Intake Specialist

tsainternal; Grand Rapids (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

Pension contributions

Paid time off

Disability coverage

Job summary

The Salvation Army in Grand Rapids, MI is seeking an Intake Specialist to assess housing needs, prioritize cases, and connect households to community resources and housing programs. The role includes conducting assessments, ensuring eligibility, and guiding clients through the Coordinated Entry process.

Responsibilities emphasize customer service, data entry into HMIS, confidentiality, and collaboration with partners to support referrals and access to resources.

Qualifications

• High school diploma or GED or equivalent experience.
• Experience in a call center or front desk role preferred.
• Bi-lingual English and Spanish preferred.
• Experience working with low-income populations preferred.
• One-year experience in social work or social service field desired.

Responsibilities

• Greeting and assisting guests in person and by phone with excellent service.
• Assess housing needs and determine eligibility and priority.
• Prescreening and intake using designated tools and procedures.
• Enter participant data into HMIS accurately and timely.
• Maintain confidentiality and protect participant privacy.
• Refer households to housing resources and programs.
• Coordinate with community partners to support referrals and services.

Skills

Customer service orientation

Bilingual English/Spanish

Confidentiality & ethics

Assessment & referrals

Education

High school diploma or GED

One-year experience in social work or social service field

Tools

HMIS

Microsoft Office 365

TEAMS & SharePoint

Job description

At The Salvation Army our employees are the heartbeat of our mission. We foster a community of passionate people dedicated to changing lives and bringing hope to those who need it most.

Position Summary:

The Intake Specialist is responsible for assessing and prioritizing households experiencing a housing crisis and connecting them with appropriate housing resources and supportive services within the community. As part of the Kent County Coordinated Entry System, Intake Specialists serve as an initial point of contact for individuals and families seeking housing assistance. They conduct comprehensive assessments, determine eligibility and priority based on established criteria, and make referrals to available community resources and housing programs. Intake Specialists also provide information, support, and foll-up to help households navigate the housing assistance system and access appropriate services.

Essential Responsibilities:

• Provides excellent customer service by greeting and responding to guests in person and on the phone.
• Approach participants with an open, respectful, and professional manner while recognizing and building upon their individual strengths.
• Maintain knowledge of and accurately apply HUD definitions and criteria related to homelessness.
• Conduct participant assessments both in person and by telephone to identify housing needs, barriers, and available resources.
• Conduct prescreening and intake processes using designated assessment tools and established Coordinated Entry procedures.
• Accurately enter required participant documentation, demographic information, and assessment data into the Homeless Management Information System (HMIS) in a timely manner.
• Maintain strict confidentiality and protect participant privacy in accordance with applicable policies, procedures, and regulations.
• Connect and refer households to appropriate community resources, housing programs, and supportive services based on identified needs.
• Utilize Community Housing Connect to assess households experiencing homelessness and facilitate connections to appropriate housing resources.
• Provide participants with clear information regarding available housing resources and assist them in navigating the Coordinated Entry process.
• Communicate effectively with community partners and service providers to support appropriate referrals and continuity of services.
• Stays up to date with program requirements and trends in the community
• Perform other duties as assigned

Qualifications:

Education/Experience:

• High school diploma or GED, or any equivalent combination of training and experience which provides the required knowledge, skills, and abilities
• Experience in a call center or front desk role (preferred)
• Bi-lingual English and Spanish (preferred)
• Experience working with low-income populations (preferred)
• One-year experience in social work or social service field (desired)

Skills, Knowledge & Abilities:

• Learn and adhere to The Salvation Army Social Services Code of Ethics
• Adhere to professional codes of ethics as they apply to professional licensing
• Understand and adhere to professional boundaries within and outside of the organization
• Maintain client confidentiality and obtain appropriate releases of information
• Demonstrate a continued effort to increase self-awareness and to better understand other cultures and issues of social justice, and promote racial understanding and reconciliation
• Complete Caseworker Certification Program within 120 days of hire

Computer Skills:

• Basic skills in Microsoft Office 365
• Working knowledge of TEAMS and SharePoint
• Proficient in HMIS (Homeless Management Information System) software within 90 days
• Willingness to learn new software as needed

Certificates and Licenses:

• Complete Safe From Harm training, and keep current as needed

The Salvation Army offers the following benefits:

• Health Care Benefits which include:
  • Medical
  • Dental
  • Vision
  • Hearing
  • Flexible spending accounts
  • AFLAC
  • Voluntary life insurance benefits
• Short-Term and Long-Term Disability options
• Pet Insurance
• Pension contributions (currently 6.0% of your earnings) begin the first quarter after 1 year of employment.
  • Vesting starts after three years of employment, 100% vested after five years of employment
• The Salvation Army also offers a 403(b) voluntary retirement savings plan in which you may participate immediately, with approved vendors. There is currently no organizational match for 403(b) contributions.
• Employee Discounts
• Paid Time Off which includes:
  • Sick days begin accruing the first of the month following 30 days of employment and you may begin to use accrued sick days once available.
    • Up to (6) earned sick days per year may be used as discretionary days.
  • Vacation begins accruing the first of the month after one full calendar month after employment begins, and you may begin to use vacation days after (90) days of employment.
  • The accrual rate is based upon years of service and approved hours worked.
  • You will receive up to 2 personal days per year based on date of hire.
  • Birthday off with pay.
  • Paid holidays are effective immediately.

The Salvation Army is an equal opportunity employer. Candidates who are back-to-work, US Veterans, people with disabilities, people who have been impacted by the justice system, and/or people without a college degree are encouraged to apply.

Mission Statement:

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.