Referral Coordinator

The Referral Coordinator will serve as the primary point of contact for all program referrals, working across various housing programs, including Housing Coordination, Transitional Housing, Permanent Supportive Housing, Adult Residential Facility (ARF), and Recovery Residence (The Harbor). The role involves processing, tracking, and coordinating referrals from external partners, ensuring that clients are linked to the most appropriate services based on their unique needs. The role is responsible for providing high quality, timely responses, that keep everyone updated and follows privacy guidelines. The ideal candidate will possess strong communication skills, a deep understanding of homelessness and housing systems, and a commitment to helping individuals achieve stable housing and long-term recovery.

Examples of essential duties may include, but are not limited to, the following:

• Act as the central coordinator for all incoming referrals to the agency’s programs, including housing navigation, transitional housing, permanent supportive housing, ARF, SRA, and the Harbor.
• Review, process, and prioritize referrals based on program eligibility criteria and individual client needs.
• Ensure all referrals are completed accurately, thoroughly, and in a timely manner.
• Collaborate with case managers, housing coordinators, and program staff to assess client eligibility and appropriate program placements.
• Provide clients with necessary information about available programs and assist them in navigating the referral and intake process.
• Track the status of referrals and assist clients throughout the intake process, ensuring smooth transitions into services.
• Maintain regular communication with external service providers, shelters, hospitals, and other referral sources to ensure seamless coordination of care and housing services.
• Develop and maintain strong working relationships with community partners, including local agencies, housing, authorities, and healthcare providers.
• Provide timely updates and follow-up on referrals to ensure appropriate services are provided to clients.
• Accurately enter and update referral data into the organization’s client management system.
• Maintain detailed records of all referrals, including client status, outcomes, and follow-up activities.
• Ensure compliance with organizational and regulatory documentation standards, including privacy laws such as HIPAA.
• Assist in maintaining a current understanding of available housing programs, services, and resources in the community to ensure effective referrals.
• Support program staff in gathering necessary documentation and paperwork for new client intakes.
• Work with management to identify trends, challenges, and areas for improvement within the referral process.
• Track and report on referral trends, waitlists, and outcomes, providing regular updates to leadership.
• Identify gaps or barriers in the referral process and suggest improvements to ensure timely and equitable access to services.
• Work closely with all AMIH teams to ensure the seamless delivery of services.
• Maintain current knowledge of program regulations and procedures necessary for multi-program caseload administration.
• Model personal responsibility, advocacy, resiliency/recovery, integrity, and cultural humility for department.

Skills:

• Knowledge of local resources, housing systems, and social service agencies in the community.
• Ability to navigate in public behavioral health services in any California county, are bilingual/bicultural, or identify as members of traditionally underserved populations (BIPOC, LGTBTQ+, veterans, immigrants, refugees, former foster youth, previously unhoused, past involvement with the criminal legal system, etc.)
• Ability to initiate difficult conversations, confront issues directly, implement effective solutions, and consistently reinforce standards and expectations to prevent and deescalate workplace problems.
• Must multitask with attention to detail while working in a fast-paced and sometimes chaotic environment.
• Ability to plan, organize, and prioritize work.
• Communicate clearly and concisely through telephone, written, and electronic methods. (STRONG phone etiquette and effective communication)
• Must have critical and analytical skills.
• Type/Enter data at a speed necessary to meet job duties.

Ability to:

• Continuously sit at a desk and/or stand at the counter for extended periods; use the keyboard to communicate through written means; run errands; lift lightweight.
• Continuously sit at a desk for long periods; intermittently walk, stand, bend, climb, squat, twist, and reach while retrieving or returning files or making field visits. Intermittently twist to get equipment surrounding desk; perform simple grasping and fine manipulation; see with correctable acuity sufficient to read characters on a computer screen; hear and speak with correctable acuity enough to communicate with others.
• Make rapid and accurate arithmetic calculations, including addition, subtraction, multiplication, and division.
• Understand the organization and operations of the AMIH and community partners as necessary to assume assigned responsibilities.
• Compile and maintain extensive records and files.
• Operate a variety of office machines/computers and software systems.

It is the expectation that each AMI Housing employee will:

• Demonstrates and maintains integrity at all times.
• Greet and welcome program participants and screen visitors. Ensure that participants and guests follow safety protocols as required.
• Treat all participants with dignity and respect, prioritize needs, and advocate for the people we serve while promoting human dignity, rights, safety, and well-being of individuals, andact quickly and calmly in emergencies.
• Be culturally responsive and work with various cultural and ethnic groups tactfully and effectively.
• Understand and apply complex laws and regulations, adhering to all applicable regulations, laws (e.g., confidentiality and mandated reporting), policies/procedures, and know and understand your job description.
• Compile and maintain extensive records and files to ensure accuracy, confidentiality, and security promptly.
• Demonstrate involvement as a team member. Establish and maintain effective working relationships with those contacted during work. Display a positive attitude and work collaboratively with participants and agency staff members. Develop close working relationships with all collaborating agencies, including property management/ landlords.
• Demonstrate ability to establish and maintain professional, cooperative working relationships with coworkers and community partners. Communicate clearly and concisely through telephone, written, and electronic methods.
• Be prepared for the workday by the designated start time; attend all assigned meetings, in-services, and trainings in a punctual manner. Perform work duties with minimal errors and complete all work assignments within expected timelines.
• Organize workload and determine priorities to meet assigned deadlines. Interpret, explain, and apply operating policies and procedures of assigned functions.
• Understand that positions may require employees to travel to different locations for assignments or cover other employee duties for some time.
• Type/Enter data at a speed necessary to meet job duties.

Education/Background:

• High school diploma or equivalent required; Associate’s degree in social services, human services, or a related field preferred.
• Bilingual fluency (English/Spanish) is strongly preferred.
• Complete and pass pre-employment background checks (fingerprints, drug and alcohol testing, and criminal background checks).

Work experience may include:

• Previous experience working with underserved populations, preferably the homeless community, is highly desirable.
• Experience in referral coordination, case management, or a related role in social services, housing, or healthcare.
• Knowledge of housing programs and services, especially those related to homelessness, recovery, and transitional housing.

Licenses and Certification:

• Possess a valid driver's license with a clean driving record as required by the position.
• Proof of adequate vehicle insurance and medical clearance is required.
• Strong computer proficiency (i.e., Outlook, SharePoint, Microsoft Teams, Microsoft Word, Excel, PowerPoint, Zoom, Adobe, DocuSign, Google Docs, Internet, and Calendar) to complete daily duties within the expected timeframes with little to no supervision.

Personal Characteristics:

• Be welcoming and supportive. Displays a strong desire to advance the agency’s mission and help people with mental illness improve their lives by becoming independent, successful community members.
• Work in a client-centered, strength-based, and harm-reduction manner.