Intake and Service Specialist

Hope The Mission•North Hollywood, CA

6d•Onsite

About The Position

The Intake and Service Specialist is the first point of contact for people accessing services at Hope the Mission’s Navigation Center. Reporting to the Program Manager, this on-site role conducts intake through LA’s HMIS and Coordinated Entry System (CES), connects participants with on-site services, and links them to appropriate resources, including crisis housing, mental health support, hygiene services, and housing referrals. The role combines accurate documentation and contract compliance with calm, respectful, trauma-informed direct service in a busy, open-access environment. The specialist welcomes and screens participants, maintains confidential records, coordinates service access and referrals, and supports safe and orderly site operations. The position may involve responding to emergency or potentially hostile situations and working with people experiencing crisis, homelessness, substance use, or mental health challenges.

Requirements

High school diploma or GED required.
At least 1 year of experience in direct service, social services, or a front-facing role in a community-based or social service setting.
Ability to work on-site at the Navigation Center; the role is not remote or hybrid.
Ability to lift up to 25 lbs. and meet the physical demands described in the posting.
Consistent, dependable attendance and ability to report reliably for scheduled shifts.
Compliance with HIPAA standards and company policies.
Legal authorization to work in the United States.
Trauma-informed engagement and ability to interact calmly, respectfully, and without judgment with participants experiencing crisis.
Active listening and problem-solving skills in high-stress, high-volume situations.
Ability to document accurately and promptly in HMIS and participant files in compliance with Navigation Center SRS requirements.
Ability to learn CES triage tools, Clarity Cards, and coordinated entry processes.
Ability to coordinate warm handoffs and referrals across community services.
Ability to coordinate and communicate with hygiene attendants, bin runners, security, and program staff.
Ability to respond quickly and appropriately to emergencies, including crisis intervention and calling 911 when necessary.
Ability to multitask and manage competing priorities in a fast-paced environment.
Basic computer proficiency, including use of desktop or laptop systems and office equipment.
Ability to complete required forms in personal writing.
Successful completion of required background checks and pre-employment and ongoing drug and alcohol screenings.
For roles requiring driving, an acceptable motor vehicle record.

Nice To Haves

Associate’s or Bachelor’s degree in Social Work, Human Services, or a related field.
Familiarity with HMIS, CES, or similar data systems.
Experience working with people experiencing homelessness, mental health challenges, or substance use.
Bilingual English/Spanish.

Responsibilities

Greet participants with professionalism, kindness, and dignity, and serve as the primary point of contact in person, by phone, and by email.
Answer multiple phone lines, take messages, and direct calls appropriately.
Maintain accurate and complete participant records in HMIS, securely store files, and ensure confidentiality and compliance with agency standards and Navigation Center Scope of Required Services requirements.
Conduct initial intake and screening and administer CES triage tools as required.
Facilitate access to CES, identify beneficial services, schedule intake appointments, and coordinate next-step housing interventions.
Identify and implement solutions to remove barriers to alternative housing options, including crisis, bridge, and shared housing.
Ensure new participants receive a Clarity Card and track service access for existing participants.
Engage participants through trauma-informed active listening and problem-solving conversations.
Provide emergency referrals and warm handoffs to crisis housing, drop-in centers, domestic violence services, human trafficking support, sexual assault services, mental health resources, and other appropriate services.
Coordinate and oversee participant access to on-site hygiene and storage services; liaise with hygiene attendants and bin runners to support coordinated service delivery and warm handoffs.
Collaborate with on-site staff and security to maintain a safe environment for participants, staff, volunteers, and visitors.
Respond to emergencies, including calling 911 when necessary, and support coordinated site flow and participant movement across services.
Identify and promptly report unsafe situations, processes, or conditions to supervisors.
Support audit preparation and data retrieval activities as needed.
Participate in staff meetings, case conferences, trainings, and community meetings as required.
Follow departmental attendance and absence-reporting guidelines and perform other duties as assigned.