Program Specialist 2 - CE Phone Line and Intake Specialist

Metropolitan Government of Nashville & Davidson County•Nashville, TN

About The Position

The Program Specialist 2 – CE Phone Line and Intake Specialist serves as the first point of contact for individuals and families seeking assistance through Nashville’s Coordinated Entry (CE) system. The position supports the Office of Homeless Services (OHS) by conducting intake assessments, providing crisis-informed resource referrals, entering and maintaining client data in the Homeless Management Information System (HMIS), and applying prevention and diversion strategies to help reduce homelessness. The incumbent works with CE leadership, partners, and community service providers to connect residents with appropriate resources. The Office of Homeless Services works to improve efforts to end homelessness by using local data to shape program and system design through a systems-thinking approach. Employees must be residents of Tennessee or become residents within six months of employment. The Metropolitan Government is an equal opportunity employer and provides reasonable accommodation for religious observances and recruitment-related accessibility needs when available without undue hardship.

Requirements

Bachelor’s degree in social work or a related field; no substitution.
Candidates with accreditations earned at a foreign institute are encouraged to apply.
Must be a Tennessee resident or become a Tennessee resident within six months of employment.

Nice To Haves

Experience in education, social work, direct client services, homelessness systems, or lived expertise.
Experience in social services relating to a vulnerable population.
Experience working with nonprofit organizations in a social services environment.

Responsibilities

Respond to incoming calls from individuals and families experiencing or at risk of homelessness, triage urgent needs, and follow emergency protocols.
Conduct intake assessments by phone or in person to determine housing needs, eligibility, and service pathways.
Accurately and promptly document client information in HMIS.
Refer clients to shelters, housing programs, financial assistance, food resources, and other community services.
Collaborate with community partners to coordinate care and support continuity of services.
Use diversion and problem-solving strategies to help clients explore safe alternatives to emergency shelter when possible.
Provide crisis intervention and support using a trauma-informed, client-centered approach.
Track call metrics, complete administrative documentation, and comply with confidentiality and regulatory requirements.
Participate in staff meetings, trainings, community coordination meetings, and CE system improvement initiatives.
Perform other duties as assigned to support CE operations and system-wide goals.