Outreach and Intake Coordinator - INTERNAL ONLY

Job Title: Outreach and Intake Coordinator Department: Outreach & Program Services Reports To: Director of Operations & Services FLSA Status: Non-Exempt

Salary: $22-$25/hour DOE

Hours: Full-Time 32-40 hours per week

Position Summary

The Outreach and Intake Coordinator at Hope COS plays an active, client-facing role in providing direct street outreach, engaging with individuals experiencing homelessness or other barriers to stability, and connecting them with appropriate resources and services. This position regularly participates in field outreach activities, builds relationships with individuals in the community, and facilitates screenings, intakes, and related documentation for multiple Hope COS programs.

The Outreach and Intake Coordinator also works directly within the Warming Shelter, assisting with daily shelter operations, guest engagement, intake processes, and other activities necessary to maintain a safe, supportive, and welcoming environment. Additional responsibilities include providing coordination and administrative support for Recovery Housing and maintaining relationships with community partners. All responsibilities are carried out in collaboration with program staff and under the guidance and direction of the Director of Operations & Services, consistent with organizational policies and applicable program standards.

Key Responsibilities include:

Outreach & Community Engagement

• Conduct direct client and street outreach to engage individuals, share information about available services, identify needs, and connect people with Hope COS programs and community resources.
• Support outreach activities with community partners, referral sources, correctional institutions, and at community events or resource fairs as directed.
• Help establish and maintain collaborative relationships with external organizations and providers, with oversight from the Director of Operations & Services.

Intake, Shelter Support & Documentation

• Respond to inquiries, referrals, website submissions, and applications related to Hope COS programs and services.
• Conduct initial screenings, assess program eligibility, and coordinate appropriate intake or referral pathways for prospective participants and shelter guests.
• Complete and coordinate intake and enrollment processes for program services, including required forms, records, orientation information, and program-specific documentation.
• Maintain timely, accurate intake, participant, guest, incident, and program records in designated systems.
• Coordinate with shelter staff, house leads, and other program personnel regarding arrivals, placements, transitions, referrals, and discharges as appropriate.
• Provide administrative and logistical support for shelter operations recovery housing as needed.
• All other duties as assigned

Program Support & Coordination

• Facilitate communication among outreach, shelter, recovery housing, peer services, and Hope COS leadership through scheduled updates and requested check-ins.
• Provide observations and suggestions for improvements to client engagement, intake processes, shelter services, and operations to the Director of Operations & Services for consideration.
• Assist with coordination of recovery-focused activities, resource connections, and program initiatives as directed.
• All other duties as assigned

Conflict Support & Resolution

• Respond to client, shelter, or house-level concerns and conflicts as needed using supportive, trauma-informed approaches, promptly involving the Shelter Lead and Director of Operations & Services when higher-level intervention is required.
• Provide de-escalation and coordination support as directed.
• All other duties as assigned

Collaboration

• Maintain consistent communication with outreach, shelter, recovery housing, peer services, and other Hope COS staff to support coordinated services and program expectations.
• Provide timely updates, observations, and recommendations to the Director of Operations & Services. Decisions affecting participants, residents, shelter operations, housing operations, or the agency require review and approval by the Director of Operations & Services before implementation.
• Consult with the Director of Operations & Services when situations may affect client or guest safety, program integrity, or organizational compliance.
• Participates in mandatory meetings as scheduled

Education:

• High school diploma or GED required.
• Must have a certificate of completion from Recovery Coach Academy (30 hours) within 60 days of hire date.

Experience:

• At least 1 year of experience in outreach, intake, recovery housing, shelter services, or a similar human services role.
• At least 1 year of coordination, program support, supervisory, or related experience.
• Familiarity with shelter operations, or community-based service coordination is highly desirable.

Certifications & Requirements:

• Must be a person with lived experience with substance use disorder and have a minimum of two years of sustained recovery OR an ally to recovery, with direct familial experience with SUD.
• Certificate of Completion of Recovery Coach Academy required within 60 days after hire.
• Ongoing continuing education and training required.

Core Competencies

• Self-Care - Maintains healthy boundaries and prioritizes personal wellness while supporting clients, guests, and residents.
• Interpersonal Skills - Builds trust, communicates respectfully, and supports positive engagement across outreach, shelter, and housing settings.
• Time Management - Manages multiple tasks efficiently, meets deadlines, and prioritizes responsibilities.
• Effective Communication - Conveys information clearly, listens actively, and facilitates productive dialogue.
• Critical Reasoning - Uses sound judgment to assess situations, respond appropriately, and escalate issues when necessary.
• Stewardship - Demonstrates accountability, integrity, and responsible management of resources.
• Must possess in-depth knowledge and understanding of Recovery Oriented Systems of Care, Trauma Informed Services and Motivational Interviewing.
• Performs job duties and responsibilities in a professional manner at all times and complies with the Code of Ethics standards and agency norms established for the profession as set forth by Hope COS.

Physical Requirements

• Ability to sit, stand, and walk (including up and down stairs) for extended periods while conducting outreach or visiting program sites.
• Ability to lift up to 50 pounds (for tasks such as moving supplies).
• Must have reliable transportation to travel between multiple sites.

Work Environment

• Work is performed in office, shelter and community settings, including direct outreach and visits to service locations.
• Flexibility in scheduling may be required to support outreach, intake, shelter operations, housing needs, and crisis response.
• Work hours may vary week-to-week based on agency and program needs, including occasional evenings or weekends as required.

Application Process

Interested candidates should submit a resume and cover letter detailing their qualifications and relevant experience for this role.

Additional Information

Hope COS is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected. Hope COS welcomes applicants from all qualified individuals, including those with lived experience in recovery.