Job Title: Ohio 211 - Part-Time Housing Support Specialist

Program: Toledo 211
Reports to: 211 Manager

Job Status: Part-time, Non-exempt, Hourly

Date Updated: June 2026

STATEMENT OF THE JOB

Provides intake and assessment by phone and electronically to individuals and families experiencing homelessness. Further, specialists will provide information and referral services by phone and electronically to the public accessing 2-1-1 services

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Interviews clients, conducts a thorough assessment of their situation, and assists in prioritizing the needs based on the resources available.
• Supports the client in implementing the referral, and when appropriate, makes the linkage with other agencies for the client
• Advocates on behalf of the inquirer experiencing barriers to accessing services.
• Offers immediate and appropriate responses when the inquirer is experiencing a crisis or other emergency situations.
• Conducts follow-up to ensure that the inquirer’s needs have been met or in cases involving endangerment and in situations where the inquirer might need additional assistance in addressing their needs.
• Uses crisis management techniques in accordance with agency procedures
• Maintains complete and accurate documentation in HMIS (Housing Management Information System) and other software platforms as needed and adheres to all legal requirements for confidentiality of client records.
• Responds in a professional, nonjudgmental manner when interacting with all populations.
• Responsible for staying current with all ongoing training requirements for both services
• Actively involved with agency programs and events
• Supports operations during times of disaster as defined by agency policy
• Maintains up-to-date knowledge of agency processes and policies & procedures
• Performs all other duties as assigned

• High School diploma required.
• Experience with human services preferred.
• Experience responding to people in crisis is desired.
• Completes initial and ongoing trainings (including presentations, independent study).
• Completes additional certifications or CEUs related to the position, such as the Inform USA certification
• Must have weekend availability

KNOWLEDGE / SKILLS / ABILITIES

• Well-developed interpersonal skills.
• Excellent verbal and written communication skills.
• Strong technology and computer skills.
• Demonstrated crisis intervention skills.
• Knowledge of human service delivery systems, especially related to housing resources.
• Clear and effective communication and accurate assessment of the inquirer’s needs.
• Demonstrated being a team player and having a positive attitude.
• Ability to effectively problem-solve and resolve conflict.
• Ability to work independently with minimal supervision.
• Strong customer service skills are necessary.
• Ability to maintain professional expectations and assist individuals with diverse backgrounds.
• Knowledgeable in program procedures and the contact center's information system.
• Must have reliable, secure internet service along with a cellular phone.