Intake and Resource Coordinator

Fivekeyscharter; San Francisco (CA); On-site; Full time

Job summary

Join a nonprofit organization in San Francisco focused on empowering underserved communities. As an Intake and Resource Coordinator, you'll support shelter operations, ensuring accurate data management and providing excellent customer service to clients and staff. This role requires strong organizational skills, effective communication, and a commitment to fostering a positive environment. You'll be part of a culture that values collaboration and inclusivity while making a meaningful impact in the community.

Benefits

Medical, dental, and vision insurance

Generous time off

Annual reimbursements for gym membership

Employee Assistance Program

Comprehensive mental health care platform

Qualifications

• Experience with homelessness, mental health, or substance abuse preferred.
• Strong focus on organization and attention to detail.
• Ability to work independently and collaboratively.

Responsibilities

• Manage and maintain accurate information across databases.
• Provide administrative support to staff and ensure smooth operations.
• Create a welcoming environment for clients and visitors.

Skills

Communication

Problem Solving

Organizational Skills

Customer Service

Emotional Intelligence

Education

High school diploma or GED

Tools

Microsoft Office

Google Workspace

Zoom

Job description

Job Details

Job Location: SIP SF Emergency - San Francisco, CA

Position Type: Full-Time

Salary Range: $25.00 - $28.00 Hourly

Job Shift: Day

Description

Mission Statement

Through the use of social and restorative justice principles, Five Keys provides traditionally underserved communities the opportunity to improve their lives through a focus on the Five Keys: EDUCATION, EMPLOYMENT, RECOVERY, FAMILY, COMMUNITY.

Five Keys Overview

Five Keys is a nonprofit organization that operates an extensive network of programs across California. With a presence in 14 counties and over 120 locations, Five Keys focuses on various initiatives aimed at empowering individuals and families to overcome poverty and inequity. The organization's programs encompass a wide range of services, including public charter schools, restorative justice programs in jails and prisons, shelters, permanent supportive housing, and the development of new housing and support programs. At Five Keys, the overarching objective is to uplift individuals and families by providing them with essential resources. This includes education, housing, employment, and the necessary tools to sustain their progress. By offering these fundamental elements, the organization aims to create positive and lasting change in communities, making them better places for everyone.

Housing Services Overview - A Unique Opportunity

Five Keys Housing Services aims to provide a warm, thriving community of support and services tailored to the unique needs of unhoused individuals at our various sites. Our goals are to provide outstanding customer service to our guests; excellent training and support to our staff; and ensure a safe, welcoming and clean environment for each of our guests to call home as long as they are with us. Our housing sites are unique in their approach to our clients, emphasizing low barriers to entry and a flexible approach to rules and requirements. Our goal is to support people who are often unsuccessful in traditional shelter or housing settings.

Our Core Competencies

A well qualified candidate has the capacity to communicate effectively, collaborate with others while building positive relationships, demonstrates strong problem solving skills, has a dynamic learning mindset, and remains committed to a high level of cultural and social awareness. A successful candidate will work well under pressure, observe appropriate boundaries and operate with a high degree of emotional intelligence.

What it’s really like to join our agency…

At Five Keys, culture matters. Culture is at the very core of everything we do and impact on a daily basis. We’ve made a commitment to building an inclusive culture that seeks collaboration over hierarchy to create empowered work teams. We serve vulnerable populations daily and we strive to approach everyone with compassion, patience and a trauma informed approach. We choose to push past discomfort to have difficult conversations to impact the greater good. This allows us the opportunity to collaboratively create an inclusive culture and transform the world around us.

BENEFITS

We offer very low monthly costs for medical, dental, and vision insurance, along with generous time off! Various pre-tax flexible spending accounts and retirement account 403(b) are available. We provide annual reimbursements up to $100 towards gym membership, smoking cessation, and weight loss programs. Annual athletic event participation and annual massages are reimbursed up to $50. Other Company-paid benefits, including free wellness-related apps, an Employee Assistance Program, and a comprehensive mental health care platform, are available to you and your dependents.

We provide annual reimbursements up to $100 towards gym membership, smoking cessation, and weight loss programs. Annual athletic event participation and annual massages are reimbursed up to $50. Other Company-paid benefits, including free wellness-related apps, an Employee Assistance Program, and a comprehensive mental health care platform, are available to you and your dependents.

Qualifications

JOB SUMMARY

The Intake and Resource Coordinator reports to the Site Director and is accountable for managing and maintaining accurate information across all databases and tracking systems, and assisting with monthly reporting. This position plays a vital role in supporting the daily operations of the shelter by serving as a primary point of contact for clients, staff, and partner agencies.

