcile vacancies with Finance Department quarterly or as needed
Review all client certifications/lease renewals, upload to AppFolio, and communicate with finance department when documents are uploaded
Maintain the client’s information in AppFolio including adding household members, changing monthly rent charges, transferring new units, moving tenants out from their units when they exit, hiding units/properties
Create and maintain all leasing files for clients in Permanent Supportive Housing and Rapid Rehousing, including filing new income re-certification and rent calculation (recertification) packets, leases, participant vital documents, and other documents as required
Maintain tracking spreadsheet of when recertifications are due for over 185 client households, send notifications to clients & staff when recertifications are due
Communicate proactively regarding any overdue recertifications with staff and managers
Perform Quality Assurance (QA) reviews of paper files and HMIS client records; note missing data or documentation
Provide results of QA reviews to staff and managers, conduct follow-up as needed
Advise staff on documentation requirements and proper file maintenance
Assist with additional Quality Assurance activities as needed, including preparing for program and financial audits
Use email and other technologies to communicate with staff and others and to efficiently complete work assignments
Protect the organization’s value by keeping information confidential
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks, participating in professional organizations
Perform other duties as assigned, including but not limited to cleaning of office space and common areas, sorting donations, additional reporting and data entry responsibilities, and facilitating special events
Attendance at staff meetings as required
Attendance at special events as directed by supervisor