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Serve as a primary point of contact for families seeking Family Promise services and for community partners making referrals.
Respond to intake, referral, and walk-in inquiries in a timely, professional, and trauma-informed manner.
Conduct phone, virtual, and in-person screenings to assess family needs and determine potential program eligibility.
Complete required screening, intake, and initial assessment documentation.
Enter all intake calls, referrals, outcomes, and relevant family information into the case management system.
Route eligible families to the appropriate program or staff member for follow-up.
Consult with program leadership when eligibility or program placement requires additional review.
Provide appropriate community resource referrals to families who are not eligible for Family Promise services.
Maintain accurate and timely documentation of all intake activity. Housing Navigation & Application Support Provide housing search and navigation services to families across Family Promise programs, including Shelter, Transitional Housing, LIFE/Eviction Prevention, and other housing programs as assigned.
Complete an initial housing needs assessment and develop an individualized housing plan with each family.
Assist families with identifying and applying for: o Affordable housing opportunities o Income-restricted units o Subsidized housing o Public housing o Housing lotteries o Private-market units when appropriate
Assist families with completing housing applications and gathering required supporting documentation.
Enroll all shelter and transitional housing families on appropriate housing waitlists.
Monitor housing waitlists and application statuses and assist families with required updates and recertifications.
Ensure families update housing authorities and housing applications when addresses, income, household composition, or other relevant information changes.
Track housing application deadlines, lottery opportunities, interviews, document requests, and other time-sensitive housing requirements.
Regularly communicate affordable housing opportunities to program families.
Maintain relationships with landlords, property managers, housing authorities, affordable housing providers, and other community housing partners.
Advocate for families experiencing barriers related to credit, income requirements, rental history, housing court history, or other challenges to securing housing. LIFE Diversion & Short-Term Case Management
Carry a designated LIFE diversion caseload for families experiencing an immediate housing crisis.
Conduct detailed needs assessments to identify the circumstances contributing to the family's housing instability.
Work with families to identify safe alternatives to shelter whenever possible.
Provide short-term, solution-focused case management focused on housing stabilization.
Develop achievable housing and stabilization goals with participating families.
Provide problem-solving, crisis intervention, and housing-related conflict resolution.
Assist families with identifying resources that may prevent homelessness, including family or natural supports, community resources, financial assistance, landlord negotiation, and alternative housing arrangements.
Coordinate with the LIFE Program Coordinator and other program staff regarding financial assistance and stabilization plans.
Maintain detailed and timely case notes, contact logs, assessments, and supporting documentation.
Participate in regular supervision and case consultation with the Program Team. Housing Placement & Transition Support
Support families throughout the transition from homelessness or housing instability into permanent housing.
Assist families with lease-up requirements and required housing documentation.
Coordinate approved security deposit payments and other eligible housing-related payments in accordance with Family Promise policies and funding requirements.
Collect and verify required documentation before payments are processed.
Communicate with landlords and property managers regarding security deposits, move-in requirements, and approved program payments.
Coordinate with program staff to ensure families have necessary supports in place prior to move-in.
Assist families with understanding lease requirements, tenant responsibilities, and important move-in information.
Connect newly housed families with community resources that promote long-term housing stability.
Ensure appropriate handoff to stabilization or ongoing case management services following housing placement. Client Documentation & Case Management Support
Collect, upload, and maintain required client documentation, including: o Identification and birth certificates o Releases of information o Income and benefit verification o Housing applications o Housing authority correspondence o Rent ledgers and rent summaries o Lease agreements o Intake and assessment documentation o Financial assistance documentation o Other required supporting records
Ensure client records are accurate, complete, organized, and maintained in accordance with program and funding requirements.
Maintain confidentiality of client information at all times. Housing & Payment Tracking
Maintain accurate housing search, application, waitlist, and placement tracking systems.
Monitor expiration dates for master lease agreements and promptly notify the Director of Programs of upcoming deadlines.
Monitor expiration dates for recurring program/vendor payments and communicate upcoming deadlines to appropriate staff.
Maintain documentation and tracking logs related to housing operations, financial assistance, and housing placements.
Assist with tracking security deposits and other approved housing-related payments.
Provide housing placement and application data for program reporting as requested. Resource Coordination & Advocacy
Connect families with community resources that support long-term housing stability, including: o Employment and education o Childcare o Healthcare and behavioral health o Transportation o Benefits and financial assistance o Youth and family enrichment opportunities
Collaborate with community providers to coordinate services and reduce duplication of support.
Advocate for families' access to fair housing and essential community services.
Build and maintain relationships with housing authorities, landlords, affordable housing providers, community organizations, and other referral partners.
Participate in outreach activities, workshops, housing events, and community resource initiatives as assigned. Program Operations & Team Collaboration
Participate in weekly program meetings, staff meetings, supervision, and case consultation.
Collaborate across Family Promise programs to ensure families receive coordinated housing support.
Communicate emerging client needs, housing barriers, and program concerns to the Leadership Team.
Maintain a professional, culturally responsive, strengths-based, and trauma-informed approach when working with families.
Maintain strict confidentiality in accordance with organizational policies and applicable requirements. Qualifications
Bilingual in Haitian Creole, Portuguese, or Spanish preferred.
Must have a vehicle.
Associate's or Bachelor's degree in Human Services, Social Work, Psychology, Sociology, Public Administration, or a related field preferred or Minimum of 1-2 years of experience in housing services, homelessness prevention, case management, social services, or a related setting preferred. Lived experience strongly encouraged.
Knowledge of affordable housing, subsidized housing, housing authorities, housing applications, and homelessness prevention resources strongly preferred.
Experience completing client intakes, assessments, or eligibility screenings preferred.
Strong organizational skills and ability to manage multiple families, housing applications, deadlines, and documentation requirements simultaneously.
Strong written and verbal communication skills.
Ability to build professional relationships with families, landlords, housing authorities, community providers, and partner organizations.
Strong computer and data-entry skills, including experience with case management databases or similar systems.
Ability to work effectively with families from diverse backgrounds and families experiencing housing instability or crisis.
Ability to maintain confidentiality and exercise sound professional judgment.
Commitment to equity, housing stability, family empowerment, and Family Promise Metrowest's mission. Core Competencies
Housing Navigation & Resource Knowledge
Intake & Eligibility Screening
Short-Term Case Management
Crisis Intervention & Problem Solving
Client Advocacy
Organization & Time Management
Documentation & Data Accuracy
Written & Verbal Communication
Collaboration & Community Partnership
Cultural Humility
Trauma-Informed Family Engagement
Initiative & Follow-Through Other Duties Perform additional responsibilities as assigned that are consistent with the goals of Family Promise Metrowest and support effective program operations and service delivery.

Pay:

$25.48 - $31.25 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Flexible schedule Health insurance Mileage reimbursement Paid time off Professional development assistance

Education:

Associate (Preferred)

Experience:

social service: 3 years (Required)

Language:

Haitian Creole, Portuguese, Spanish (Required) Ability to

Commute:

Natick, MA 01760 (Preferred)

Work Location:

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Housing & Intake Specialist