Central Access Point Intake Specialist

Organizational Description

Strategies to End Homelessness (STEH) is a nationally recognized leader of a coordinated community effort to end homelessness in Greater Cincinnati. Since 2007, STEH has led a comprehensive system of care to prevent and eventually end homelessness in Cincinnati/Hamilton County. Working in partnership with 30 non-profit organizations, STEH coordinates a centralized emergency shelter helpline, homelessness prevention, street outreach, emergency shelter and housing solutions with the goal of ending homelessness.

Position Overview

STEH is hiring a Full Time (40 hours per week) Central Access Point (CAP) Intake Specialist position.

The Central Access Point serves as the primary access point for potentially homeless and homeless families and individuals seeking homelessness prevention services or emergency shelter within the Greater Cincinnati and Hamilton County area. CAP Intake Specialists answer inbound calls to the CAP intake line, complete initial assessments to determine caller’s needs, ensure accurate data and information collection in the HMIS and provide appropriate referrals and resources.

This role requires heavy computer and phone work as well as taking verbal instructions, typing, reading, speaking and writing.

Strategies to End Homelessness Racial Justice Statement

Black, Indigenous and People of Color experience homelessness at disproportionate rates and have greater difficulty becoming and remaining stably housed due to systemic racial disparities. We recognize that homelessness cannot end while these disparities remain and are committed to dismantling racial systems and building inclusive, equitable ones.

We pledge to focus on Diversity, Equity, and Inclusion and promote and encourage diverse voices to ensure all members of our community are heard and have the opportunity to succeed.

Essential Job Functions

  • Provide professional, customer-friendly service, conveying empathy and compassion for all callers.
  • Complete Coordinated Entry Access Point assessments to determine callers current living situations (homeless or at risk of homelessness).
  • Conduct required screenings to assess caller’s barriers and severity of needs
  • Facilitate appropriate and effective referrals to emergency services such as shelter or Outreach, Homeless Prevention and Diversion programs, Veteran and Transitional housing programs on behalf of families and individuals that are currently experiencing homelessness
  • Facilitate connection to other appropriate community services (including the Domestic Violence Crisis Hotline) as needed.
  • Document all calls and maintain required records accurately, comprehensively and in a timely manner, including data entry into the Homeless Management Information System.
  • Manage a high volume of inbound calls and electronic requests in a timely manner
  • Maintain a working in-depth knowledge of program eligibility and assessment criteria for all Cincinnati/Hamilton County area homeless services connected to CAP
  • Other duties as assigned by CAP Coordinator or Coordinated Access Manager

Position Qualifications

Education & Certification

  • Minimum requirement is High School Diploma or GED, Associate’s degree in Social Work or closely related field is preferred.

Knowledge & Experience

  • Experience working respectfully with people in crisis who may have multiple complex needs including but not limited to domestic violence, alcohol and drug addiction, mental health, poverty, disability and homelessness.
  • Computer literate – HMIS (Homeless Management Information System experience, strongly preferred), Outlook, Excel, Word and Google Office products.
  • Ability to work independently while collaborating effectively as part of the CAP team.
  • Ability to work efficiently while paying close attention to detail.
  • Ability to communicate effectively, both orally and written, with persons experiencing crisis as well as community partners.
  • Demonstrate flexibility, deal effectively with new responsibilities and deadlines.
  • Ability to manage completion of multiple responsibilities in a fast-paced environment with frequent distractions.
  • Willingness to learn about and understand homelessness, homeless prevention, emergency shelters, and the community’s homeless services system as a whole.
  • Call center experience strongly preferred
  • Preference for candidates with lived experience will be given

STEH is committed to diversity in hiring and to ensuring that our agency will reflect the demographics of the population we serve. We encourage qualified applicants who have lived experience of homelessness, hunger, and poverty to submit resumes.

Please click the survey link below if you would like to provide your demographic information. This survey is completely voluntary, confidential and is not tied to your application for employment. Responses to this survey cannot be used to impact the hiring decision.

https://forms.office.com/r/JugYEwuGGU

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Travel Requirements

None

Competitive Benefits

  • Health, dental, and disability insurance.
  • Paid time off including holidays and vacation.
  • Savings plan with company match.

Strategies to End Homelessness, Inc. is an equal opportunity employer

Interested and qualified candidates should send cover letter & resume to: HR@end-homelessness.org

Contractor: Individuals with Lived Experience Needed for Work Groups

Cincinnati’s Continuum of Care (CoC) is seeking individuals or persons in families who are currently or formerly homeless to provide input and policy recommendations on local efforts to ensure the homelessness system is effective and equitable. Qualifying applicants must commit to attending monthly Work Group meetings and enter into a Consulting Agreement with Strategies to End Homelessness. Consultants may be eligible for a stipend for up to 24 hours annually at $25/hour.

Responsibilities Include

  • Attend monthly Work Group meetings.
  • Provide advice and recommendations for improvements to homelessness programs and services.
  • In coordination with other members of the Work Group, advocate for system reform and necessary funding at the federal, state, local, and community levels in support of Cincinnati/Hamilton County’s CoC Strategic Plan.

To apply, click here.

Please note that STEH is operating predominately via tele-commuting.