Intake & Diversion Specialist (Front Door Program, Coordinated Entry)

Overview 

The Diversion Specialist fills one of two roles that Flagstaff Shelter Services staffs in contribution to the Front Door Program – Front Door is a collaborative project between Flagstaff Shelter Services, Catholic Charities, and roughly twenty-two other partnering organizations. The Diversion Specialist is responsible for conducting intake, assessment, and referral for individuals and families experiencing homelessness. The position will work closely with community partners to quickly divert and prevent individuals and families experiencing a housing crisis, with the goal of preventing them from becoming homeless. By providing intervention services and intake forms, this position will likely be the first person to greet potential clients at the door or on the phone. The Diversion Specialist should demonstrate excellent communication skills, patience, empathy, understanding, and the ability to set strong boundaries. 

Objectives 

The Diversion Specialist is responsible for the following objectives: 

Teamwork: By effectively communicating with other staff members, the housing case manager will foster a positive environment with other staff members and clients. 

Public Interaction: Will interact with outside resources, partners, clients and the public sometimes. All interaction with these groups will be professional, keeping the best interest of the shelter in mind.  

Service: Will provide quality service and supportive interaction to all clients and team members with compassionate and professional manner without regard to racial, ethnic, or social prejudices.  

Client Management: Create a safe and supportive environment for everyone who interacts with FSS and partner programs. 

Organization: Maintains a clean and tidy work environment. Follows the new cleaning standards listed below after the Covid Virus outbreak. Maintains meticulous recordkeeping and file storage, digital and physical. 

Essential Duties and Responsibilities 

• Coordinates diversion, shelter, housing, and other services with partnering agencies to meet the immediate shelter and housing needs of clients. The position supports all ongoing program operations by working weekends, holidays, evenings if needed in emergencies. 

• Knowledge and understanding of diversion best practices to help resolve clients' housing crises and ensure homelessness is avoided or as brief as possible when able, in coordination with the Data Specialist for the Front Door team. 

• Utilize diversion as the first intervention and wherever appropriate to help clients find positive alternatives to entering the shelter system or staying outdoors, with a focus on removing immediate housing barriers. 

• Communicates and coordinates with community partners to safely transition clients to shelter resources from other facilities including criminal justice facilities, hospitals, care homes, residential treatment, and other placements. 

• Completes Coordinated Entry intakes, using the Homeless Management Information System (HMIS) to enter client data including demographics and other essential client information including service transactions, client needs and referrals, reason for homelessness, and summary statements. 

• Determine eligibility for homelessness prevention by performing essential job duties, including intake forms and other assessments for shelter services and referral services. Document client history in accordance with HUD guidelines. 

• Completes assessments to determine client eligibility and placement into FSS’ hotel-to-housing projects in coordination with Data Specialist. 

• Develops understanding and knowledge of partnering agency services, and community resources as well. I.e.: knowledge of admission guidelines, criteria, populations served, and services provided for multiple agencies. 

• Works collectively alongside Coordinated Entry, Front Door Specialist(s) at Catholic Charities to ensure equal responsibility during Case Conference Meetings. Help make decisions for client referrals and placements if necessary. 

• Attends Local Coalitions to End Homelessness (LCEH) meetings as scheduled representing Coconino Conferencing Team and serve as point person for those community partnerships. 

• Represents the Agency in the community and workplace in a professional and ethical manner. 

• Demonstrates sensitivity to the service population’s cultural and socioeconomic characteristics. 

• Demonstrates strong interpersonal, decision-making, problem solving, oral, and written communication skills. 

• This position may include case management responsibilities (I.e. meeting individuals alongside clients to assess needs and develop goals, coordinate services, monitor progress, and assist in obtaining housing, taking measures to prevent homelessness) as assigned. 

Education, Experience, and Qualifications   

• High school education, GED, or the equivalent 

• 2 years of experience working in a human services field required or equivalent knowledge, skills, and abilities. 

• General knowledge of Microsoft Office (Word and Excel) 

• Experienced in data entry. 

• Familiarity with HMIS or specialized data entry and reporting databases is a plus. 

• Strong written and verbal communication skills. 

Physical Demands and Work Environment 

• Must be able to walk around the property.  

• Perform some lifting (25 lbs.) 

• Work in a shelter, office, and outdoor environment throughout the course of every shift. 

• Frequent bending, reaching, squatting, and kneeling may be necessary while performing job functions.  

• Shifts may require extended periods of standing and walking.  

• There may be exposure to cleaning agents and allergens. 

• There may be exposure to loud noise or disruptive behavior. 

FSS Hiring Practices 

• Flagstaff Shelter Services practices equitable hiring standards, providing equal opportunities to all candidates. 
• We are an Equal Opportunity Employer (EOE), ensuring fair treatment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. 
• Our commitment to diversity is integral to creating an inclusive workplace. 

• We encourage applications from individuals of all backgrounds and underrepresented groups. 
• Accommodation is available upon request for the application process. 
• We value diverse experiences, including lived, traditional, volunteer, educational, and workplace experiences. While no candidate meets every requirement, we encourage you to apply if you're excited about the position and believe you could be a good fit, even if you don't check every box.