PERFORMANCE STANDARD
Employees at all levels are expected to
effectively work together to meet the needs of the community
and the organization through work behaviors demonstrating the City’s Values. Employees are also
expected to lead by example and demonstrate the highest level of ethics.
REQUIRED KNOWLEDGE
- Housing and Homeless Services – Knowledge of trauma-informed care, harm reduction principles,
and evidence-based practices for engaging individuals experiencing homelessness. Knowledge of
housing resources, homeless assistance programs, Coordinated Entry, and organizations
supporting individuals and families experiencing homelessness, including applicable local, state,
and federal regulations related to housing and the Virginia Residential Landlord and Tenant Act
(VRLTA).
- Community Resources and Social Services – Knowledge of community resources, behavioral health
services, crisis intervention strategies, safety protocols, referral processes, and public assistance
programs. Knowledge of case management principles and practices used to assess needs,
coordinate services, and promote housing stability.
- Social and Economic Factors – Knowledge of the social, economic, and systemic barriers affecting
individuals experiencing homelessness and the impact these factors have on housing stability,
health, and access to services.
- Data Management and Reporting – Knowledge of Homeless Management Information Systems
(HMIS), case management software, data collection practices, reporting requirements, and
applicable confidentiality standards.
- Customer Service – Considerable knowledge of customer service principles and practices, including
establishing quality service standards, responding to diverse customer needs, and evaluating
service effectiveness.
REQUIRED SKILLS
- Judgment and Decision Making —Evaluate complex situations, analyzing available information,
assessing risks, and exercising sound judgment to determine appropriate courses of action while
prioritizing competing
- Case Management and Client Engagement – Building rapport with individuals experiencing
homelessness through trauma-informed, person-centered, and culturally responsive approaches.
Ability to assess client needs, develop service plans, and connect individuals with appropriate
housing and supportive services.
- Communication – Strong written and verbal communication skills to prepare reports, document
client interactions, present information clearly, and communicate effectively with clients,
community partners, and City leadership.
- Collaboration and Relationship Building – Developing and maintaining cooperative, professional
working relationships with clients, coworkers, public safety agencies, service providers,
community organizations, and representatives from other governmental agencies.
- Data Collection and Analysis – Collecting, analyzing, interpreting, and reporting data to ensure
compliance with local, state, and federal requirements and to support program evaluation and
service improvements.
PC# 22952
Page 2 of 4 Revised: 07/01/2026
