Intake and Service Specialist

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Full Time Professional North Hollywood, CA, US

2 days ago Requisition

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary

For many people experiencing homelessness, the Navigation Center is the first place they have felt welcomed in a long time. How someone is greeted, whether they feel safe, and whether they leave with what they need — all of that sets the tone for everything that follows. The Intake and Service Specialist owns that moment.

Reporting to the Program Manager, the Intake and Service Specialist is the first point of contact for people coming in for services at the Navigation Center. This role conducts intake through LA's HMIS and Coordinated Entry System (CES). It connects participants to on-site services and links them to the right resources — from crisis housing and mental health support to hygiene services and housing referrals.

This is a busy, open-access environment. It requires both accuracy and genuine care. Documentation and contract compliance are non-negotiable. So is the ability to meet people where they are — calmly, consistently, and without judgment — during some of the hardest moments of their lives. This is direct service. The quality of it matters.

Role and Responsibilities

Participant Reception & Records Management

Greet all participants upon arrival with professionalism, kindness, and dignity

Serve as the primary point of contact for individuals accessing Navigation Center services in person, by phone, and via email

Answer multiple phone lines, take messages, and direct calls appropriately

Maintain and administer participant records in HMIS, ensuring accuracy and completeness

Ensure confidentiality and secure storage of all participant files in compliance with agency standards

Maintain documentation in compliance with Navigation Center Scope of Required Services (SRS) requirements

Intake, Screening & Service Access

Conduct initial intake and screening; administer CES triage tools as required

Facilitate access to the Coordinated Entry System and identify all services that may benefit each participant

Schedule intake appointments and coordinate next-step housing interventions

Identify and implement solutions that remove barriers to accessing alternative housing options including crisis housing, bridge housing, and shared housing

Ensure all new participants receive a Clarity Card; track service access for existing participants

Engage participants in trauma-informed, active listening and problem-solving conversations

Provide emergency referrals and warm handoffs to crisis housing, drop-in centers, domestic violence services, human trafficking support, sexual assault services, and mental health resources as appropriate

Site Coordination & Safety

Coordinate and oversee participant access to on-site amenities including hygiene and storage services

Liaise with hygiene attendants and bin runners to ensure coordinated service delivery and smooth warm handoffs

Collaborate with all on-site staff and security to maintain a safe environment for participants, staff, volunteers, and visitors

Respond to emergency situations, including calling 911 when necessary

Support coordinated site flow and participant movement across services and program areas

Identify and report unsafe situations, processes, or conditions to supervisors promptly

Support audit preparation and data retrieval activities as needed

Participate in staff meetings, case conferences, trainings, and community meetings as required

Adhere to all departmental guidelines regarding attendance and absence reporting procedures

Perform other duties as assigned

Requirements

Ability to work on-site at the Navigation Center; this is not a remote or hybrid role.

Ability to lift up to 25 lbs. and perform the physical demands described in the job description.

Consistent and dependable attendance; ability to show up…