Intake and Service Specialist

Hope The Mission•Los Angeles, CA

21h•Onsite

About The Position

The Intake/Service Specialist is responsible for welcoming and connecting individuals experiencing homelessness to services offered at the Navigation Center. Navigation Center Services include use of on site amenities and case management intake through the Los Angeles Continuum of Care Homeless Management Information System Coordinated Entry System (LA CoC HMIS). This position is responsible for acting as an initial point of contact at the Navigation Center and connecting participants to services. An important aspect of this position is its responsibility to facilitate access to CES, to identify all available services that may benefit a participant and to administer them completely from greeting at the point of entry to services fulfillment. The role requires active collaboration with all site staff and security to ensure smooth center operations and a safe, welcoming environment. All services will be administered using Housing First, Low-Barrier, and Trauma-Informed Care approaches, with dignity and respect for all participants.

Requirements

Must be able to meet the standards of an Annual TB Screening
Strong understanding of the population served and inherent challenges of working therein. Experience preferred but not required.
Ability to work well under minimal supervision
Capacity to take direction and complete work with a strong attention to detail and compliance
Physically capable of lifting and moving objects up to 30 pounds as necessary

Responsibilities

Greet Participants upon arrival with kindness and consideration
Administer documentation within the participant’s master file in HMIS
Ensure the safekeeping and confidentiality of all records in a locked filing cabinet (double locked)
Ensure compliance with all documentation as detailed in the Navigation Center’s Scope of Required Services (SRS)
Maintain an environment of confidentiality, discussing participant information only when appropriate and related to matters at hand
Answer multiple phone lines, assist with taking messages and directing calls; Engage in computer and administrative work including clarity card printing
Participate in audit preparations and data retrieval activities, as needed
Ensure that all new participants receive a Clarity card, track and record services for existing clients.
Respond to participant inquiries in person, by phone, or email
Ensure timely completion of work including evaluations and assignments
Coordinate and oversee access to any on-site amenities which may include hygiene, storage, etc.
Conduct initial intake and screening administering CES triage tools as necessary
Identify and administer next step solutions that remove barriers to quickly access alternative housing interventions (crisis, bridge, shared, etc.). Schedule Intake appointments.
Actively listen to participants and engage in problem-solving strategies through trauma-informed conversations.
Provide emergency service referrals (crisis housing, drop in centers, domestic violence, human trafficking, sexual assault, mental health) and warm handoff referrals when appropriate
Liaise and coordinate with hygiene attendant and bin runners, ensuring warm handoffs and coordinated work that identifies each participant by name
Call 911, as needed, in the event of an emergency
Collaborate with all on-site staff and security personnel to ensure safety of participants, staff, volunteers, and visitors
Attend staff meetings , case conferences, training workshops, and community meetings as needed
Self-identify potentially unsafe systems, processes, or situations and take initiative to report them to a manager or supervisor
Observe department guidelines concerning absences. Report absences in accordance with department procedures.
Other duties as assigned by management