Intake Specialist

Family Promise of Hawaii; Honolulu (HI); On-site; USD 53,000 - 57,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

25 days sick and vacation time

Paid family and medical leave

401(k) with 3% employer contribution

Monthly cell phone stipend

Mileage reimbursement

Professional development

Job summary

Family Promise of Hawaiʻi is seeking an Intake Specialist to join our team in Honolulu. You will be the first point of contact for families seeking assistance and will manage inquiries, assess eligibility, and refer to appropriate programs using CES and HMIS systems.

You will collaborate with the Homeless Services Manager, conduct in-person intakes, collect documentation, and ensure smooth transitions to Case Managers. A valid driver’s license and reliable transportation are required.

Qualifications

• High school diploma or GED is required.
• 1–2 years of intake, case management, or social services experience preferred.
• Experience with homelessness-related programs is a plus.
• Knowledge of trauma-informed care concepts.
• Ability to screen clients and determine program eligibility.
• Maintain confidential client records and documentation.
• Strong organizational and communication skills; work with diverse populations.

Responsibilities

• Answer intake line, respond to inquiries, and greet walk-ins.
• Input family information into data tracking systems.
• Collaborate to determine eligibility and referrals.
• Conduct in-person intake meetings and collect documents.
• Provide warm handoffs to Case Managers and ensure continuity of services.
• Coordinate with staff for donations, volunteers, and facility needs.
• Assist in facility operations like opening/closing and mail handling.

Skills

High school diploma or GED

Intake experience

Trauma-informed care

Client eligibility screening

Confidential records handling

Organizational skills

Communication skills

Collaboration with partners

Driver’s license & transportation

Education

High school diploma or GED

Associate’s or bachelor’s degree in social work or related field

Job description

Reports to: Homeless Services Manager

Location: The Kukui Center & the Moʻiliʻili ʻOhana Navigation Center*

*this position will be primarily housed at our two locations in Honolulu, but will

require travel to other parts of the island as needed.

Work Schedule: Monday - Friday 8:30AM-4:30PM

Job Summary

Family Promise of Hawaiʻi (FPH) is a 501(c)3 nonprofit working to prevent and end homelessness for families with children. Our mission is to help homeless and low-income families in Hawaiʻi achieve sustainable independence by mobilizing existing community resources and support. We offer emergency shelter, rental assistance, prevention/diversion services, and holistic case management.

The Intake Specialist will collaborate with the Family Support Coordinator as the first point of contact for families seeking assistance. The Specialist will manage program inquiries, determine eligibility, and make appropriate referrals. This vital role will also manage and complete the intake process for families enrolling in FPH programs using FPH internal systems, the Coordinated Entry System (CES) and Homeless Management Information System (HMIS). This position will build rapport with families and support them throughout the intake process as well as ensure continuity of services with the program team as families enter FPH programs.

Essential Job Functions

Program Inquiries (40%)

Answer FPH’s intake phone line, respond to email inquiries seeking assistance, and greet families seeking walk-in services.

Conduct regular check-in communications with families awaiting services and manage the inquiry notes and data.

Gather basic information about each family and determine if they might be eligible for an FPH program. Make internal and external referrals as appropriate.

Input family information into FPH’s data tracking system.

Conducting Intakes (40%)

Collaborate with the Homeless Services Manager to determine eligibility of families seeking services.

Coordinate and conduct in-person intake meetings with families entering FPH programs.

Work with the families to collect and organize necessary documentation, forms, and consents for program intake.

Facilitate warm hand offs with families to Case Managers to maintain trust and rapport within the program team.

Service Coordination (10%)

Coordinate with other FPH staff to facilitate donations (food, supplies, etc.), volunteer schedules, and other facility needs.

Support families in understanding FPH program guidelines and expectations regarding facility usage, including their facility maintenance chores.

Distribute supplies to families as needed. Track requests and ensure that families receive supplies designated to the appropriate program.

Facility Operations (10%)

Unlock the building in the morning and/or secure the office at the end of the day, depending on the position’s hours.

Check the mail and sign for deliveries.

Coordinate with staff, vendors, and/or contractors for facility maintenance needs.

Required Qualifications & Experience

• High school diploma or GED
• Minimum of 1-2 years of experience in intake, case management, social services or a related field
• Experience working with individuals or families experiencing homelessness
• Knowledge of trauma-informed care
• Ability to conduct client screenings, determine program eligibility, and complete comprehensive intake assessments
• Experience in maintaining accurate and confidential client records and documentation
• Strong organizational, time management, and multitasking skills with attention to detail
• Excellent verbal and written communication skills and the ability to build rapport with diverse populations
• Ability to work collaboratively with internal staff, community partners and referral agencies
• Valid driver’s license and reliable transportation, if travel between sites is required

Preferred Qualifications & Experience

• Associate’s or bachelor’s degree in social work, human services, or a related field
• Experience using the Coordinated Entry System (CES) and Homeless Management Information System (HMIS)
• Familiarity with housing programs such as homelessness prevention, rapid rehousing, and emergency shelter
• Knowledge of local community resources
• Bilingual or multilingual sills
• Experience working with families, children, survivors of domestic violence, or other vulnerable populations
• Experience with data entry, quality assurance, and maintaining compliance with grant or program requirements
• Ability to work independently while managing a high-volume of program inquiries

Our Commitment to Equity

In line with Family Promise of Hawaiʻi’s core values, we are committed to advancing diversity, inclusion, equity, social justice, and antiracism throughout our work. We value the different forms of experience and expertise on our team, and we strive to build an organization that leverages each employee’s unique skills and perspectives. We encourage people of all backgrounds to apply to this position, even if you’ve had a less traditional career path or don’t think you check every box in the job description.

Compensation and Benefits

The salary for this full-time position is $53,000-$57,000

Benefits at Family Promise of Hawaiʻi include:

• A passionate team and mission-driven work environment.
• Medical, dental, and vision insurance (100% covered for full-time employees).
• 25 days (200 hours) of paid sick and vacation time for full-time employees.
• Paid family and medical leave, allowing you to take time off for the birth or adoption of a new child, your own serious medical condition, or caregiving for a close family member's serious medical condition
• A 401(k) retirement plan with a 3% employer contribution — regardless of how much you choose to contribute, we will contribute 3% of your salary.
• Monthly cell phone stipend and mileage reimbursement.
• Professional development and training opportunities.