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 documentation in HMIS and participant files in compliance with Navigation Center SRS requirements.

• Knowledge of or ability to learn CES triage tools, Clarity Cards, and coordinated entry processes.

• Warm handoff and referral coordination across crisis housing, mental health, domestic violence, human trafficking, and other community services.

• Site coordination and communication with hygiene attendants, bin runners, security, and program staff.

• Ability to respond quickly and appropriately to emergency situations, including crisis intervention and calling 911 when necessary.

• Ability to multitask and manage competing priorities in a fast-paced environment.

• Proficiency in basic computer skills; ability to use desktop or laptop systems and office equipment.

Mandatory Requirements

• Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.

• Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.

• Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.

• Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.

• Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.

Physical, Demands, Environmental Conditions, Equipment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The employee is required to: walk and climb stairs; stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; grasp, push, pull objects such as files, file cabinet drawers, and reach overhead; handle, finger, grasp and feel objects and equipment; reach with hands and arms; be mobile by moving oneself from place to place quickly and easily; repeat various motions with the wrists, hands, and fingers; be able to perform visual activities for (including, but not limited to) administrative and clerical tasks; ability to lift up to 25 lbs.; communicate, receive and exchange ideas, information by means of the spoken and written word; drive vehicles in and around Los Angeles County; be able to enter various buildings that may require climbing stairs; be periodically subjected to outside environmental conditions. The employee may work in proximity to service animals and emotional support animals; use a desktop and/or laptop computer; various office machines. Complete all required forms in personal writing.

Work Environment

The employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health and safety practices. The employee may experience a number of unpleasant sensory demands associated with the participants’ use of alcohol and drugs, and lack of personal hygiene. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. The noise level in the work environment is usually moderate in an office setting. Sometimes work may become stressful when working under pressure or in crisis intervention.

EEO: HTM (Hope the Mission) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HTM complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, placement, promotion, recall, transfer, leaves of absence, compensation and training.

HTM will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if HTM is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the California Department of Fair Employment and Housing’s Fair Chance Act webpage.