Diversion Assistant

Coalition for the Homeless of Central Florida; Orlando (FL); On-site; USD 22,000 - 33,000; Full time

Job summary

Coalition for the Homeless of Central Florida is seeking a Diversion Assistant to support walk-in clients by identifying safe alternatives to shelter entry. You will collect information, provide immediate problem-solving, and coordinate resources under the supervision of the Diversion Program Manager.

Responsibilities include screenings, identifying diversion options, coordinating with housing specialists, and documenting outcomes in HMIS, with a goal of assisting at least 30 clients diverted

Qualifications

• Associate’s degree in a social services field or equivalent.
• Two or more years of experience with unhoused populations.
• Flexible schedule including some evenings/weekends; background check required.

Responsibilities

• Conduct intake screenings for shelter services.
• Identify diversion opportunities and alternatives to shelter entry.
• Coordinate referrals and warm handoffs with community providers.
• Maintain accurate records and HMIS documentation.
• Follow up with diverted clients to ensure stability for up to three months.
• Complete reports timely and communicate with supervisor on issues.
• Uphold Housing First principles and maintain confidentiality.

Skills

Empathy & rapport

Written & verbal communication

Conflict resolution

Time management

Problem solving

MS Office proficiency

Team collaboration

Education

Associate degree in social services

Tools

HMIS

Excel

Outlook

Word

Job description

POSITION: Diversion Assistant

REPORTS TO: Intake/Diversion Program Manager

STATUS: Hourly – Non-Exempt – Full-Time

Overview:

Under the direct supervision of the Diversion Program Manager, the Diversion Assistant supports walk-in clients by identifying safe, appropriate alternatives to shelter entry whenever possible. This role assists the housing counselors in collecting information, providing immediate problem‑solving support, coordinating resources, and documenting outcomes. The Diversion Assistant plays a key role in reducing shelter demand and improving system flow, aligned with Housing First principles.

Key Responsibilities

• Conduct intake screenings with clients presenting for shelter or services.
• Assist in identifying diversion opportunities such as reunification with family/friends, temporary arrangements, or other housing options.
• Provide immediate problem‑solving support to help clients identify safe alternatives to shelter entry.
• Provide conflict resolution and mediation services with clients’ landlords, family, or friends.
• Gather and verify information necessary to assess diversion options and client needs.
• Support documentation of diversion attempts and outcomes in the Homeless Management Information System (HMIS).
• Complete daily/monthly reports accurately and in a timely manner.
• Coordinate with housing specialists, housing navigators, and community providers for referrals and warm handoffs.
• Follow up with diverted clients as appropriate to ensure temporary solutions remain stable for up to three (3) months.
• Maintain accurate records, confidentiality, and adherence to agency protocols.
• Treat all guests, volunteers, and staff with respect and dignity.
• Productivity measurements will be monitored closely. Productivity will be measured based on the number of clients successfully diverted. Expectation is no less than thirty (30) clients successfully diverted per month.
• Maintain timely communication with supervisor regarding barriers, trends, urgent client needs, and program concerns.
• Assist with appointment scheduling, client coordination, and internal communication related to diversion services.
• Participate in required meetings, trainings, and professional development activities.
• Uphold Housing First principles and agency standards in all client interactions and service delivery.
• Perform other duties necessary for the effective operation of the program, and other duties as assigned by Program Manager.

Qualifications

• Candidates must possess an associate’s degree or equivalent number of college credits in a social services field.
• Two (2)+ years of experience preferred working with the unhoused population.
• Homeless services, case management, mental health, permanent supportive housing, and rapid rehousing experience preferred.
• Flexible work schedule to include some evenings and/or weekends. Will be expected to meet clients at times that are convenient for the client and outside of regular work schedule.
• Ability to pass a background screening in accordance with agency standards.
• Prior experience with intake, diversion, crisis intervention, or housing navigation preferred.
• Bi-lingual candidates and veterans are encouraged to apply.

Required Skills

• Commitment and ability to engage in an empathetic, non-judgmental way with people in stressful situations; to establish rapport to help resolve homeless households’ immediate housing crisis.
• Must be proficient in written and verbal communication.
• The ability to effectively serve a very diverse population with aptitude in the areas of conflict resolution, critical thinking, and problem solving.
• Ability to manage a work schedule, meet deadlines, and keep appointments as scheduled.
• Strong problem‑solving and decision‑making skills, with the ability to resolve conflicts and actively listen.
• Proficiency in Excel, Outlook, Word, and the ability to quickly learn new software and systems.
• Ability to maintain accurate documentation and meet reporting deadlines.
• Ability to work independently while exercising sound judgment and initiative.
• Ability to collaborate effectively with internal staff and external providers.
• Ability to maintain professionalism, confidentiality, and appropriate boundaries at all times.
• Ability to remain calm and effective while working in a fast‑paced environment with urgent client needs.

This job description does not imply that these are the only duties to be performed by the employee in this position. The employee will be required to follow any other job‑related instructions and perform other job‑related duties requested by any person authorized to give instructions or assignments. This description excludes the marginal functions of the position that are incidental to essential job duties. All duties, responsibilities, and requirements are vital to the job. This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship.