Intake Diversion Specialist (Full Time)

About the role

We are seeking a passionate, outgoing, responsible, and experienced professional to join our Intake Team. The ideal candidate will be a self-motivated individual who is a creative problem solver. As the Intake Diversion Specialist, you will report to the Intake Line Manager and will be responsible for providing general crisis care to families calling the intake telephone line. Other responsibilities include conducting basic assessments to determine families' shelter and referral needs and helping families identify potential housing solutions through a diversion conversation.

Responsibilities

• Answer a dedicated phone line for families calling to access homeless services; provide phone support for families as necessary to secure safe and stable housing, providing financial assistance where necessary
• Listen and collect information in a compassionate and trauma-informed manner
• Respond effectively to callers, utilizing active listening skills, thorough assessment and problem-solving techniques
• Affirm documentation for each call is complete and accurate, including tracking financial assistance
• Utilize motivational interviewing techniques to help families identify their strengths and assist to creatively identify solutions and alternate housing arrangements that quickly resolve their housing crisis
• Utilize clinical skills to rank families based on vulnerability
• Provide referrals as needed and connect callers with various services
• Assist in coordinating daily internal shelter placement
• Maintain good working relationships and strong partnerships with in-house teams and other community providers to provide the best support for callers
• Maintain confidentiality regarding clients, personnel and other internal affairs of Mary’s Place
• Maintain accurate and timely statistics and documentation to meet program goals and contractual requirements
• Contact former Mary’s Place families to conduct quantitative surveys; accurately track and record data
• Participate in regular staff and team meetings
• Ensure all responsibilities are carried out and enforce Mary’s Place rules and policies

Requirements

• High school equivalency required, college degree preferred; or equivalent experience
• 1+ years’ experience working in social services or related field; or equivalent experience working in a call center, shelter, social services or case management
• Experience working with homeless population strongly desired
• Proficient with Microsoft Office and Microsoft 365 applications
• Highly organized and attentive to detail, with excellent time management skills
• Ability to interact with callers in a respectful and compassionate manner and to create a positive experience over the phone
• Demonstrates sincere concern, caring and desire to provide excellent service to families in need
• Strong communication (listening, speaking and conversing) and documentation skills
• Basic knowledge of Housing First and Diversion principles desired
• Demonstrated problem solving, conflict mediation and crisis management skills
• Ability to work both as a part of a collaborative team and independently to manage tasks and deadlines
• Familiarity with HMIS data system and community resources for families experiencing homelessness preferred
• Demonstrated ability to learn new data systems quickly
• Commitment to racial equity and social justice
• Willingness and ability to work with people from a variety of racial, cultural, social and economic backgrounds with various lifestyles, sexual orientations and of all ages and genders
• Highly motivated, resourceful, flexible, and possesses a positive attitude even under stressful conditions
• Able to proficiently speak, read, write, and understand English
• Proficiency in another language is preferred, particularly in Portuguese, Amharic, Spanish, Lingala, Oromo, French, Russian, Tigrinya, or Marshallese
• Willing to complete and submit a TB test within 30 days of employment

Physical Requirements

• Ability to converse with and listen to people in many different settings
• Ability to use a computer and telephone, as well as other standard office equipment
• Sit, walk, stand, bend, squat, climb, kneel and twist on an intermittent or continuous basis
• Occasionally push, pull, lift and/or carry supplies up to 25 pounds
• Work takes place in a social services environment where long periods of sitting, working on a computer, walking to various work areas, going up and down stairs, and standing are required
• Travel to program sites and meetings outside the site and around the county is necessary
• Ability to work in an environment where there may be animals present, including dogs

Details

• In addition, Mary's Place offers the following benefits to full-time staff:
• Medical and dental insurance with the cost for core employee coverage paid at 100% by the company and competitive family rates
• Basic Life Insurance of $50,000 at no cost to employee; option to buy up for additional coverage
• 403(b) plan with a 50% employer match on the first 6% employee contribution. Eligible to participate upon hire; eligible for the match after first year of employment.
• Unlimited use ORCA pass for a small deduction per pay period
• 10 days paid time off (PTO) each calendar year (accrued by pay period)
• 10 days of sick time each calendar year (accrued by pay period)
• 10 days of flexible floating holidays each calendar year (accrued 40 hours on January 1st and 40 hours on July 1st). Prorated based on date of hire for first year of employment.
• Employee Assistance Program

Salary Description

$25.00/DOE

Benefits

• Medical and dental insurance with the cost for core employee coverage paid at 100% by the company and competitive family rates
• Basic Life Insurance of $50,000 at no cost to employee; option to buy up for additional coverage
• 403(b) plan with a 50% employer match on the first 6% employee contribution. Eligible to participate upon hire; eligible for the match after first year of employment.
• Unlimited use ORCA pass for a small deduction per pay period
• 10 days paid time off (PTO) each calendar year (accrued by pay period)
• 10 days of sick time each calendar year (accrued by pay period)
• 10 days of flexible floating holidays each calendar year (accrued 40 hours on January 1st and 40 hours on July 1st). Prorated based on date of hire for first year of employment.
• Employee Assistance Program

Equal Opportunity Employer

Mary’s Place is an Equal Opportunity Employer.