Reports to

Stability Services Program Manager

Job Summary

The Intake & Assessment Specialist will provide initial intake, assessment and referrals during Entry Point Walk-In Center hours.  The Intake & Assessment 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 client counselor based upon residence, presenting need and homeless status.
  • Based on assessed service needs, connect clients to short-term stability and diversion case management, emergency assistance, homeless prevention, or if appropriate, emergency shelter services.
  • 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 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 and track internal referrals to Employment, Support Center, Outreach etc.
  • Refer all clients interested in employment services to Employment Readiness Program.
  • Administer and retrieve 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.  This position will support AmeriCorps staff, interns and volunteer counselors, and provide direct case management services to clients as needed. 
  • 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.
  • Provide resources and alternatives to shelter entry.
  • 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.
  • Help manage space usage including sharing agreements with First United Church of Oak Park and other mission partners.
  • 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 Prevail Manager.

Professional and program development

  • If requested, participate in relevant industry seminars, workshops and networking events.  Read about industry best practices to help ensure programming is in line with industry standards
  • Participate, as needed, in outreach in community to engage clients and educate the community about how to refer clients for walk-in or phone assistance including shelter diversion.

Minimum Qualifications and Skills:

  • Bachelor degree in social work, counseling, related field or at least one year of prior related services.  
  • A minimum of two year’s supervisory experience.
  • 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.
  • Must provide proof of COVID vaccination.
  • Must have smartphone to utilize Agency communication and collaboration tools.

Housing Forward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, sexual orientation, veteran status, national origin, or disability. While performing the duties of this job, the employee is regularly required to talk or hear, sit, use hands, reach with hands and arms, stand, walk, walk up and down stairs and the ability to lift 25 lbs.