Job Description

Position Title: Coordinated Entry Phone Specialist/Admin Assistant
Program/Dept: Resource Connect Solano/Coordinated Entry System
Reports to: Program Director
Classification: Regular, Full-Time, Non-Exempt
Compensation: $23-$27.30 DOEE + Full Benefits Package

About Us: Founded in San Mateo, California, in 1964, Caminar\xe2\x80\x99s thriving programs and services serve more than 14,000 individuals annually across San Mateo, Santa Clara, San Francisco, Solano, and Butte Counties. Our nonprofit organization\xe2\x80\x99s portfolio of behavioral health and supportive services empowers and supports individuals and families to move toward resilience, wellness, and independence. And we are expanding our capacity to address the increasingly complex needs of individuals and families. Position Summary: Phone Specialist responds to calls directed to Resource Connect Solano, the Coordinated Entry System of Solano County. Phone Specialists answer general questions from the community and potential clients and screen clients for Prevention and Diversion strategies with brief pre-screening questions. Calls will primarily be with clients who are experiencing homelessness or at imminent risk of homelessness per the HUD definition and under Housing First Solano\xe2\x80\x99s CoC guidelines. Phone Specialists will connect clients by referral to mainstream services or to the Coordinated Entry Intake Specialists, for an Intake and VI-SPDAT assessment to assess the housing crisis need, and also to our Housing Locator for rental assistance, landlord mediation etc. Phone Specialist will also be responsible for the ordering supplies, keeping up with items and situations around the office, maintain the front lobby area, and working directly with the Program Director for assigned tasks.


Essential Duties & Responsibilities:

• Respond to phone calls directed to the Coordinated Entry line and respond to general questions.
• Acquire and maintain current knowledge about provider programs and subpopulation needs throughout Solano County
• Field and record the answers to a brief set of pre-screening questions in HMIS to determine the household\xe2\x80\x99s eligibility for entering the housing crisis response system (HMIS).
• Maintain relationships with the various programs in our community to promote our services and improve access to the CES.
• Conduct a Pre-Screening Prevention and Diversion Questionnaire with clients to determine if a Mainstream Housing option is appropriate or if a client needs to be connected with an Intake Specialist.
• Enter data into HMIS and ensure client privacy is maintained for data accessed from HMIS for community partners, case managers, and client advocates.
• Ensure that privacy, safety, and client choice in housing, services, and location are optimized through Coordinated Entry for individuals and families fleeing, or attempting to flee, domestic violence, dating violence, sexual assault, or stalking, including those who are seeking shelter or services from non-victim service providers. Confirm that data about these populations is not entered into HMIS but rather kept in a private database, and that any data released about this population is aggregate only.
• Ability to have problem solving and creative conversations to assist with housing solutions
• Verify eligibility for resources and programs, have a working knowledge of community resources and services
• Complete referrals for direct services or resources in the community
• Drive own or agency vehicle to destinations, as required; documenting and reporting mileage according to agency procedures, so that services can be provided in a timely manner; comply with agency vehicle policy at all times.
• Perform all job functions in cooperation with the supervisor, other staff, and other providers involved in the service effort, including sharing information regarding all important interventions.
• Participate in staff meetings and attend other meetings, as assigned.
• Attend and complete trainings as assigned and in a timely manner.
• Participate in promoting a safe, healthy and clean working environment at all times consistent with applicable laws, industry standards and the agency\xe2\x80\x99s own Health & Safety Program.
• Complete and submit accurate time sheets and absence reports to Program Director in a timely manner.
• Actively nurture and advance the cooperative, harmonious and teamwork oriented environment Caminar strives to promote within the workplace; Through daily efforts and presentation promote an atmosphere of dignity and respect in line with the organization\xe2\x80\x99s mission, philosophy, policies and procedures.
• Perform other related duties, responsibilities and special projects as assigned.

Experience, Qualifications, Skills & Abilities:

• Must be passionate about Caminar\'s mission.
• Demonstrated experience in a program serving homeless individuals strongly preferred.
• Excellent computer skills in a Microsoft Windows environment including email and Internet navigation required. Experience with Homeless Management Information Systems strongly preferred. Experience with web-based time and attendance and staff training and development system strongly preferred.
• Must have knowledge of and experience in working with spreadsheets, Microsoft excel etc.

• Ability to maintain a high level of confidentiality, a professional demeanor and to always represent the organization in a positive manner.
• Must demonstrate acceptable level of maturity, good judgment, and emotional stability.

• Problem solving\xe2\x80\x94identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Customer Service\xe2\x80\x94manages difficult customer situations, responds promptly to customer needs and solicits customer feedback to improve service.
• Data entry; ability to handle multiple tasks and manage competing demands; critical thinking, problem solving and interpersonal skills; standard office computer skills; have to have the ability to multi-task, dual monitors
• Ability to work with minimal supervision and exercise good judgement; strong verbal and written communication skills to include report creation
• Planning/organizing\xe2\x80\x94prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Adaptability\xe2\x80\x94adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability\xe2\x80\x94is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

• Safety and security\xe2\x80\x94actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.
• Must be a dynamic self-starter with demonstrated ability to work independently on special projects.

Physical, Environmental and Mental Requirements:

• Physical: Occasionally required to push/pull objects up to 50 lbs, and to lift/carry objects up to 25 lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, etc. Must be able to walk, stand, sit for extended periods.
• Sensory: Frequently required to read documents, written reports, and plans. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with residents and staff, etc. Must be able to speak clearly and understand/be understood using the English language.
• Cognitive: Frequently required to concentrate on moderate detail with constant interruption. Must be able to attend to a task/function for 20-45 minutes at a time. Frequently required to understand and relate to specific ideas, several at a time. Must be able to remember multiple tasks/assignments given to self and others over a period of several days.
• Environmental Conditions: Frequent exposure to varied office and mixed (residential/office) environments. Occasional exposure to toxins and poisonous substances, dust, and loud noises.
• Equipment: Frequently required to use a computer, phone, and fax machine.

Special Requirements:

• Must be able to meet and receive a criminal records clearance, as required by Title XXII, other licensing regulations, and Caminar practices.
• This position requires frequent driving. A valid California driver license, reliable personal vehicle, current personal auto insurance as required by law, and an MVR sufficient to obtain and reasonably maintain insurability under agency auto liability policies are all essential job requirements.
• Must be able to pass post offer, pre-employment medical and drug tests as required under State Community Care Licensing regulations and/or agency policies.
• A personal cell phone with reliable service and, if applicable, a data plan to use for business purposes.
• May be required to obtain and maintain First Aid and CPR certification.

This job description is not intended to provide, and should not be construed as providing, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. They are meant to be accurate reflections of the principal job elements essential for making fair and informed decisions about the job.


Veterans, Persons of Color and Current or Formerly Homeless Persons are encouraged to apply.


Resource Connect Solano provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, RCS complies with applicable state and local laws governing nondiscrimination in employment. 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.


Caminar is a leader in providing innovative client-oriented mental health services. We are an equal opportunity employer. Please visit our web site at www.caminar.org


2600 S. El Camino Real Suite 200, San Mateo, CA 94403 | (t) 650.372.4080 (f) 650.393.8922 | www.caminar.org