Intake Specialist

Reports to: Homeless Services Manager

Location: The Kukui Center & the Moʻiliʻili ʻOhana Navigation Center*

*this position will be primarily housed at our two locations in Honolulu, but will

require travel to other parts of the island as needed.

Work Schedule: Monday - Friday 8:30AM-4:30PM

Job Summary

Family Promise of Hawaiʻi (FPH) is a 501(c)3 nonprofit working to prevent and end homelessness for families with children. Our mission is to help homeless and low-income families in Hawaiʻi achieve sustainable independence by mobilizing existing community resources and support. We offer emergency shelter, rental assistance, prevention/diversion services, and holistic case management.

The Intake Specialist will collaborate with the Family Support Coordinator as the first point of contact for families seeking assistance. The Specialist will manage program inquiries, determine eligibility, and make appropriate referrals. This vital role will also manage and complete the intake process for families enrolling in FPH programs using FPH internal systems, the Coordinated Entry System (CES) and Homeless Management Information System (HMIS). This position will build rapport with families and support them throughout the intake process as well as ensure continuity of services with the program team as families enter FPH programs.

Essential Job Functions

Program Inquiries (40%)

Answer FPH’s intake phone line, respond to email inquiries seeking assistance, and greet families seeking walk-in services.

Conduct regular check-in communications with families awaiting services and manage the inquiry notes and data.

Gather basic information about each family and determine if they might be eligible for an FPH program. Make internal and external referrals as appropriate.

Input family information into FPH’s data tracking system.

Conducting Intakes (40%)

Collaborate with the Homeless Services Manager to determine eligibility of families seeking services.

Coordinate and conduct in-person intake meetings with families entering FPH programs.

Work with the families to collect and organize necessary documentation, forms, and consents for program intake.

Facilitate warm hand offs with families to Case Managers to maintain trust and rapport within the program team.

Service Coordination (10%)

Coordinate with other FPH staff to facilitate donations (food, supplies, etc.), volunteer schedules, and other facility needs.

Support families in understanding FPH program guidelines and expectations regarding facility usage, including their facility maintenance chores.

Distribute supplies to families as needed. Track requests and ensure that families receive supplies designated to the appropriate program.

Facility Operations (10%)

Unlock the building in the morning and/or secure the office at the end of the day, depending on the position’s hours.

Check the mail and sign for deliveries.

Coordinate with staff, vendors, and/or contractors for facility maintenance needs.

Required Qualifications & Experience

High school diploma or GED

Minimum of 1-2 years of experience in intake, case management, social services or a related field

Experience working with individuals or families experiencing homelessness

Knowledge of trauma-informed care

Ability to conduct client screenings, determine program eligibility, and complete comprehensive intake assessments

Experience in maintaining accurate and confidential client records and documentation

Strong organizational, time management, and multitasking skills with attention to detail

Excellent verbal and written communication skills and the ability to build rapport with diverse populations

Ability to work collaboratively with internal staff, community partners and referral agencies

Valid driver’s license and reliable transportation, if travel between sites is required

Preferred Qualifications & Experience

Associate’s or bachelor’s degree in social work, human services, or a related field

Experience using the Coordinated Entry System (CES) and Homeless Management Information System (HMIS)

Familiarity with housing programs such as homelessness prevention, rapid rehousing, and emergency shelter

Knowledge of local community resources

Bilingual or multilingual sills

Experience working with families, children, survivors of domestic violence, or other vulnerable populations

Experience with data entry, quality assurance, and maintaining compliance with grant or program requirements

Ability to work independently while managing a high-volume of program inquiries

Our Commitment to Equity

In line with Family Promise of Hawaiʻi’s core values, we are committed to advancing diversity, inclusion, equity, social justice, and antiracism throughout our work. We value the different forms of experience and expertise on our team, and we strive to build an organization that leverages each employee’s unique skills and perspectives. We encourage people of all backgrounds to apply to this position, even if you’ve had a less traditional career path or don’t think you check every box in the job description.

Compensation and Benefits

The salary for this full-time position is $53,000-$57,000

Benefits at Family Promise of Hawaiʻi include:

A passionate team and mission-driven work environment.

Medical, dental, and vision insurance (100% covered for full-time employees).

25 days (200 hours) of paid sick and vacation time for full-time employees.

Paid family and medical leave, allowing you to take time off for the birth or adoption of a new child, your own serious medical condition, or caregiving for a close family member's serious medical condition

A 401(k) retirement plan with a 3% employer contribution — regardless of how much you choose to contribute, we will contribute 3% of your salary.

Monthly cell phone stipend and mileage reimbursement.

Professional development and training opportunities.