Veteran Services Program Coordinator

Job Description

Job Description

Location :               InteCare Administrative Offices, Indianapolis, Indiana

Reports to :            Veteran Services Program Manager

Supervises :           N/A

This is a Full Time, Salaried, non-exempt, staff level position.

Job Summary : 

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.

Scope of Role/Principal Responsibilities :

The following responsibilities include, but are not limited to:

Essential Duties:

Walk-In and Hotline Management :

• Primary responsibility includes live answering and management of the SSVF Toll Free referral line during assigned business hours. The hotline is an essential access point for Veterans and requires timely, live response whenever possible, including initial engagement and eligibility screening, entry into the InteCare SSVF Portal (Spreadsheet), 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. Backup responsibilities may include eligibility screening, documentation collection, program orientation, HMIS review, and coordination of the intake queue.
• Coordinate VSC walk-in coverage and hotline responsibilities so Veterans can access timely assistance both in person and by phone; coverage of these access points is an essential function of the position.
• Responsible for collecting documentation from Veterans entering the SSVF program, this includes but is not limited to all intake sections, Veteran documentation, Veteran income documentation, Veteran housing documentation, etc.
• Responsible for 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.
• Responsible for accessing 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.
• Responsible for centralized referral contact center and the coordination, monitoring and tracking of all referrals via the InteCare SSVF Portal (Spreadsheet).

Veteran Access and Eligibility Screening :

• 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
• Responsible for initial resource connections for emergency food, housing, and medical attention.
• Responsible for providing resource and referrals for those who do not meet eligibility for the program.
  
• Responsible for providing diversion and rapid resolution attempts to all Veterans needing assistance.

Community Engagement & Resource Navigation:

• 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.

Secondary Duties:

• Maintain confidentiality of all program participants
• Other duties as required

Required Education, Training, and Professional Licenses & Credentials: 

Must have high school diploma or equivalent.   

Expected Professional Requirements, Competencies & Skills:

• 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
• Must have excellent communication skills especially when communicating with individuals who are in distress

• Must be proficient in use of cell phones and other applicable electronic equipment, as well as social media
• Must have Valid Indiana Driver’s License and reliable transportation

Working Conditions:

• Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this Job, the employee is required to sit; walk; use hands to handle, or feel; reach with hands and arms; talk or hear and taste or smell. The employee may occasionally lift and/or move up to 10 pounds.
• Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.
• Regular in-person work at the Veteran Service Center (VSC) and InteCare offices, with community-based work throughout Indianapolis and surrounding counties as needed.
• Participation in team and other meetings as required
• Travel is Required up to 20%

Working Conditions:

• This position is primarily an in-person role based at the Veteran Service Center (VSC).
• Expected to work onsite at the VSC four (4) days per week for a full eight-hour workday to provide consistent in-person Veteran access, hotline coverage, and program support.
• Fridays are designated as work-from-home days, unless in-person coverage, meetings, training, outreach, or other program needs require otherwise.
• Local travel within Indianapolis and surrounding communities may be required for outreach, meetings, training, or other program-related activities.
• Work schedule and location may be adjusted based on Veteran access, program coverage, and operational needs.