Job Description

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Organizational Description & Position Overview

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.

The Central Access Point (CAP) Intake Specialist is a Part-Time staff level position at Strategies to End Homelessness. 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.

Core Job Functions

Reception of CAP Intake Line Calls

• Provide professional, customer-friendly service, conveying empathy and compassion for all callers.
• Manage a high volume of inbound calls and electronic requests in a timely manner
• 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.
• Maintain a working in-depth knowledge of program eligibility and assessment criteria for all Cincinnati/Hamilton County area homeless services connected to CAP.

General

• Participate in staff meetings, workgroups and activities as appropriate.
• Accept direct supervision by the CAP Coordinator.

Requirements

• 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

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.

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

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

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