Intake Specialist

About Gateway West

Gateway West is Albuquerque’s largest shelter, serving an average of 600 people per night. The center is open year-round and offers meals, a warm overnight bed, and secure under-bed storage. Shuttle service is provided daily. The team provides easy access to trauma-informed services such as case management, job searching, and other supportive services, with the goal of guiding guests through a successful exit from the shelter to safe, stable housing and a plan for ongoing support.

How you will make an impact

• Manage the intake process for guests at the shelter, maintaining accurate records of all interactions and service provisions, and supporting guests in accessing necessary resources and services.
• Use Homeless Management Information System (HMIS) for data entry and reporting.
• Coordinate with external agencies to ensure a safe environment for both guests and pets.
• Assist guests with the completion of assessments such as the VI-SPDAT.
• Conduct thorough intake interviews to understand guest needs, complete and maintain accurate records in HMIS, and administer VI-SPDAT assessments for guests staying over 15 days to support coordinated entry into housing programs.
• Act as a key liaison to connect guests with housing, healthcare, mental health services, employment opportunities, and other community resources.
• Manage pet care agreements and coordinate with external agencies to ensure a safe environment for both guests and their pets.
• Support daily shelter operations, including maintaining cleanliness, monitoring policy compliance, and assisting with meal distribution and transportation scheduling.
• Respond to emergencies with effective crisis intervention and de-escalation techniques to ensure safety and stability.
• Some Intake Specialists may operate a 15-passenger van to transport guests and referrals to community locations and shelter access points (depending on eligibility).

What makes you a great Intake Specialist

• Data Management & Reporting: Proficient in using HMIS or similar client management systems to accurately maintain guest records, track shelter occupancy, and generate reports for internal and external stakeholders.
• Trauma-Informed Care & Crisis De-Escalation: Skilled in applying trauma-informed principles to create a safe, respectful environment; experienced in crisis intervention and de-escalation techniques to ensure guest and staff safety.
• Assessment & Resource Coordination: Experienced in administering Vulnerability Index – Service Prioritization Decision Assistance Tool (VI-SPDAT) assessments and connecting guests to housing, healthcare, mental health services, employment opportunities, and other community resources.
• Communication, Compliance & Documentation: Verbal and written communication skills with the ability to document service plans and interactions clearly; able to adhere to shelter policies and procedures and communicate them to guests; knowledgeable in managing pet care agreements and coordinating with external agencies.

Minimum qualifications and competencies

• High school diploma or equivalent; additional education in social work, human services, or a related field preferred.
• Previous experience working with individuals experiencing homelessness or in a supportive housing setting is highly desirable.
• Proficiency in using HMIS or similar client management systems for data entry and reporting.
• Valid driver’s license and ability to travel locally as needed. Some staff may be eligible to drive 15-passenger vans to transport guests.
• Understanding of trauma-informed care principles and a commitment to applying them in practice.
• Ability to work effectively with diverse populations and demonstrate cultural competency.
• Excellent communication, organizational, and problem-solving skills.
• Ability to maintain professionalism and confidentiality in a fast-paced, high-stress environment.
• Ability to assess and respond to clients' needs with sensitivity, creating a supportive space that acknowledges the effects of trauma on behavior and communication.

Benefits

• Generous paid holiday
• Employee recognition program
• Paid time off & paid sick days
• Free preventative services & wellness rewards
• Medical, dental, and vision for spouse/domestic partner & children to age 26
• Health savings account & flexible spending account
• Life + disability options
• Employee assistance program
• Telemedicine & concierge services
• 401(k) retirement plan
• Pet care, Life Mart purchase discounts
• Tuition reimbursement for qualifying degrees
• Identity theft protection & voluntary benefits