Intake Specialist

Job Summary

Family Promise of Hawaii (FPH) is a 501(c)3 nonprofit working to prevent and end homelessness for families with children. Our mission is to help homeless and low-income families in Hawaii achieve sustainable independence by mobilizing existing community resources and support. We offer emergency shelter, rental assistance, prevention/diversion services, and holistic case management.

The Intake Specialist will collaborate with the Family Support Coordinator as the first point of contact for families seeking assistance. The Specialist will manage program inquiries, determine eligibility, and make appropriate referrals. This vital role will also manage and complete the intake process for families enrolling in FPH programs using FPH internal systems, the Coordinated Entry System (CES) and Homeless Management Information System (HMIS).

This position will build rapport with families and support them throughout the intake process as well as ensure continuity of services with the program team as families enter FPH programs.

• Answer FPH's intake phone line, respond to email inquiries seeking assistance, and greet families seeking walk-in services.
• Conduct regular check-in communications with families awaiting services and manage the inquiry notes and data.
• Gather basic information about each family and determine if they might be eligible for an FPH program. Make internal and external referrals as appropriate.
• Input family information into FPH's data tracking system.

• Collaborate with the Homeless Services Manager to determine eligibility of families seeking services.
• Coordinate and conduct in-person intake meetings with families entering FPH programs.
• Work with the families to collect and organize necessary documentation, forms, and consents for program intake.
• Facilitate warm hand offs with families to Case Managers to maintain trust and rapport within the program team.

• Coordinate with other FPH staff to facilitate donations (food, supplies, etc.), volunteer schedules, and other facility needs.
• Support families in understanding FPH program guidelines and expectations regarding facility usage, including their facility maintenance chores.
• Distribute supplies to families as needed. Track requests and ensure that families receive supplies designated to the appropriate program.

• Unlock the building in the morning and/or secure the office at the end of the day, depending on the position’s hours.
• Check the mail and sign for deliveries.
• Coordinate with staff, vendors, and/or contractors for facility maintenance needs.

• High school diploma or GED
• Minimum of 1-2 years of experience in intake, case management, social services or a related field
• Experience working with individuals or families experiencing homelessness
• Knowledge of trauma-informed care
• Ability to conduct client screenings, determine program eligibility, and complete comprehensive intake assessments
• Experience in maintaining accurate and confidential client records and documentation
• Strong organizational, time management, and multitasking skills with attention to detail
• Excellent verbal and written communication skills and the ability to build rapport with diverse populations
• Ability to work collaboratively with internal staff, community partners and referral agencies
• Valid driver’s license and reliable transportation, if travel between sites is required

• Associate’s or bachelor’s degree in social work, human services, or a related field
• Experience using the Coordinated Entry System (CES) and Homeless Management Information System (HMIS)
• Familiarity with housing programs such as homelessness prevention, rapid rehousing, and emergency shelter
• Knowledge of local community resources
• Bilingual or multilingual sills
• Experience working with families, children, survivors of domestic violence, or other vulnerable populations
• Experience with data entry, quality assurance, and maintaining compliance with grant or program requirements
• Ability to work independently while managing a…