Working closely with the care coordination team, the Intake and Resource Coordinator ensures all intake documentation is complete, site rosters are accurate, and program data is up to date. This role requires a strong focus on organization, attention to detail, and a commitment to providing excellent customer service to internal teams and external partners.

We are looking for someone who insists on maintaining a positive attitude and enjoys supporting a diverse group of people. This job is for you if you are proactive, detail-oriented, and thrive in a diverse, fast-paced environment. A positive attitude, strong communication skills, and the ability to work both independently and collaboratively are essential for success in this role.

JOB DUTIES AND RESPONSIBILITIES

Job duties may vary from site to site but will include the following

• Create a welcoming and supportive environment by warmly greeting all clients, visitors, and staff upon arrival.
• Respond, answer, screen, and route phone calls professionally and promptly; perform general administrative support tasks to ensure smooth shelter operations
• Attend in daily shift change meetings, communicating all issues and concerns as needed
• Provide administrative support to staff across departments, ensuring clear and effective communication between teams
• Maintain and regularly update site paperwork, forms, and signage throughout the facility.
• Manage and verify daily sign-in/sign-out logs for clients, staff, and visitors to ensure accurate attendance, enrollment status, and on-site accountability for security and reporting purposes
• Ensure accurate and timely tracking of all client entries and exits in both physical rosters and digital systems
• Attend and participate in all staff assigned training
• Enter and update client information, including status, behavioral incidents, intake data, and site rosters across multiple databases
• Collaborate with the care coordination team to complete all intake packets and maintain current and accurate tracking of client information
• Create incentive program for clients
• Fulfill client requests for clothing, hygiene supplies, and other basic needs
• Collaborate and coordinate client groups, events and activities with external partners and providers
• Provide daily operational support to Directors, Assistant Directors, Supervisors, Care Coordinators, and external partners such as Coordinated Entry, HCSA, HSH and DPH
• Encourage clients to engage in groups, activities, events, and services through outreach
• Create and maintain client activity/group/event calendar
• Coordinate reasonable accommodations for clients, including bed changes, ADA requests, and mattress or pillow replacements
• Monitor client attendance and shelter utilization to ensure compliance with 48-hour stay policies
• Wash, dry, and fold house linens to prepare bed rolls for incoming guests
• Create, propose, and facilitate groups, workshops, on-site clinics, and client meetings
• Maintain organized and up-to-date guest files, including wellness rosters, shift documentation, and case notes
• Manage the registration and tracking of guest belongings, including pets, bicycles, and personal items stored in secured areas (e.g., weapons room)
• Create and maintain guest lock combinations and ensure secure storage practices
• Receive, log, assign, and distribute guest mail and packages and handle returns as needed
• Assist in preparing monthly and ad hoc reports as requested by leadership
• Act as a liaison between staff and clients regarding operational issues or concerns
• Perform other duties as assigned to support the shelter’s mission and daily operations
• Other duties as assigned

KNOWLEDGE AND SKILLS

• Strong organizational skills and attention to detail
• Ability to maintain a positive, professional attitude and a strong commitment to supporting and engaging with individuals from diverse backgrounds including partners, guests, and staff
• Proficient in customer service, particularly when interacting with partner agencies
• Ability to interpret data and create complex spreadsheets.
• Proficiency in use of Zoom, Microsoft Office, Google Workspace, databases and multi line phone systems
• Willingness and ability to grow professionally, be accountable, and expand skills
• Demonstrated ability to quickly acquire new skills and adapt effectively in dynamic, fast-paced environments
• Ability to address questions and concerns with tact and professionalism, while maintaining appropriate boundaries and strict confidentiality
• Knowledge of appropriate precautions when handling sensitive information
• Exceptional written communication skills with the ability to express complex ideas with clarity and precision
• Ability to work effectively, efficiently, and independently, with high levels of self-accountability

EDUCATION AND WORK EXPERIENCE

• High school diploma or GED
• Prior work with people dealing with homelessness, mental health, disabilities, or substance abuse issues is preferred

PHYSICAL REQUIREMENTS

• Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
• Frequent reaching with hands and arms
• Travel to multiple sites required
• Frequent and prolonged standing, walking, and sitting
• Long periods of walking, sitting at a desk and/or computer station
• Lifting items that weigh up to 25 lbs.; reaching, bending, carrying and stooping within the daily routine of tasks and activities

ADDITIONAL REQUIREMENTS

This position is contingent upon:

• Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable

WORK ENVIRONMENT

• Moderate to high noise level
• Work environment varies from site to site
• Some personal safety risk working in high-crisis environments

GROWTH OPPORTUNITIES

At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allow incumbents to grow into new positions within and across programs within the agency-wide (i.e., charter schools, housing services, programs, transitional employment, nonprofit administration, etc).