Job description

Housing Matters partners with individuals and families to create pathways out of their homelessness into permanent housing. We are a leader in working to end homelessness – and we want you to be part of our team! We are looking for individuals eager to make a difference and willing to enthusiastically commit to join in our vision that homelessness in Santa Cruz County should be rare, brief and non-recurring.

As part of the Housing Matters General Operations / Direct Services Team, the Shelter Experience Coordinator is responsible for serving as the initial point of contact for all phone calls coming into the center, risk assessments of calls in order to appropriately triage assistance, management of staff and participant parking passes, management of office supplies, and other administrative assistant functions.

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Hours and Benefits*

• The Shelter Experience Coordinator is a full-time, non-exempt position, eligible for medical, dental, vision, 403b, and our generous PTO plan.
• Regularly scheduled shifts: regular shifts include Monday to Friday, day shift

Wages
Pay Band 2 - On Campus:
Step 1 - $25.41
Step 2 - $26.68
Step 3 - $28.01
Step 4 - $29.41
Step 5 - $30.88
Step 6 - $32.43

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Shelter Experience Coordinator Starting Wage (DOE)*
$25.41 - $26.68 per hour

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Preferred Experience/ Education Requirements*

• Bachelor’s degree in social work, or a related field preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal and phone etiquette skills.
• Excellent organizational skills and attention to detail.
• Proficient with Microsoft Office Suite or related software.
• Proficient data entry skills

Special Requirements

• CPR and de-escalation preferred (training available upon hire and offered by facility)

Thorough knowledge of:

• Barriers to housing for people and families experiencing homelessness
• De-escalation and communication skills
• Google suite, including email, calendar, google sheets and google docs

Typical Job Duties:

• Answer phone calls and ensure a “warm hand off” to appropriate parties or resources.
• Provide first point of contact and engagement for new clients seeking assistance through Housing Matters.
• Assess callers through the Housing Needs Assessment (HNA) and HMIS Standardized Intake across programs and refer them to the appropriate program within (and outside of) Housing Matters.
• Utilize patience, trauma informed care, and de-escalation techniques when answering phone calls and speaking on the phone with individuals who may be in crisis.
• Accept each participant for who they are and where they are, and then provide options, information and choices that allow for stimulating change.
• Meet all administrative requirements including recordkeeping, HMIS, staff meetings, etc.
• Maintain confidentiality and treat participants with dignity and respect at all times.
• Set up participant files according to Housing Matters policies and procedures.
• Supervises the front office equipment and areas.
• Oversees and places office supply orders across all programs.
• Issues parking permits and maintains vehicle manifest.
• Administers and oversees the routine maintenance of office equipment, including copier, fax machine, etc.
• Responsible for monitoring the organization's contact email.
• Maintains and distributes Campus Schedule.
• Assists with the distribution of mail and packages to all departments/programs.
• Updates and maintains meal count records.
• Updates and maintains campus animal registration sheets.
• Enters client intake data entry into HMIS.
• Coordinates campus tours and parking arrangements for visitors and vendors.
• Participates as needed in special projects.
• Handle sensitive information effectively and confidentially.
• Represent the agency to persons outside the organization and to interact with all staff in
• a professional, courteous, culturally sensitive, and tactful manner.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Housing Matters provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $25.41 - $26.68 per hour

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