Intake Coordinator

Volunteers-of-America-Mid--state; Knoxville (TN); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Employee discounts

Loan forgiveness options

Paid time off

Job summary

Volunteers of America Mid-States (VOA) is seeking an Intake Coordinator for the Supportive Services for Veteran Families (SSVF) program. You will be the first contact for veterans seeking services and determine eligibility by screening during the initial interview.

You will process preliminary assessments and coordinate referrals to community partners for crisis intervention and short-term housing stabilization.

Qualifications

• Bachelor’s degree and less than five (5) years of experience in the field; a person with five (5) years of experience in the field and no degree; a veteran with three (3) years related work experience.
• Must have knowledge of customer service skills; previous telephone system experience and proficient computer skills; well organized, self-starter, and able to work as a member of a team.
• Excellent verbal and written communication skills, high degree of organization, and creative problem-solving skills. Must have a personal automobile, valid driver’s license, liability insurance, and be willing and able to travel between counties served.
• Must have ability to work independently and solve problems creatively.
• Superior written and oral communication skills mandatory, as well as the ability to communicate professionally and appropriately via telephone and in person.

Responsibilities

• Complete the Eligibility Screening Disposition Form (Category 1) for clients (a) confirming a very low-income Veteran family’s eligibility for supportive services; and (b) documenting the eligibility of persons applying for SSVF homelessness prevention assistance.
• Screen and verify eligibility requirements for SSVF homeless veteran’s assistance.
• Apply SSVF Program eligibility requirements for the SSVF Program.
• Assist clients with crisis intervention and short-term housing stabilization which includes aiding clients with accessing emergency shelters/transitional housing, and supportive services to best-address the client’s immediate crisis needs in both rural and urban communities.
• Understand the barriers that clients in both urban and rural areas face and how to best serve clients in both areas.
• Refer clients who do not qualify for the SSVF program to other mainstream services for assistance, or to other housing stabilization programs in their service area when they do not meet SSVF eligibility.
• Understand and apply the Presumptive eligibility criteria and eligible document requirements to use for the Presumptive eligibility status during intake such as HINQ, VA ID Cards, and SOS.
• Track clients who are screened but not eligible for the SSVF Program.
• Implement the Housing First Model during assessment of clients.
• Maintain an intake log of all those who request assistance and also complete a screening.
• Data entry into the HMIS system ensuring accuracy and completeness of all data entered.
• Communicate to potential participants the process of the SSVF program and required documentation to proceed with program participation.
• Participate in outreach activities, including but not limited to street/shelter outreach, coordinated-entry meetings, Stand Down, resource fairs, Week of Valor/Veterans Day events, and annual PIT count.
• Demonstrate ability to relate to Veterans and their family in a culturally appropriate manner.
• Participate in all appropriate staff, supervision, case consultation, and training meetings.
• Identifies systemic barriers and communicates with organizational leadership about these barriers to work collaboratively to find viable solutions.
• Assumes other duties as assigned by the SSVF Program Manager and Senior Management.
• Performance quality improvement (PQI) duties as assigned by supervision & PQI committee

Skills

Customer service

Telephone system experience

Proficient computer skills

Organized

Team player

Verbal and written communication

Valid driver's license

Willing to travel

Education

Bachelor’s degree and <5 years experience

Veteran with 3 years related work

Tools

MS Excel

HMIS

Job description

• Volunteers of America Mid-States (VOA) is a non-profit organization spanning four states that creates positive change in the lives of individuals and communities through a ministry of service. We provide housing for families, veterans, and low-income seniors. We provide care and support for individuals with developmental disabilities, healing accountability that brings people together with restorative justice, and free HIV testing and education. When Volunteers of America was founded in 1896, "volunteer" referred to anyone who served others as a vocation through a commitment to a mission. Today, we are still staffed by paid, mission-driven professionals working to create positive change and build thriving communities. Flexibility, teamwork, and fun are some of the reasons our employees are proud to work at VOA! We offer a comprehensive benefits package to employees who meet eligibility requirements.

