Job Posting: Intake and Crisis Resolution Specialist

Intake and Crisis Resolution Specialist
Hybrid remote

$31-36/hour

About Family Promise of Orange County

The mission of Family Promise of Orange County is to help families experiencing homelessness achieve housing stability. We HELP, we give HOPE, we bring families HOME! We provide a pathway of support to empower families to avoid homelessness or to exit homelessness as quickly as possible. We work to make homelessness rare, brief, and nonrecurring for families with children through the following programs:

Prevention Services - Using prevention and diversion strategies to help families at imminent risk of homelessness stabilize their own housing and avoid becoming homeless. Prevention services is the furthest upstream of FPOC programs. It is proactive and creative at its core.

Short-Term Housing - Providing free, safe, and secure overnight accommodation and access to basic needs for families experiencing homelessness alongside housing-focused case management and housing navigation services. Short-Term Housing will be located at House of Ruth and other sites in Orange County.

Family Supportive Services - FPOC offers a variety of supportive services to help families who are either at imminent risk of homelessness or who are experiencing homelessness and are not enrolled in another FPOC program. Services include laundry, shower, access to basic needs, food, housing navigation, case management, and community workshops.

Stabilization - After a family moves into or maintains their housing – graduating from a FPOC program - we offer ongoing support services to address housing stability. Our team walks alongside families for up to two years to help them create and accomplish goals for employment, education, transportation, health, family strengthening, and community engagement.

Intake and Crisis Resolution Specialist Job Objective

 Under the supervision of the Director of Programs, the Intake and Crisis Resolution Specialist will assist families in crisis, experiencing homelessness, to avoid entering shelter by utilizing client-centered, trauma-informed, and housing-first approach. This position will be responsible for our diversion program and intake, however, will be cross trained on all Family Promise of Orange County programs (diversion, family supportive services, short term housing, and stabilization) and may assist with them as needed.

Responsibilities:

• Handles all services requests from potential clients by answering phone calls and electronic request forms.
• Receives referrals from Centralized Intake and promptly follows up with families.
• Assists families in creating and implementing their reactive crisis plan when needed and assists in deescalating crisis situations.
• Assists families in preventing and reducing crisis situations by using behavioral interventions.
• Conducts initial screenings and assessments, diverts families from entering shelters, and works closely with families to illuminate and address their housing barriers.
• Identifies and implements strategies that will prevent families from having to enter shelter.
• Provides referrals to appropriate services.
• Schedules and completes intakes with eligible families and collects needed documentation in alignment with program policies and procedures.
• Provides intensive, person-centered case management, and service coordination services to ensure clients have access to services necessary for housing stabilization.
• Orients clients in the Family Supportive Services program with all community spaces.
• Provides financial assistance for eligible clients following FPOC’s policies and procedures.
• Serves as a point of contact for Families Coordinated Entry System.
• Enters all client data into the Homeless Management Information System (HMIS) and other databases, as needed.
• Persists in efforts to solve issues even when faced with internal barriers; takes personal responsibility for customer service outcomes.
• Works in collaboration with the Case Managers to help clients create their Housing Plan.
• Coordinates and schedules community activities for clients in collaboration with FPOC staff (i.e., community meals, tutoring, workshops, children’s activities).
• Collaborates with community agencies to ensure clients’ housing needs are being addressed.
• Updates client files and ensures compliance with all FPOC and grant requirements.
• Participates in regular supervision, including peer supervision.
• Engages in ongoing training to learn industry best practices.
• Some evening and weekend hours are required.
• Other duties as assigned.

Education, Experience and Skills

• Master’s degree in social work, or other related field, and 2 years of experience working in a social service agency, preferably as a case manager,
• Bachelor’s degree, BSW or other related degree with 4 years of experience preferably as a case manager.
• Bilingual (English/Spanish) required.
• Commitment and ability to engage in an empathetic, non-judgmental way with people in stressful situations -- to establish rapport to help them resolve their immediate housing crisis.
• Expected human service skills include case management, trauma-informed care, housing-first and a strength-based approach.
• Be versed in and have a commitment to use conflict resolution and mediation skills. Basic mediation training preferred.
• Enthusiastic and can display good judgment, take initiative, and help families achieve outcomes. Must have a can-do, figure-it-out attitude.
• Must be detail oriented, execute projects in a fast-paced, often pressured environment; able to prioritize, self-manage, work independently and always use good judgment.
• Must be proficient in computer programs and demonstrated record of tracking outcomes, recording case notes.
• Comfortable working with various constituents: clients, staff, board, government, corporate, and foundation partners, etc.

Job Type: Full-time

Pay: $31.00 - $36.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Anaheim, CA 92805: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: Hybrid remote in Anaheim, CA 92805

Contact:

For any questions, you may reach out to ed@familypromisoc.org