Reports to

Stability Services Program Manager

Job Summary

The Emergency Assistance Specialist will provide initial intake, assessment and referrals during Entry Point Walk-In Center hours. The Emergency Assistance Specialist will also be responsible for shelter diversion, processing emergency assistance requests and connecting individuals and families to homelessness prevention, short term-stabilization, and employment services, as they are deemed eligible.

Job Responsibilities

  • Provide triage to walk-in clients when they arrive to assess the general purpose of their visit and match them with the appropriate services short-term stability and diversion case management, homeless prevention, or if appropriate, emergency shelter services) and based presenting need and homeless status.

  • Provide ongoing case management and follow-up services for clients as necessary.

  • Review and process all Emergency financial assistance in accordance with established guidelines.

  • Oversee distribution of concrete goods to clients and maintain appropriate inventory controls.

  • Receive, review, and process Flexible Rental Assistance Program (FRAP) referrals for Oak Park households.

  • Monitor and respond to HUB referrals.

  • Maintain in-depth knowledge of referrals resources, ensure resource binders and database are adequate and up-to-date.

  • Ensure volunteers are well-informed about available resources and supported, as needed, to ensure appropriate referrals are made.

  • Coordinate internal referrals to Employment, Support Center, Outreach, etc.

  • Refer all clients interested in employment services to Employment Readiness Program.

  • Administer client satisfaction surveys on a regular basis in conjunction with Compliance Manager

  • Provide reports as requested by CE Lead, Regional Lead or Stability Services Program Manager.

  • Ensure accurate and complete client information is entered all databases.


Operations and administrative responsibilities:

  • Ensure that client paper and electronic case files, referral resources and program supplies are adequately maintained and by tracking and reporting program measures.

  • Attend CE meetings and trainings as required.

  • Maintain accurate client records in Salesforce along with any paper documentation.

  • Provide reports related to client services as required.


Shelter Diversion:

  • Using an assessment tool, determine if individual seeking assistance with housing or if they are in need of immediate entry into shelter services.

  • Determine whether a family is eligible to be diverted.

Assist with provision of financial, utility, and/or rental assistance;

- short-term case management;

- conflict mediation;

- connection to mainstream services (services that come from agencies outside of the homeless assistance system, such as welfare agencies) and/or benefits; and housing search

  • Ensure intake and assessment of family/person being diverted has been correctly entered into HMIS

  • Distinguish appropriate diversion interventions: short-term case management, conflict resolution, housing search, connection to mainstream services (services that come from agencies outside of the homeless assistance system, such as welfare agencies) and or benefits; housing

  • Ensure phone calls from individuals seeking emergency assistance and shelter diversion are returned or referred to appropriate individual.


  • Ensure a compassionate, confidential and safe environment that maintains client dignity.Manage client assistance inventory and office supplies.

  • Attend staff meetings and internal training as required and other community meetings as assigned.

  • Represent the organization professionally at all times.

  • Maintain positive relations with clients, volunteers, co-workers, staff from other agencies, agency funders, and the general public.

  • Interact effectively with persons of diverse backgrounds and treat each individual with respect and dignity.

  • Demonstrate team behavior and promote a team-oriented environment.

  • Participate in ongoing development and improvement of all program processes and relationships.

  • Participate in regular supervisory sessions with staff and Stability Services Manager.

Minimum Qualifications

Minimum Qualifications and Skills:

  • Bachelor degree in social work, counseling, related field or at least one year of prior related services.

  • Experience working with volunteers.

  • Ability to problem-solve and make decisions in stressful situations.

  • Strong interpersonal skills.

  • Knowledge of Salesforce system and Windows environment. Proficient in Excel and Word. Willing to learn other customized databases including HMIS.

Hours of Work

Full-time, Day Shift