Intake Specialist

Title:                    Intake Specialist
 
Program:             Coordinated Entry System (CES) Adults
 
Reports to:          Program Director
 
Coordinated Entry System provides comprehensive services designed to address the root cause of poverty and homelessness within SPA 1 of Los Angeles County. Participants may be mentally ill, have intellectual developmental disabilities, substance abuse issues, and chronic medical/physical disabilities, exiting institutions and are homeless.

The Intake Specialist will address the Adults immediate needs and work to stabilize their housing crises by connection to crisis housing. The Intake Specialist is the first point of contact within the Adults Programs and provides screening, triage, crisis intervention, access to crisis/emergency housing, and transportation services to homeless Adults.

Essential Job Functions:
  • Receives, screens and triages referrals from walk-ins and other collaborative partners.
  • Conducts standardized screening and triages adults imminently at-risk and homeless.
  • Accepts warm transfer calls of adults prescreened by 211 LA County.
  • Works in coordination with the Case Management, Problem Solving team and crisis housing providers to ensure seamless and integrated care for homeless adults in the SPA.
  • Diverts adults to other sources of assistance when possible.
  • Screens and immediately addresses safety concerns; adults with identified safety concerns such as domestic violence will be immediately connected to a domestic violence shelter provider.
  • Develops and implements crisis-housing plans, which include consideration of alternatives to entering the crisis housing system.  If the adult does not have an appropriate option for alternative housing, arrange for immediate crisis/emergency housing.
  • Connects adults to immediate supportive services as needed such as mental health, health, substance abuse, childcare, employment, etc.
  • Complete data entry into HMIS database.
  • Maintains participant database and generates monthly and quarterly reports for program leadership, funders or compliance department
  • Monitor, track, and report Program referrals, intakes and enrollments
  • Provide transportation assistance for the purposes of stabilizing the current housing crisis.
  • Work with a diverse and marginalized caseload of participants, experiencing many barriers including homelessness, complex trauma, medical, mental health needs and substance use
  • Assist individuals at every stage of the housing stabilization process including flexible services to meet the individual needs of participants
  • Engage participants in problem solving dialogue to assess for additional resources available within the participant’s own network.
  • Conduct intake and enrollment activities with eligible participants, including assisting participants with gathering other program eligibility documentation, completing project intake forms, authorizations and enrolling into the program
  • Interview and evaluate participants to identify social, emotional, and economic factors, which may interfere with attaining stability and optimum health
  • Obtain consents and authorizations for participants in the program
  • Perform housing location duties to identify appropriate housing options for participants
  • Assist participants with accessing temporary housing and obtaining permanent housing. Facilitating the move in process before and after move in. 
  • Transport/accompany participants in agency or personal vehicle to unit search, viewing, lease signing and to various agencies and healthcare providers in the greater Los Angeles area to increase community support services and community reintegration
  • Assist participant with linkage to community resources for in-home supportive services if necessary
  • Provide participants with linkage to benefits establishment, vocational resources and employment to increase income
  • Link participants with appropriate medical, mental health, substance abuse providers, as well as recuperative care, food, clothing and transportation resources
  • Develop and maintain complete, accurate, and current files with all required documents and data in agency records and electronic database, HMIS. Includes updates to changes in income and any demographic domain
  • Maintain confidentiality of participant files per HIPAA and all applicable guidelines
  • Document services provided within 24 hours
  • Ensure services to participants are reflective of customer choice and emphasize housing first, harm reduction and trauma-informed care models
  • Use effective communication skills such as active and reflective listening to build rapport
  • Utilize appropriate motivational interviewing interventions to increase positive outcomes
  • Liaise with other providers within the agency, as well as outside to formulate strength based strategies that focus on housing retention and general wellness
  • Assist other departments as needed
  • Participate in staff meetings, individual and group supervision, case conferences and training as required
  • Adhere to agency policies and procedures including confidentiality, child abuse reporting, and code of ethics
  • Additional tasks, projects and or responsibilities as assigned by Supervisor that are not outlined but which are an important part of the agency’s goals and/or program outcomes
Knowledge, Skills & Abilities:
  • Clear understanding of the concepts of Housing First, Harm Reduction, Trauma Informed Care, Motivational Interviewing, and the Coordinated Entry System
  • Knowledge of issues facing homeless individuals (e.g. chronic health, substance abuse, mental health, domestic abuse and resources for undocumented individuals)
  • Knowledge of resources including legal, medical, housing, educational and social service agencies and other resources in the community
  • Knowledge and understanding of policy, systems, and local programs that impact homeless persons and related public funding sources, regulations, requirements, and procedures
