Organizational Description
Strategies to End Homelessness (STEH) is a nationally recognized leader of a coordinated community effort to end homelessness in Greater Cincinnati. Since 2007, STEH has led a comprehensive system of care to prevent and eventually end homelessness in Cincinnati/Hamilton County. Working in partnership with 30 non-profit organizations, STEH coordinates a centralized emergency shelter helpline, homelessness prevention, street outreach, emergency shelter and housing solutions with the goal of ending homelessness.
Position Overview
STEH is hiring a Full Time (40 hours per week) Central Access Point (CAP) Intake Specialist position. This is a hybrid position that includes both remote work and scheduled in-office work. The employee must be available to work on-site as required based on departmental and organizational needs.
The Central Access Point serves as the primary access point for potentially homeless and homeless families and individuals seeking homelessness prevention services or emergency shelter within the Greater Cincinnati and Hamilton County area. CAP Intake Specialists answer inbound calls to the CAP intake line, complete initial assessments to determine caller’s needs, ensure accurate data and information collection in the HMIS and provide appropriate referrals and resources.
This position requires extensive computer and telephone use, including the ability to navigate multiple systems simultaneously, accurately document information, receive verbal instructions and communicate effectively through reading, writing and speaking.
Essential Job Functions
- Provide professional, customer-friendly service, conveying empathy and compassion for all callers.
- Complete required assessments and screenings to determine callers’ living situations, needs and eligibility for available services.
- Facilitate appropriate and effective referrals to emergency services such as shelter or street outreach, Homeless Prevention and Diversion programs, Veteran and Transitional housing programs on behalf of families and individuals that are currently experiencing homelessness
- Facilitate connection to other appropriate community services (including the Domestic Violence Crisis Hotline) as needed.
- Document all calls and maintain required records accurately, comprehensively and in a timely manner, including data entry into the Homeless Management Information System.
- Manage a high volume of inbound calls and electronic requests in a timely manner
- Maintain a working in-depth knowledge of program eligibility and assessment criteria for all Cincinnati/Hamilton County area homeless services connected to CAP.
- Perform other duties as assigned by Coordinated Access Manager
Position Qualifications
Education & Certification
- Minimum requirement is High School Diploma or GED, Associate’s degree in Social Work or closely related field is preferred.
Knowledge & Experience
- Experience working respectfully with people in crisis who may have multiple complex needs including but not limited to domestic violence, substance use, poverty, and homelessness.
- Computer literate – HMIS (Homeless Management Information System experience, strongly preferred), Outlook, Excel, Word and Google Office products.
- Ability to work independently while collaborating effectively as part of the CAP team.
- Ability to work efficiently while paying close attention to detail.
