Job Description

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Intake Coordinator is responsible for overseeing and coordinating intake services for participants entering all Bell Shelter programs, excluding residential treatment programs. The Intake Coordinator directly supervises and provides guidance to Intake Specialists, ensuring that intake activities are completed efficiently, accurately, and in compliance with program requirements, contractual obligations, and organizational policies.

The Intake Coordinator works closely with program leadership and the Intake Specialists to ensure bed vacancies are appropriately filled, participant eligibility and placement requirements are met, data is accurate and timely, and all required intake documentation is completed and submitted within established deadlines. The Intake Coordinator assists with complex or escalated intakes, monitors the quality and consistency of intake processes, and ensures effective communication and coordination among programs.

The Intake Coordinator promotes a welcoming, trauma-informed, and participant-centered intake experience while supporting participants' transition into shelter services and promoting self-sufficiency throughout their stay. The position also supports staff training, workflow improvements, compliance monitoring, and the consistent implementation of intake procedures across all Bell Shelter program

Essential Functions

Intake Coordination and Supervision

• Coordinate daily intake operations for all Bell Shelter programs and provide direction and support to Intake Specialists.
• Ensure adequate Intake Department staffing during designated operating hours. The Intake Specialist reports directly to the Intake Coordinator.
• Conduct and coordinate daily phone screenings, determine program eligibility, schedule intakes, and ensure timely completion of admissions.
• Ensure all intake calls and emails are answered professionally and within established timeframes.
• Monitor intake workflows to ensure bed vacancies are appropriately and timely filled.
• Ensure all program enrollment requirements are met prior to participant enrollment.
• Coordinate with the Intake team, Program Managers and Case Managers, and other departments to address intake needs and resolve barriers.

Intake, Screening, and Participant Admission

• Conduct and oversee intake screenings and admissions for all Bell Shelter programs, excluding residential treatment.
• Ensure incoming participants are screened through required registries and that all required eligibility and admission procedures are completed prior to entry.
• Ensure required intake testing and property searches are completed, including UA testing, as applicable.
• Coordinate daily orientation for new participants regarding shelter services, expectations, and house rules.
• Ensure basic essentials, including hygiene supplies, linens, and clothing, are available at initial intake.

Documentation, Data Integrity, and Compliance

• Oversee the accuracy, completeness, and timeliness of participant documentation in electronic databases and paper files.
• Ensure participants are enrolled in HMIS within 24 hours of entering the program.
• Coordinate the timely assignment and transfer of participant files to Case Managers.
• Monitor completion of required intake documentation, including initial case notes, bed services, program enrollment documents, and other required records.
• Ensure participant and staff badges are created or replaced within established timeframes.
• Coordinate participant sign-in sheets and maintain current records.
• Work with the Intake team, Case Managers, and Quality Assurance Coordinator to ensure databases accurately reflect current bed occupancy.
• Support audit preparation and conduct assigned file reviews to ensure compliance, accuracy, and completeness.

Bed Management and Reporting

• Monitor daily bed availability and coordinate appropriate placement of participants across shelter programs.
• Ensure daily bed checks, chores, and occupancy activities are completed and documented.
• Monitor and submit required occupancy, census, bed services, and other program reports within established deadlines.
• Coordinate, prepare, and/or submit the reporting of vacancies to funders and internal departments as required.
• Maintain accurate occupancy statistics and monthly tracking reports for applicable contracts.

Community Coordination and Referrals

• Develop and maintain effective working relationships with social service agencies and community partners to support appropriate referrals and maintain shelter occupancy.
• Coordinate with external providers and internal departments to facilitate participant access to available resources and services.
• Support housing-focused follow-up activities and ensure required follow-ups are completed within established funder or program timeframes.

Quality Assurance and Program Compliance

• Participate in Department meetings with Intake Team, Program Managers, and Quality Assurance Coordinator to review processes, forms, documentation, and compliance requirements.
• Ensure intake forms and procedures remain current and consistent with program and funder requirements.
• Monitor the Intake Team's compliance with established policies, procedures, deadlines, and documentation standards.
• Assist with implementation of process improvements to strengthen intake efficiency, data integrity, and participant services.

Participant Support, Safety, and Incident Response

• Promote a participant-centered intake process utilizing Trauma-Informed Care, Harm Reduction, Housing First, and a “whatever it takes” approach.
• Respond to participant concerns, grievances, and incidents in a professional and solution-focused manner.
• Coordinate the de-escalation and resolution of participant concerns and report disciplinary or notable incidents to appropriate program leadership.
• Complete required incident or mandated reports when applicable.
• Coordinate or participate in daily rounds, locker searches, property roll-ups and returns, downsizing of participant property, and monitoring of participant areas for health and safety concerns.
• Monitor common areas, beds, and other shelter spaces for potential health, safety, or fire hazards.

Shelter Operations and Supplies

• Coordinate with shelter operations to ensure linen closets and intake areas are adequately stocked.
• Ensure bed rolls and other essential intake supplies are available for scheduled intakes and walk-ins.
• Monitor intake-related activities, including chores, meals, snacks, and other activities as assigned.

Communication, Training, and Collaboration

• Communicate effectively with team, participants, Case Managers, Program Managers, Quality Assurance, outside providers, and management.
• Provide guidance, coaching, and direction to Intake Specialists to support consistent and effective performance.
• Attend required trainings, meetings, and professional development activities, both on and off site.
• Support the implementation of new program requirements, procedures, and funder expectations within the Intake Department.

Working Conditions

This position involves primarily field-based work with regular duties at the shelter and office responsibilities. The role requires frequent movement, including walking, standing, bending, squatting, kneeling, twisting, reaching, pushing, pulling, and lifting or carrying items up to 25 pounds. The position requires use of standard office equipment and may involve travel to housing appointments, community agencies, and other locations. The work environment may include challenging or unpredictable situations and frequent interruptions, requiring flexibility, professionalism, sound judgment, and adherence to safety and de-escalation procedures. Evening, weekend, holiday, extended-hour, or emergency work may be required based on program needs. Reasonable accommodations may be provided for qualified individuals with disabilities.

Minimum Qualifications

• BA/BS degree preferred in social work or related area of study with 1-year work experience with special needs, low-income and/or homeless populations, experience providing direct mental health or intensive case management services to individuals experiencing homeless.
• Current knowledge of and interest in homeless populations and available supportive resources.
• If in recovery, must have 2 years of sobriety.
• Understand and support the mission of The Salvation Army.
• Must obtain CPR and First Aid certification prior to employment.
• TB-cleared prior to hire.

Skills, Knowledge & Abilities

• Knowledge in HMIS preferred.
• Computer literate, Proficient in Microsoft Office applications, and ability to type 45 wpm. Basic math skills.
• Excellent time management and communication skills, both verbal and written. Professional telephone etiquette.
• Strong work ethic; must be able to complete tasks well and efficiently. Meet deadlines and work with attention to detail.
• Ability to maintain confidentiality of verbal and written information about participants, facility operations and personnel.
• Possess necessary initiative, adaptability, and responsibility to work with minimum supervision.
• Ability to work independently and/or interact with team members at all levels and promote teamwork
• Strong interpersonal skills with both participants and staff in a professional, respectful manner.