Veteran Services Program Coordinator

InteCare•Indianapolis, IN

5d•$50,000•Hybrid

About The Position

This is a line staff level position with responsibilities key to the success of the InteCare SSVF Program to ensure that Veterans and their families have efficient and effective access to the program in order to obtain and maintain permanent housing, as well as needed coordination and linkage to supportive services. This position serves as a key front-line point of access for Veterans, providing in-person support at the Veteran Service Center (VSC), live response to the SSVF Toll Free referral line, and backup intake coverage as needed.

Requirements

High school diploma or equivalent.
Extensive overall knowledge of community resources.
Excellent writing and interpersonal skills, as well as leadership skills.
Excellent computer skills including proficiency with Microsoft Office applications.
Excellent communication skills especially when communicating with individuals who are in distress.
Proficient in use of cell phones and other applicable electronic equipment, as well as social media.
Valid Indiana Driver’s License and reliable transportation.

Responsibilities

Live answering and management of the SSVF Toll Free referral line during assigned business hours, including initial engagement and eligibility screening, entry into the InteCare SSVF Portal, resource connection, and referral to the SSVF intake queue.
Provide consistent in-person support at the Veteran Service Center (VSC), serving as a visible and accessible point of contact for Veterans who walk in seeking assistance.
Engage Veterans upon arrival at the VSC, help identify immediate needs, provide Veteran services information and resource navigation, and ensure an appropriate warm handoff to intake, case management, or other community/VA resources.
Serve as the primary backup to the Intake Coordinator during planned or unplanned absences, ensuring continuity of intake functions and Veteran access to services.
Coordinate VSC walk-in coverage and hotline responsibilities so Veterans can access timely assistance both in person and by phone.
Collect documentation from Veterans entering the SSVF program, including all intake sections, Veteran documentation, Veteran income documentation, and Veteran housing documentation.
Provide initial orientation to the SSVF program by ensuring the Veteran is aware of their rights and responsibilities, the program agreement, and an overview of the program.
Access HMIS system to determine eligibility for InteCare’s Veteran services programs.
Document all calls to the hotline, including calls that are deemed ineligible for SSVF, into the portal for data purposes.
Manage the centralized referral contact center and the coordination, monitoring, and tracking of all referrals via the InteCare SSVF Portal.
Complete Coordinated Entry assessments with Veterans and coordinate with VA and community partners to support appropriate referrals, housing connections, and access to available resources.
Identify, document, and escalate InteCare portal reporting or functionality issues and participate in continuous improvement efforts to enhance system performance and user experience.
Provide access to resources for all Veterans who are deemed ineligible for the SSVF program.
Provide initial resource connections for emergency food, housing, and medical attention.
Provide resource and referrals for those who do not meet eligibility for the program.
Provide diversion and rapid resolution attempts to all Veterans needing assistance.
Serve as an active point of communication with VA partners and community providers, building strong working relationships and confidently coordinating resources, referrals, and follow-up on behalf of Veterans and their families.
Maintain confidentiality of all program participants.
Other duties as required.