Program Specialist 2 - CE Phone Line and Intake Specialist

Metropolitan Government of Nashville and Davidson County; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Vacation days

Sick days

Paid holidays

Job summary

Metropolitan Government of Nashville and Davidson County seeks a Program Specialist 2 for the Coordinated Entry Call Center & Intake Specialist to be the first contact for individuals seeking homeless services. You will conduct intake assessments, provide crisis-informed referrals, and enter data into HMIS.

You will collaborate with CE leadership and partners to connect residents with resources, apply prevention strategies, and support system-wide improvements while maintaining confidentiality

Qualifications

• Bachelor's degree in social work or related field (no substitutions).
• Candidates with accreditations earned in a foreign institute are encouraged to apply.

Responsibilities

• Respond to calls from individuals and families experiencing or at risk of homelessness, triaging urgent needs.
• Conduct intake assessments by phone or in person to determine housing needs and service pathways.
• Document client information accurately in HMIS.
• Provide referrals to shelters, housing programs, financial assistance, food resources and other services.
• Collaborate with community partners to coordinate care and ensure continuity of services.
• Use diversion and problem-solving to explore safe alternatives to emergency shelter.
• Maintain trauma-informed, client-centered approach with crisis intervention.
• Track call metrics and complete administrative documentation.
• Participate in staff meetings, trainings, and CE improvement initiatives.
• Perform other duties to support CE operations.

Skills

Social work experience

Vulnerable population experience

Non-profit experience

Education

Bachelor's Degree in social work or related field

Job description

Position Description

The Program Specialist 2- Coordinated Entry Call Center & Intake Specialist serves as the first point of contact for individuals and families seeking assistance through Nashville’s Coordinated Entry (CE) system. This position supports the Office of Homeless Services (OHS) by conducting intake assessments, providing crisis-informed resource referrals, entering and maintaining client data within HMIS, and applying prevention and diversion strategies to safely and effectively reduce homelessness. The incumbent works closely with CE leadership, partners, and community service providers to ensure residents are connected with the right resources at the right time.

The Office of Homeless Services is dedicated to improving efforts to end homelessness by harnessing local data to shape program and system design using a “systems thinking” approach.

Typical Duties

• Respond to incoming calls from individuals and families experiencing or at risk of homelessness, triaging urgent needs and following emergency protocols.
• Conduct intake assessments by phone or in person to determine housing needs, eligibility, and service pathways.
• Document client information accurately and promptly within the Homeless Management Information System (HMIS).
• Provide referrals to shelters, housing programs, financial assistance, food resources, and other community services.
• Collaborate with community partners to coordinate care and ensure continuity of services.
• Use diversion and problem-solving strategies to help clients explore safe alternatives to emergency shelter when possible.
• Maintain a trauma-informed, client-centered approach while offering crisis intervention and support.
• Track call metrics, complete administrative documentation, and comply with all confidentiality and regulatory requirements.
• Participate in staff meetings, trainings, community coordination meetings, and CE system improvement initiatives.
• Perform other duties as assigned to support CE operations and system-wide goals.

Minimum Qualifications

Bachelor's Degree in social work or a related field.

• No Substitution*

Candidates with accreditations earned in a foreign institute are encouraged to apply.

Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

Preferred Experience, Knowledge, Skills, And Abilities

• Experience in education, social work, direct client services, homelessness systems, or lived expertise
• Experience in social services field relating to a vulnerable population
• Experience working with non profit organizations in a social services environment

We are an equal opportunity employer. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville is committed to selecting the most qualified candidate for each of our roles.

Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations.

Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at 615-862-6640.

Full-time, Civil Service positions

• 10 Vacation Days per year (increasing after 5 years of service)
• 1 Sick Day per month
• 12 Paid Holidays per year

Public Safety - Sworn and Civilian positions

• 20 vacation days per year
• 3 Personal days per year
• 1 Sick Day per month
• 12 paid holidays per year

Part-time, Non Civil Service positions

Visit HR and Benefits webpages for more information.

Full-time, Non Civil Service positions

Contact hiring department for benefits information.

Seasonal/Temporary positions

No benefits offered.