Intake Diversion Specialist

Position Summary

We are seeking a passionate, outgoing, responsible, and experienced professional to join our Intake Team. The Intake Diversion Specialist reports to the Intake Line Manager and is responsible for providing general crisis care to families calling the intake telephone line, conducting basic assessments to determine families’ shelter and referral needs, and helping families identify potential housing solutions through a diversion conversation.

This is a full‑time, non‑exempt position with an hourly rate of $25.00/DOE
. Schedule is Monday‑Friday, 12:00 p.m. to 8:30 p.m.

• Answer a dedicated phone line for families calling to access homeless services; provide phone support to secure safe and stable housing, including financial assistance where necessary.
• Listen and collect information in a compassionate, trauma‑informed manner.
• Respond effectively to callers, utilizing active listening, thorough assessment, and problem‑solving techniques.
• Administer screening tools to assess needs and determine eligibility for services.
• Ensure documentation for each call is complete and accurate, including tracking financial assistance.
• Enter data into multiple data collection systems and maintain accurate, confidential client records and electronic files.
• Use motivational interviewing to help families identify strengths and creatively explore solutions and alternate housing arrangements that resolve crises quickly.
• Apply clinical skills to rank families based on vulnerability.
• Provide referrals as needed and connect callers with various services.
• Assist in coordinating daily internal shelter placement.
• Maintain good working relationships and strong partnerships with in‑house teams and community providers to provide optimal support.
• Maintain confidentiality regarding clients, personnel, and other internal affairs of Mary’s Place.
• Maintain accurate, timely statistics and documentation to meet program goals and contractual requirements.
• Contact former Mary’s Place families to conduct quantitative surveys; accurately track and record data.
• Participate in regular staff and team meetings.
• Ensure all responsibilities are carried out and enforce Mary’s Place rules and policies.

• High school equivalency required; college degree preferred or equivalent experience.
• 1+ year’s experience in social services, a call center, shelter, social services, or case management.
• Experience working with homeless populations strongly desired.
• Proficient with Microsoft Office and Microsoft 365 applications.
• Highly organized, detail‑oriented, and excellent time‑management skills.
• Ability to interact with callers respectfully and compassionately, creating a positive telephone experience.
• Demonstrates sincere concern, caring, and a desire to provide excellent service to families in need.
• Strong communication (listening, speaking, conversing) and documentation skills.
• Basic knowledge of Housing First and Diversion principles desirable.
• Demonstrated problem‑solving, conflict mediation, and crisis management skills.
• Ability to work independently and as part of a collaborative team, managing tasks and deadlines.
• Familiarity with HMIS data systems and community resources for families experiencing homelessness preferred.
• Demonstrated ability to learn new data systems quickly.
• Commitment to racial equity and social justice.
• Willingness to work with individuals from diverse racial, cultural, social, and economic backgrounds, including various lifestyles, sexual orientations, and all ages and genders.
• Highly motivated, resourceful, flexible, and positive even under stress.
• Ability to set appropriate professional boundaries and maintain a calm, positive demeanor under stress.
• Proficient in English (reading, writing, speaking); proficiency in another language, especially Portuguese, Amharic, Spanish, Lingala, Oromo, French, Russian, Tigrinya, or Marshallese, preferred.
• Willing to complete and submit a TB test within 30 days of employment.

• Ability to converse with and listen to people in many settings.
• Use of computer, telephone, and standard office equipment.
• Ability to sit, walk, stand, bend, squat,…