INFORMATION AND REFERRAL AIDE

City-of-Miami,-Fl; Miami (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The City of Miami is seeking an entry-level Field Outreach Specialist to support outreach teams serving individuals and families experiencing homelessness. You will engage clients, help access emergency shelter and services, and document encounters in HMIS while coordinating with a specialist and city departments.

Ideal candidates bring a high school diploma and 2 years in public-facing clerical or field-based engagement, with trauma-informed and culturally competent approaches.

Qualifications

• High school diploma or equivalent and two years of experience in public-facing clerical support or field-based community engagement.
• Experience working with individuals experiencing homelessness or other vulnerable populations is preferred.
• Experience in human services or healthcare support is desirable.

Responsibilities

• Engage individuals and families experiencing unsheltered homelessness and assist them in accessing emergency shelter and supportive services.
• Conduct data collection and enter information into HMIS and other databases.
• Prepare daily outreach logs and documentation packets for supervisor review.
• Collaborate with Information & Referral Specialists and other City departments during field operations.
• Distribute outreach materials and assist with field supply inventory and readiness.

Skills

Engagement & outreach

Data collection

Trauma-informed communication

Public-facing communication

Education

High school diploma or equivalent

Tools

HMIS

Job description

This is entry-level field-based outreach and client engagement work supporting the City of Miami’s Homeless Outreach operations, assisting Information & Referral Specialists in engaging individuals and families experiencing unsheltered homelessness, facilitating access to emergency shelter and supportive services, gathering required documentation and supporting Coordinated Entry (CE) processes.

Employees in this classification work as part of a paired outreach team under the direction of an Information & Referral Specialist. The incumbent provides engagement, documentation, data collection, and field safety support to ensure compliance with Miami-Dade Homeless Trust (HT) requirements, Coordinated Entry (CE) policies, and the City of Miami Homeless Outreach protocols.

An employee in this class is expected to perform assigned duties independently once trained, while adhering to established procedures and supervisory direction. Final determinations regarding eligibility, program referrals, and placement decisions are made by the Information & Referral Specialist.

Works daily alongside an Information & Referral Specialist as part of an assigned field outreach team.

Participates in unsheltered outreach engagements, encampment operations, and emergency response deployments alongside additional team members.

Supports coordination efforts with City Departments, including, but not limited to: the Miami Police Department, Solid Waste, as well as external partner agencies.

Maintains updated resource lists and assists in identifying supportive service resources for client referral.

Provides clients with information regarding available shelters, diversion opportunities, food assistance, healthcare, mental health services, detox programs, and veteran resources; facilitates referrals as directed.

Conducts initial engagement with individuals experiencing homelessness, establishing rapport using trauma-informed and culturally competent approaches.

Conducts preliminary triage questions to identify immediate needs, safety concerns, and potential service pathways.

Assists clients in navigating basic processes such as obtaining identification, locating treatment programs, or attending assessments.

Performs data collection and enters information into the Homeless Management Information System (HMIS) and other designated databases in accordance with established procedures.

Collects required client documentation for shelter, hotel placement, diversion, and housing navigation, including homeless verifications, identification, chronicity documentation, and income or disability paperwork.

Prepares daily outreach logs, encounter forms, and documentation packets for Information & Referral Specialist review and approval.

Operates computers, tablets, radios, and mobile devices during field operations.

Distributes outreach materials, resource information, and shelter information; assists in maintaining field supply inventory and operational readiness.

Performs routine administrative support functions necessary to support outreach operations, including preparing forms, maintaining documentation, entering data into designated systems, and responding to telephone, electronic, or in-person inquiries.

Performs related work as required.

A high school diploma or its equivalent and two (2) years experience in public facing clerical support roles or field-based community engagement.

Experience working with individuals experiencing homelessness or other vulnerable or underserved populations is preferred.

Experience working in human services or healthcare support is desirable.

OR

An equivalent combination of education and experience beyond a high school diploma or its equivalent and two (2) years of the required experience.

SPECIAL REQUIREMENTS:

A Valid Driver's License from any state (Equivalent to a State of Florida Class E) may be utilized upon application however, prior to appointment, a State of Florida Driver's License (Class E or higher) must be presented to the Department of Human Resources and must be maintained valid throughout employment in the classification.

SPECIAL NOTE:

Candidates will be subject to a Level II background screening.

Employees in this classification will be required to work various shifts, to include nights, holidays and weekends.

Veterans Preference:

Veterans Preference is awarded in accordance with Florida State Statute 295.07. If veteran's preference is being claimed, it must be indicated on the application form and proper documentation, including all forms DD-214 (Member 4) and the applicable FDVA- Veteran's Preference Certification Form(s) in accordance with rule 55A-7.013 - Documentation of Preference Claim, must be submitted with the employment application.

FDVACertification Forms:

Please complete the applicable Veterans' Preference Certification Form(s). Form(s) must be uploaded with your employment application along with acceptable proof of veterans' preference.

Form VP1: VETERANS' PREFERENCE CERTIFICATE

Form VP2: CURRENT MEMBER OF THE RESERVE CERTIFICATION

Form VP3: UNREMARRIED WIDOW or WIDOWER CERTIFICATE

Selection Preference:

Selection preference within the same ranking band resulting from an interview process will be granted in the following order: 1) preference eligible veterans, 2) active City of Miami employees, 3) City of Miami residents, 4) all others.

OPEN/NON-COMPETITIVE

Approved Credential Evaluation Agencies:

• An accredited four-year college or university in the United States, OR


• A current member of the National Association of Credential Evaluation Services (NACES), OR


• A current member of the Association of International Credential Evaluators (AICE), OR


• A recognized Professional Organization

For additional list of approved credential evaluation agencies visit the Florida Department of Education

It is the applicant's responsibility to ensure that all required documents submitted with the employment application are in a format that is acceptable, clear and legible for eligibility determination or risk being disqualified.

Applicants, including City of Miami employees, must completely detail their work experience on the employment application or risk being disqualified. Resumes are not required and will not be reviewed in place of the employment application.

It is the applicant's responsibility to update their online profile with personal data, work experience, education, and certifications, when submitting application(s), failure to do so may result in disqualification.

Applicants must provide a valid email address in order to receive notification of eligibility.