Intake Coordinator, HUD-VASH Services, Homeless Veteran Program

About the role

The Intake Coordinator is the first point of contact for Veterans and their families seeking financial move-in assistance through the Homeless Veteran Program. Serving as the "Voice of the Foundation," the Intake Coordinator conducts initial phone screenings and intake interviews to determine program eligibility — balancing empathy with clear-eyed assessment so that resources reach eligible Veterans who are ready for placement. The ideal candidate is empathetic, detail-oriented, and committed to supporting Veterans and their families.

Responsibilities

• Manage a high volume of inbound and outbound calls with prospective clients referred by the VA and other community homelessness providers.
• Conduct structured intake interviews to verify financial need, housing status, and program fit against Foundation guidelines.
• Collect and organize required documentation to build complete, accurate case files.
• Enter client information accurately into the program's CRM (Client Relationship Management) software and database to track program impact and outcomes.
• Provide warm hand-offs to the referring source for clients who do not qualify for the Foundation's financial assistance.
• Apply a trauma-informed, client-centered approach with cultural competence and sensitivity across all interactions with Veterans from diverse backgrounds.
• Support continuous improvement of intake processes to enhance the Veteran experience.
• Perform all duties in compliance with program policies, procedures, and applicable federal grant requirements.

Qualifications

• High school diploma required; Associate's degree in social work or a related field preferred.
• Minimum of five years of experience in social services, intake, customer service, or a related field.
• Strong understanding of the challenges facing people experiencing homelessness.
• Experience with centralized case management software and digital intake workflows preferred.
• Bilingual (English / [additional language]) strongly preferred.
• Pre-employment screening, including a background check, is required.

Working conditions

Special working conditions may include: a change in days worked, shift hours, and/or working conditions (outdoors or other locations) when participating and assisting in special events.

Pay

$55,000 - $65,000