  • Knowledge of best practice models for assisting homeless people with varying degrees of needs/conditions and have a strong understanding of contractual requirements/compliance and applicable performance measures
  • Ability to respond quickly and effectively to individuals who may be ill, using substances, lack of personal care, in crisis situations and/or potentially hostile situations
  • Ability to deescalate aggressive/agitated individuals
  • Ability to work with a diverse population and provide culturally competent advocacy
  • Actively promote positive, nurturing interactions between participants
  • Must be able to exercise initiative, independent good judgment, flexibility, discretion, and solid decision making
  • Must be able to successfully manage multiple priorities, meet deadlines, adjust to changing; circumstances, and demonstrate confidence working with diverse stakeholders
  • Ability to handle common problems without supervisor intervention while knowing when supervisor participation is warranted
  • Work effectively under conditions of limited supervision, high stress and rapidly changing situations and circumstances
  • Able to take appropriate steps to deal with emergency situations with the goal of maintaining the safety of all participants
  • Demonstrate the ability to utilize strong judgement and interpersonal skills to manage sensitive client interactions including with those who may be in distress with acute illness, substance use issues, co-morbidity of behavioral and physical health issues in addition to homelessness
  • Project a professional demeanor and a high level of professionalism when dealing with sensitive matters
  • Promote cooperation and commitment within a team to achieve goals and objective; collaborate with team members, sharing ideas and differences openly; be receptive to new ideas and adapt to change as necessary
  • Outstanding communication skills, both written and oral; must communicate professionally and positively with participants, co-workers, management, community partners, employers, landlords, and other service providers
  • Strict confidentiality must be observed as it relates to participant information, agency business, program decisions and all other personal information
  • Considers impact of personal and professional choices. Consistently make decisions in keeping with organizational values and Supervisor’s direction
  • Excellent organizational skills and the ability to follow through from beginning to end on tasks
  • Proficient with office communication equipment and machines (telephone, copier, calculator, fax machine, personal computer, laptop, computer printer and scanner).
  • Proficient in use of laptop/desktop computer, Microsoft Windows and Office software programs (Word, Excel, and PowerPoint) and Google drive
  • Strong time management skills and the ability to multi-task and prioritize in a fast-paced environment, while exercising sound judgment.
  • Able to accommodate urgent deadlines
  • Superior oral and written communication skills, including ability in drafting, review, feedback and editing
  • Maintain professional boundaries and work collaboratively with participants, volunteers and staff
  • Accountability – be on time for scheduled shifts;
  • Use of a personal vehicle may be required to travel in and around Antelope Valley and/or Los Angeles County and periodically transport participants
  • Accountability/Punctuality – be on time for scheduled shifts
  • Be able to read and write English
  • Bilingual Preferred but not required.
Qualifications & Experience:
  • High School Graduate or equivalent
  • One year experience in case management for homeless individuals
  • Experience with Homeless Management Information System (HMIS)
  • Experience with homeless, vulnerable and/or diverse population
Agency Requirements:
  • Must have a valid California Driver’s License
  • Reliable transportation
  • Auto Insurance
  • Clean driving record
  • Employee will be required to complete a TB test, Background check, drug screen (employment pending on drug screen, background check and DMV report review), 72-hour Domestic Violence/Sexual Assault training and CPR/First Aid certification
Work Conditions & Physical Demands
The following are work conditions that one may encounter in the course of performing their job duties:
  • May be in contact with individuals in crisis
  • May experience unpleasant sensory demands associated with an individual’s use of alcohol and drugs, and lack of personal care
  • May experience crisis situations and potentially hostile situations, must be ready to respond quickly and effectively.
An employee is required to:
Walk and climb stairs; Handle, grasp and feel objects and equipment; Reach with hands and arms; extend both arms above the head and/or reach below the waist; Communicate ideas and information verbally and written word; Be able to move oneself quickly and easily from place to place; Repeat various motions with hands, wrists, fingers; Climb on stools, steps and/or ladders; Be subject to outside environmental conditions, including but not limited to: Rain, heat, wind.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. If accommodation(s) are required, employee must inform Human Resources by the first week of employment. If an accommodation is not required at the time of employment, but is later required, you must inform Human Resources at the time it is needed.

Benefits
Health Employee Assistance Plan Paid Sick
Dental AFLAC Paid Vacation
Vision Cafeteria 125 Plan Personal Days
Acupuncture/Chiropractic Retirement Plan  
Life Insurance 14 Observed Holidays  
 
Schedule:
Monday – Friday 8am – 5pm (may be required to work other than normal duty hours, to include evenings, weekends, holidays and/or on call status)

An Equal Opportunity Employer: Selection will be based solely on merit and will be without discrimination because of age, race, sex, religion, national origin, marital status, sexual orientation, mental or physical disability.
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