Intake and Service Specialist

Job Description

Job Description

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary 

For many people experiencing homelessness, the Navigation Center is the first place they have felt welcomed in a long time. How someone is greeted, whether they feel safe, and whether they leave with what they need — all of that sets the tone for everything that follows. The Intake and Service Specialist owns that moment.

Reporting to the Program Manager, the Intake and Service Specialist is the first point of contact for people coming in for services at the Navigation Center. This role conducts intake through LA's HMIS and Coordinated Entry System (CES). It connects participants to on-site services and links them to the right resources — from crisis housing and mental health support to hygiene services and housing referrals.

This is a busy, open-access environment. It requires both accuracy and genuine care. Documentation and contract compliance are non-negotiable. So is the ability to meet people where they are — calmly, consistently, and without judgment — during some of the hardest moments of their lives. This is direct service. The quality of it matters.

Role and Responsibilities

Participant Reception & Records Management

• Greet all participants upon arrival with professionalism, kindness, and dignity

• Serve as the primary point of contact for individuals accessing Navigation Center services in person, by phone, and via email

• Answer multiple phone lines, take messages, and direct calls appropriately

• Maintain and administer participant records in HMIS, ensuring accuracy and completeness

• Ensure confidentiality and secure storage of all participant files in compliance with agency standards

• Maintain documentation in compliance with Navigation Center Scope of Required Services (SRS) requirements

Intake, Screening & Service Access

• Conduct initial intake and screening; administer CES triage tools as required

• Facilitate access to the Coordinated Entry System and identify all services that may benefit each participant

• Schedule intake appointments and coordinate next-step housing interventions

• Identify and implement solutions that remove barriers to accessing alternative housing options including crisis housing, bridge housing, and shared housing

• Ensure all new participants receive a Clarity Card; track service access for existing participants

• Engage participants in 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, and mental health resources as appropriate

Site Coordination & Safety

• Coordinate and oversee participant access to on-site amenities including hygiene and storage services

• Liaise with hygiene attendants and bin runners to ensure coordinated service delivery and smooth warm handoffs

• Collaborate with all on-site staff and security to maintain a safe environment for participants, staff, volunteers, and visitors

• Respond to emergency situations, including calling 911 when necessary

• Support coordinated site flow and participant movement across services and program areas

• Identify and report unsafe situations, processes, or conditions to supervisors promptly

• Support audit preparation and data retrieval activities as needed

• Participate in staff meetings, case conferences, trainings, and community meetings as required

• Adhere to all departmental guidelines regarding attendance and absence reporting procedures

• Perform other duties as assigned

Requirements

• Ability to work on-site at the Navigation Center; this is not a remote or hybrid role.

• Ability to lift up to 25 lbs. and perform the physical demands described in the job description.

• Consistent and dependable attendance; ability to show up reliably for every scheduled shift.

• Compliance with HIPAA standards and all HTM company policies.

• Legal authorization to work in the United States.

Qualifications

• High school diploma or GED required; Associate's or Bachelor's degree in Social Work, Human Services, or a related field preferred.

• Minimum 1 year of experience in direct service, social services, or a front-facing role in a community-based or social service setting.

• Familiarity with HMIS, CES, or similar data systems preferred.

• Experience working with people experiencing homelessness, mental health challenges, or substance use preferred.

• Bilingual English/Spanish preferred.

Skills

• Trauma-informed engagement; ability to greet and interact with participants experiencing crisis calmly, respectfully, and without judgment.

• Active listening and problem-solving in high-stress, high-volume situations.

• Accurate and timely doc