Shelter Diversion Specialist

Goodwill Northern Michigan, in partnership with the Northwest Coalition to End Homelessness (NWCEH), seeks a motivated and results‑driven Shelter Diversion Specialist to join our Housing & Homeless Services Team. This role focuses on identifying immediate alternative housing arrangements to the emergency shelter system, assisting individuals and families to exit homelessness and return to permanent housing. The Specialist uses an empathetic yet direct approach, prioritizing housing stability while fostering mutual respect.

• Support the mission and vision of Goodwill Industries of Northern Michigan.
• Perform work in a safe manner by observing all Goodwill safety policies and procedures.
• Interact with all Goodwill team members, clients, and customers in a professional manner.
• Respect the diversity of others, including those with cultural, ethnic, gender differences, individuals experiencing homelessness, and persons with visible and non‑visible disabilities.
• Conduct thorough strength‑based assessments for each individual/household, meeting them the day immediately following shelter entry or 24 hours after addition to shelter waitlist.
• Engage individuals/households in open and candid discussions to brainstorm potential housing solutions, aiming to divert them from entering the shelter system and guiding them towards rapid exit from homelessness.
• Use conflict resolution strategies to mediate with individuals, families, landlords, and other interested parties, playing a vital role in finding and securing housing options.
• Submit and manage funding requests for diversion opportunities and expenses.
• Ensure immediate connection to appropriate resources (APS, CPS, etc.) for individuals/families with identified safety concerns such as domestic violence.
• Maintain a 95% data quality standard on all computer and log entries, tracking outcomes related to diversion activities.
• Primarily use motivation and influence to divert individual/household to other sources of assistance when possible.
• Collaborate with local Interagency Services Team (IST) and community partners to identify appropriate permanent housing options and support for clients.
• Represent Goodwill and NWCEH in a professional, supportive, and knowledgeable manner, demonstrating an understanding and sensitivity towards diverse communities and those experiencing homelessness, substance abuse disorder, mental illness, and domestic violence.
• May be required to drive a company vehicle for client transport to appointments, job interviews, or social service agencies; running errands on behalf of clients or the organization; traveling to different neighborhoods or communities to provide information about available services, conduct workshops, or engage with community members; transporting supplies, equipment, or materials between locations.
• Must adhere to all driving policies and regulations, including maintaining a valid driver’s license, following safety protocols, and keeping accurate records of mileage and expenses.
• Other duties as assigned by manager.

• Bachelor’s Degree or current enrollment in a social work/human service/social service program is required.
• Minimum two years’ experience in case management services, serving housing and homeless populations.
• Valid driver’s license with a clean, safe driving record.
• CPR/First Aid certification.

• Familiarity with local human service providers and other community resources and agencies.
• Effective communication skills, both verbal and non‑verbal, and active listening.
• Ability to engage and build trust and rapport with diverse populations, including those resistant to assistance.
• Ability to prioritize and coordinate multiple tasks simultaneously in a high‑pressure environment.
• Strong problem‑solving and conflict resolution skills.
• Demonstrate an ability to work independently and/or as part of a team.
• Proficient in using online data management systems.
• Sensitivity and understanding towards individuals with disabilities, those who are disadvantaged, those with abuse disorders, mental illness, and survivors of domestic violence.
• Previous experience working with the homeless population is preferred.
• Familiarity with conflict resolution and mediation techniques.
• Knowledge and use of Microsoft Office.

• Lifting up to 20 pounds, stair climbing, walking on uneven surfaces, and bending.
• Position may require local travel between locations, with mileage reimbursement.
• This position is considered a Safety Sensitive position and is subject to zero tolerance under the Goodwill Industries of Northern Michigan Drug Free Workplace Policy.