Intake Coordinator, HUD-VASH Services, Homeless Veteran Program

Tunnel To Towers Foundation; Toledo (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

The Tunnel to Towers Foundation seeks an Intake Coordinator to greet Veterans and families seeking financial move-in assistance through the Homeless Veteran Program. You will screen calls, conduct intake interviews, and determine eligibility while showing empathy and clear assessment.

You will enter data into CRM, provide warm hand-offs, and support process improvements, adhering to program policies and federal grant requirements to ensure those in need receive timely help.

Qualifications

• Minimum five years of experience in social services, intake, customer service, or related field.
• Experience with centralized case management software and digital intake workflows preferred.
• Strong understanding of the challenges facing people experiencing homelessness.

Responsibilities

• Manage a high volume of inbound and outbound calls with prospective clients referred by the VA and other community homelessness providers.
• Conduct structured intake interviews to verify financial need, housing status, and program fit against Foundation guidelines.
• Collect and organize required documentation to build complete, accurate case files.
• Enter client information accurately into the program’s CRM (Client Relationship Management) software and database to track program impact and outcomes.
• Provide warm hand-offs to the referring source for clients who do not qualify for the Foundation’s financial assistance.
• Apply a trauma-informed, client-centered approach with cultural competence and sensitivity across all interactions with Veterans from diverse backgrounds.
• Support continuous improvement of intake processes to enhance the Veteran experience.
• Perform all duties in compliance with program policies, procedures, and applicable federal grant requirements.

Skills

Empathy

Bilingual (English/another language)

Detail-oriented

Trauma-informed

Cultural competence

Education

High school diploma

Associate’s degree in social work or related field

Tools

CRM software

Case management software

Job description

Description

The mission of the Tunnel to Towers Foundation is to honor the sacrifice of firefighter Stephen Siller who laid down his life to save others on September 11, 2001. We also honor our military and first responders who continue to make the supreme sacrifice of life and limb for our country. The Tunnel to Towers Foundation is committed to eradicating homelessness amongst our veterans.

The Intake Coordinator is the first point of contact for Veterans and their families seeking financial move-in assistance through the Homeless Veteran Program. Serving as the “Voice of the Foundation,” the Intake Coordinator conducts initial phone screenings and intake interviews to determine program eligibility — balancing empathy with clear‑eyed assessment so that resources reach eligible Veterans who are ready for placement.

The ideal candidate is empathetic, detail‑oriented, and committed to supporting Veterans and their families.

Requirements

• Manage a high volume of inbound and outbound calls with prospective clients referred by the VA and other community homelessness providers.


• Conduct structured intake interviews to verify financial need, housing status, and program fit against Foundation guidelines.


• Collect and organize required documentation to build complete, accurate case files.


• Enter client information accurately into the program’s CRM (Client Relationship Management) software and database to track program impact and outcomes.


• Provide warm hand‑offs to the referring source for clients who do not qualify for the Foundation’s financial assistance.


• Apply a trauma‑informed, client‑centered approach with cultural competence and sensitivity across all interactions with Veterans from diverse backgrounds.


• Support continuous improvement of intake processes to enhance the Veteran experience.


• Perform all duties in compliance with program policies, procedures, and applicable federal grant requirements.

Qualifications

• High school diploma required; Associate’s degree in social work or a related field preferred.


• Minimum of five years of experience in social services, intake, customer service, or a related field.


• Strong understanding of the challenges facing people experiencing homelessness.


• Experience with centralized case management software and digital intake workflows preferred.


• Bilingual (English / [additional language]) strongly preferred.


• Pre‑employment screening, including a background check, is required.

Working Conditions

Special working conditions may include: a change in days worked, shift hours, and/or working conditions (outdoors or other locations) when participating and assisting in special events.