Diversion Assistant

POSITION: Diversion Assistant
REPORTS TO: Diversion Program Manager
STATUS: Hourly – Non-Exempt – Full-Time

Overview: Under the direct supervision of the Diversion Program Manager, the Diversion Assistant supports walk-in clients by identifying safe, appropriate alternatives to shelter entry whenever possible. This role assists the housing counselors in collecting information, providing immediate problem-solving support, coordinating resources, and documenting outcomes. The Diversion Assistant plays a key role in reducing shelter demand and improving system flow, aligned with Housing First principles.

Key Responsibilities:

• Conduct intake screenings with clients presenting for shelter or services.
• Assist in identifying diversion opportunities such as reunification with family/friends, temporary arrangements, or other housing options.
• Provide conflict resolution and mediation services with clients’ landlord, family, or friends.
• Support documentation of diversion attempts and outcomes in the Homeless Management Information System (HMIS).
• Complete daily/monthly reports accurately and in a timely manner.
• Coordinate with housing specialists, housing navigators, and community providers for referrals and warm handoffs.
• Follow up with diverted clients as appropriate to ensure temporary solutions remain stable.
• Assist clients with access to mainstream services and benefits.
• Assist clients in identifying safe, affordable housing opportunities and actively advocate with landlords, property managers, and housing agencies to promote successful placements and reduce access barriers.
• Maintain accurate records, confidentiality, and adherence to agency protocols.
• Treat all guests, volunteers and staff with respect and dignity.
• Productivity measurements will be monitored closely. Productivity will be measured based on the number of clients successfully diverted. Expectation is no less than thirty (30) clients successfully diverted per month.
• Perform other duties necessary for the effective operation of the program, and other duties as assigned by the Diversion Program Manager.

• Associate’s degree or equivalent number of college credits in a social services field.
• Individuals without a degree will be considered with five or more years of documented social service experience.
• Experience in homeless services, case management, mental health, permanent supportive housing, and/or rapid rehousing preferred.
• Flexible availability, including evenings and weekends, to meet clients at convenient times.
• Proficiency in written and verbal communication.
• Bi-lingual candidates and veterans are encouraged to apply.

• Ability to engage empathetically and non-judgmentally with individuals in high-stress situations.
• Ability to build rapport and help resolve immediate housing crises.
• Strong conflict resolution, critical thinking, and problem-solving skills.
• Cultural competence across all populations.
• Ability to manage a work schedule, meet deadlines, and keep appointments.
• Proficiency in Microsoft Excel, Outlook, Word, and ability to quickly learn new systems.
• Ability to maintain confidentiality and follow agency protocols.