BENEFITS:

Volunteers of America Mid-States, offers a rich and robust benefits package the supports a healthy work life balance, which include the following:

Health and Wellness

• Employee Assistance Plans (EAP)
• Health and Wellness Program
• Medical Coverage
• Dental Coverage
• Vision Coverage
• Flexible Spending Account
• Health Spending Account
• Short Term Disability
• MetLife Legal Plans

Financial Wellbeing

• Competitive Compensation Packages
• Life Insurance (company paid)
• 403b retirement plan with company fund matching
• Employee discounts
• *Loan forgiveness options through federal programs
• (National Health Corp & Public Service Loan Forgiveness)
• *All company paid benefits and paid time off effective day one

Training & Development

• VOA LEAD Program- Leadership Development Program
• VOA University - Staff Development
• VOA Academy - Clinical Training and Development

JOB SUMMARY AND QUALIFICATIONS:

The Intake Coordinator for the Supportive Services for Veteran Families (SSVF) Program is the first contact between veterans and availableSSVF services.

The Intake Coordinator will 1) determine the eligibility of those veterans who seek assistance by completing the screening forms during theinitial interview;

2) process and prepare preliminary assessments of all very low-income veteran families referred to the SSVF Program;

3) make appropriate referrals to all community partners and resource providers for crisis intervention and short-term housing stabilization;

4) complete a screening over the phone and an assign eligible participant to the applicable case manager

5) enter enrolled clients into the Homeless Management Information System (HMIS); and

6) update and maintain all Excel spreadsheets or client trackers.

WHAT YOU SHOULD HAVE FOR THIS ROLE:

• Bachelor’s degree and less than five (5) years of experience in the field; a person with five (5) years of experience inthe field and no degree; a veteran with three (3) years related workexperience.
• M ust have knowledge of customer service skills; previoustelephone system experience and proficient computer skills; wellorganized, self-starter, and able to work as a member of a team.
• Excellent verbal and written communication skills, high degree of organization, and creative problem-solving skills. Must have a personal automobile, valid driver’s license, liability insurance, and be willing and able to travel between counties served. Must have ability to work independently and solve problems creatively.
• Superior written and oral communication skills mandatory, as well as the ability to communication professionally and appropriately via telephone and in person.
• Ability and desire to maintain confidentiality of all persons requesting assistance, the services requested, and the outcome of his/her request.
• Must demonstrate initiative and strive to continually improve process and relationships.
• Excellent time management skills, including demonstrated ability to manage multiple projects and set priorities to meet deadlines.
• The aptitude to develop and maintain a deep understanding of the eligibility criteria and policies related to various federal and local public benefit programs. Ability to related to various federal and local public benefit programs.
• Ability to remain non-judgmental, empathetic, and respectful of the homeless remain non-judgmental, empathetic, and respectful of the homelessveterans we serve.
• Experience with the HMIS is preferred but not required.
• We hire, fire, and promote based on our five core values of commitment, compassion, diversity, justice, and integrity.
• These values run through our entire culture so it’s important to us that you truly believe in these values too.

RESPONSIBILITIES:

Complete the Eligibility Screening Disposition Form (Category 1) for clients (a) confirming a very low-income Veteran family’s eligibility for supportive services; and (b) documenting the eligibility of persons applying for SSVF homelessness prevention assistance.

• Screen and verify eligibility requirements for SSVF homeless veteran’s assistance.
• Apply SSVF Program eligibility requirements for the SSVF Program.
• Assist clients with crisis intervention and short-term housing stabilization which includes aiding clients with accessing emergency shelters/transitional housing, and supportive services to best/address the client’s immediate crisis needs in both rural and urban communities.
• Understand the barriers that clients in both urban and rural areas face and how to best serve clients in both areas.
• Refer clients who do not qualify for the SSVF program to other mainstream services for assistance, or to other housing stabilization programs in their service area when they do not meet SSVF eligibility.
• Understand and apply the Presumptive eligibility criteria and eligible document requirements to use for the Presumptive eligibility status during intake such as HINQ, VA ID Cards, and SOS.
• Track clients who are screened but not eligible for the SSVF Program.
• Implement the Housing First Model during assessment of clients.
• Maintain an intake log of all those who request assistance and also complete a screening.
• Data entry into the HMIS system ensuring accuracy and completeness of all data entered.
• Communicate to potential participants the process of the SSVF program and required documentation to proceed with program participation.
• Participate in outreach activities, including but not limited to street/shelter outreach, coordinated-entry meetings, Stand Down, resource fairs, Week of Valor/Veterans Day events, and annual PIT count.
• Demonstrate ability to relate to Veterans and their family in a culturally appropriate manner.
• Participate in all appropriate staff, supervision, case consultation, and training meetings.
• Identifies systemic barriers and communicates with organizational leadership about these barriers to work collaboratively to find viable solutions.
• Assumes other duties as assigned by the SSVF Program Manager and Senior Management.
• Performance quality improvement (PQI) duties as assigned by supervision & PQI committee

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.