Information And Referral Aide

Overview

This is entry-level field-based outreach and client engagement work supporting the City of Miami’s Homeless Outreach operations, assisting Information & Referral Specialists in engaging individuals and families experiencing unsheltered homelessness, facilitating access to emergency shelter and supportive services, gathering required documentation and supporting Coordinated Entry (CE) processes. Employees in this classification work as part of a paired outreach team under the direction of an Information &Referral Specialist.

The incumbent provides engagement, documentation, data collection, and field safety support to ensure compliance with Miami-Dade Homeless Trust (HT) requirements, Coordinated Entry (CE) policies, and the City of Miami Homeless Outreach protocols.

An employee in this class is expected to perform assigned duties independently once trained, while adhering to established procedures and supervisory direction. Final determinations regarding eligibility, program referrals, and placement decisions are made by the Information & Referral Specialist.

• Works daily alongside an Information & Referral Specialist as part of an assigned field outreach team.
• Participates in unsheltered outreach engagements, encampment operations, and emergency response deployments alongside additional team members.
• Supports coordination efforts with City Departments, including, but not limited to: the Miami Police Department, Solid Waste, as well as external partner agencies.
• Maintains updated resource lists and assists in identifying supportive service resources for client referral.
• Provides clients with information regarding available shelters, diversion opportunities, food assistance, healthcare, mental health services, detox programs, and veteran resources; facilitates referrals as directed.
• Conducts initial engagement with individuals experiencing homelessness, establishing rapport using trauma‑informed and culturally competent approaches.
• Conducts preliminary triage questions to identify immediate needs, safety concerns, and potential service pathways.
• Assists clients in navigating basic processes such as obtaining identification, locating treatment programs, or attending assessments.
• Performs data collection and enters information into the Homeless Management Information System (HMIS) and other designated databases in accordance with established procedures.
• Collects required client documentation for shelter, hotel placement, diversion, and housing navigation, including homeless verifications, identification, chronicity documentation, and income or disability paperwork.
• Prepares daily outreach logs, encounter forms, and documentation packets for Information & Referral Specialist review and approval.
• Operates computers, tablets, radios, and mobile devices during field operations.
• Distributes outreach materials, resource information, and shelter information; assists in maintaining field supply inventory and operational readiness.
• Performs routine administrative support functions necessary to support outreach operations, including preparing forms, maintaining documentation, entering data into designated systems, and responding to telephone, electronic, or in‑person inquiries.
• Performs related work as required.

A high school diploma or its equivalent and two (2) years experience in public‑facing clerical support roles or field‑based community engagement. Experience working with individuals experiencing homelessness or other vulnerable or underserved populations is preferred. Experience working in human services or healthcare support is desirable. OR an equivalent combination of education and experience beyond a high school diploma or its equivalent and two (2) years of the required experience.

Valid Driver's License from any state (Equivalent to a State of Florida Class

E) may be utilized upon application; however, prior to appointment, a State of Florida Driver's License (Class E or higher) must be presented to the Department of Human Resources and must be maintained valid throughout employment in the classification.

Candidates will be subject to a…