Intake Specialist

At The Salvation Army our employees are the heartbeat of our mission. We foster a community of passionate people dedicated to changing lives and bringing hope to those who need it most.

Position Summary: The Intake Specialist is responsible for assessing and prioritizing households experiencing a housing crisis and connecting them with appropriate housing resources and supportive services within the community. As part of the Kent County Coordinated Entry System, Intake Specialists serve as an initial point of contact for individuals and families seeking housing assistance. They conduct comprehensive assessments, determine eligibility and priority based on established criteria, and make referrals to available community resources and housing programs. Intake Specialists also provide information, support, and foll-up to help households navigate the housing assistance system and access appropriate services.

Essential Responsibilities:

• Provides excellent customer service by greeting and responding to guests in person and on the phone.
• Approach participants with an open, respectful, and professional manner while recognizing and building upon their individual strengths.
• Maintain knowledge of and accurately apply HUD definitions and criteria related to homelessness.
• Conduct participant assessments both in person and by telephone to identify housing needs, barriers, and available resources.
• Conduct prescreening and intake processes using designated assessment tools and established Coordinated Entry procedures.
• Accurately enter required participant documentation, demographic information, and assessment data into the Homeless Management Information System (HMIS) in a timely manner.
• Maintain strict confidentiality and protect participant privacy in accordance with applicable policies, procedures, and regulations.
• Connect and refer households to appropriate community resources, housing programs, and supportive services based on identified needs.
• Utilize Community Housing Connect to assess households experiencing homelessness and facilitate connections to appropriate housing resources.
• Provide participants with clear information regarding available housing resources and assist them in navigating the Coordinated Entry process.
• Communicate effectively with community partners and service providers to support appropriate referrals and continuity of services.
• Stays up to date with program requirements and trends in the community
• Perform other duties as assigned

Qualifications:

Education/Experience:

• High school diploma or GED, or any equivalent combination of training and experience which provides the required knowledge, skills, and abilities
• Experience in a call center or front desk role (preferred)
• Bi-lingual English and Spanish (preferred)
• Experience working with low-income populations (preferred)
• One-year experience in social work or social service field (desired)

Skills, Knowledge & Abilities:

• Learn and adhere to The Salvation Army Social Services Code of Ethics
• Adhere to professional codes of ethics as they apply to professional licensing
• Understand and adhere to professional boundaries within and outside of the organization
• Maintain client confidentiality and obtain appropriate releases of information
• Demonstrate a continued effort to increase self-awareness and to better understand other cultures and issues of social justice, and promote racial understanding and reconciliation
• Complete Caseworker Certification Program within 120 days of hire

Computer Skills:

• Basic skills in Microsoft Office 365
• Working knowledge of TEAMS and SharePoint
• Proficient in HMIS (Homeless Management Information System) software within 90 days
• Willingness to learn new software as needed

Certificates and Licenses:

• Complete Safe From Harm training, and keep current as needed