Client Engagement Specialist

WHO WE ARE

The Road Home was founded in 1923 and has been a leader in ending homelessness for over 100 years. We provide emergency shelters, supportive services, and housing-focused rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their communities. 


The Road Home is an Equal Opportunity Employer

The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.
Come be part of the solution.
We have a robust, reasonably-priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retirement Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency

JOB SUMMARY 

The MVP Client Engagement Specialist will be the first point of contact for new clients referred to the Medically Vulnerable People's (MVP) Resource Center. This role supports clients as they enter and exit the Resource Center by coordinating intakes, providing basic necessities, and offering compassionate, trauma-informed support as individuals work toward housing stability. The Client Engagement Specialist plays a critical role in safeguarding sensitive personal information, connecting clients to internal and community resources, and helping remove barriers to housing. This position requires strong problem-solving skills, attention to detail, and a respectful, client-centered approach grounded in dignity and equity.

*This is an in-person position that requires travel between various resource centers and shelters.   
*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

Positions Available
1

Grade, Starting Rate
Grade 6, $18.90

FLSA Status
Non-Exempt

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Intake Coordination: 

1. Coordinate with the Supervisor to manage the MVP intake tracking system and ensure timely response to referrals. 
2. Complete client intakes upon entry to the MVP Resource Center, ensuring accuracy, completeness, and timely data entry. 
3. Support the Supervisor in communicating with external partners and referral sources via email, phone, Teams, and other platforms to maintain strong relationships and ensure clarity around referral processes and eligibility requirements. 
4. Collaborate with the Resource Center team to support efficient room turnover and bed management workflows. 
5. Coordinate bed availability and assist with room changes as needed to support client flow and safety. 
6. Build and maintain positive, professional relationships with clients, partners, and staff to foster a collaborative team environment. 

Client Engagement and Support

1. Support clients in accessing community resources and problem-solving next steps toward housing stability, increased income, and overall well-being. 
2. Collaborate with Services and Housing Navigation teams to help establish funding eligibility for new clients. 
3. Orient new clients to the Resource Center using a trauma-informed approach, including review of program expectations and available in-house resources. 
4. Collect required documentation and create client files for use across departments, ensuring accuracy and confidentiality. 
5. Assist clients with applications for vital documents upon entry to services. 
6. Provide guidance and support to Housing Advocates and Case Management staff related to intake documentation, processes, and ClientTrack data entry. 
7. Coordinate across departments to ensure complete and accurate client information is collected and shared appropriately. 
8. Professionally represent the MVP intake team in meetings with internal departments and community partners. 
9. Attend weekly team and staffing meetings and actively contribute to coordination efforts. 
10. Use agency vehicles to transport clients as needed and in accordance with agency policies. 

Crisis Response and Boundaries

1. Respond to high-stress situations using trauma-informed practices and agency-provided de-escalation training. 
2. Collaborate with the crisis clinician and other team members to support clients experiencing mental health or behavioral health crises. 
3. Provide immediate, trauma-informed support to clients during crises, including stabilization, resource connection, and coordination with appropriate services. 
4. ​​​​​​​Maintain clear, professional boundaries with clients in alignment with Trauma-Informed Care principles and agency policies. 

Agency Enhancement

1. Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.
2. ​​​​​​​Participate in emergency drills and environmental safety activities, as required. 
3. Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff. 
4. Maintain regular and reliable attendance as an essential function of this position. 

Promoting Best Practice 

• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.
• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.
• Implement Housing Focused principles, risk management strategies, and high-access services as foundational to our mission. 
• Maintain healthy boundaries using trauma-informed approaches in all interactions. 

*Other duties as assigned. 
*Must pass a pre-employment background check and drug screening.   
*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply. 

EDUCATION AND EXPERIENCE 

• Experience working with diverse and/or vulnerable populations is preferred. 
• Experience performing administrative duties, including clerical work, data entry, computer literacy, and organizational tasks, is required. 
• Direct service experience supporting individuals experiencing homelessness or other vulnerable populations is preferred. 
• Bilingual or multilingual skills (including Spanish) is preferred.

SKILLS AND EXPECTATIONS 

1. Clear and accurate writing and documentation skills, including maintaining detailed client records. 
2. ​​​​​​​Ability to work within a Trauma-Informed Care framework and apply it consistently in daily interactions. 
3. Ability to collaborate with community partners and internal teams to support client outcomes. 
4. Proactive and self-directed, with the ability to take initiative while working with a team. 
5. Strong organizational and time-management skills. 
6. Strong interpersonal skills and ability to work with diverse populations. 
7. Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy. 
8. Use basic computer programs (email, spreadsheets, and more) and have strong computer skills. 
9. Ability to accept supervision, direction, and feedback with openness. 
10. Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication. 

PHYSICAL AND EQUIPMENT REQUIREMENTS 

• Ability to lift and move heavy items up to 25 pounds.
• ​​​​​​​Ability to sit, stand, and move for at least an hour at a time or more. 
• Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.