Intake Diversion Specialist (Full Time)

Description:We are seeking a passionate, outgoing, responsible, and experienced professional to join our Intake Team.The ideal candidate will be a self-motivated individual who is a creative problem solver. As the Intake Diversion Specialist, you will report to the Intake Line Manager and will be responsible for providing general crisis care to families calling the intake telephone line. Other responsibilities include, conducting basic assessments to determine families' shelter and referral needs and helping families identify potential housing solutions through a diversion conversation.The Intake Diversion Specialist supports families in utilizing their own strengths to identify housing solutions and coordinates family information for all emergency shelter programs across King County so that families may have their shelter needs met as quickly as possible.This is a full-time, non-exempt position. The hourly rate is $25.00/ DOE. Schedule for this position is:Tuesday–Saturday, 12:00 p.m. to 8:30 p.m.During periods of severe weather, operating hours may be extended until 10:30 p.m., and team members are expected to have flexibility in their schedules during these times.Key ResponsibilitiesAnswer a dedicated phone line for families calling to access homeless services; provide phone support for families as necessary to secure safe and stable housing, providing financial assistance where necessaryListen and collect information in a compassionate and trauma-informed mannerRespond effectively to callers, utilizing active listening skills, thorough assessment and problem-solving techniquesAdminister screening tool to assess needs and determine eligibility for servicesEnsure documentation for each call is complete and accurate, including tracking financial assistanceEnter data into multiple data collection systems and maintain accurate and confidential client records and electronic files and database systemsUtilize motivational interviewing techniques to help families identify their strengths and assist to creatively identify solutions and alternate housing arrangements that quickly resolve their housing crisisUtilize clinical skills to rank families based on vulnerabilityProvide referrals as needed and connect callers with various servicesAssist in coordinating daily internal shelter placementMaintain good working relationships and strong partnerships with in-house teams and other community providers to provide the best support for callersMaintain confidentiality regarding clients, personnel and other internal affairs of Mary's PlaceMaintain accurate and timely statistics and documentation to meet program goals and contractual requirementsContact former Mary's Place families to conduct quantitative surveys; accurately track and record dataParticipate in regular staff and team meetingsEnsure all responsibilities are carried out and enforce Mary's Place rules and policiesRequirements:Skills/Qualifications RequiredHigh school equivalency required, college degree preferred; or equivalent experience1+ years' experience working in social services or related field; or equivalent experience working in a call center, shelter, social services or case managementExperience working with homeless population strongly desiredProficient with Microsoft Office and Microsoft 365 applicationsHighly organized and attentive to detail, with excellent time management skillsAbility to interact with callers in a respectful and compassionate manner and to create a positive experience over the phoneDemonstrates sincere concern, caring and desire to provide excellent service to families in needStrong communication (listening, speaking and conversing) and documentation skillsBasic knowledge of Housing First and Diversion principles desiredDemonstrated problem solving, conflict mediation and crisis management skillsAbility to work both as a part of a collaborative team and independently to manage tasks and deadlinesFamiliarity with HMIS data system and community resources for families experiencing homelessness preferredDemonstrated ability to learn new data systems quicklyCommitment to racial equity and social justiceWillingness and ability to work with people from a variety of racial, cultural, social and economic backgrounds with various lifestyles, sexual orientations and of all ages and gendersHighly motivated, resourceful, flexible, and possesses a positive attitude even under stressful conditionsAbility to set appropriate professional boundaries and maintain professional and calm demeanor and positive attitude, even under stressful conditionsAble to proficiently speak, read, write, and understand English.Proficiency in another language is preferred, particularly in Portuguese, Amharic, Spanish, Lingala, Oromo, French, Russian, Tigrinya, or Marshallese.Willing to complete and submit a TB test within 30 days of employment.Physical RequirementsAbility to converse with and listen to people in many different settingsAbility to use a computer and telephone, as well as other standard office equipmentAbility to sit, walk, stand, bend, squat, climb, kneel and twist on an intermittent or continuous basisAbility to occasionally push, pull, lift and/or carry supplies up to 25 poundsWork takes place in a social services environment where long periods of sitting, working on a computer, walking to various work areas, going up and down stairs, and standing are requiredTravel to program sites and meetings outside the site and around the county is necessaryAbility to work in an environment where there may be animals present, including dogsIn compliance with the ADA Amendment Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department.Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. Mary's Place will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship to Mary's Place would result.DetailsIn addition, Mary's Place offers the following benefits to full-time staff:Medical and dental insurance with the cost for core employee coverage paid at 100% by the company and competitive family ratesBasic Life Insurance of $50,000 at no cost to employee; option to buy up for additional coverage403(b) plan with a 50% employer match on the first 6% employee contribution. Eligible to participate upon hire; eligible for the match after first year of employment.Unlimited use ORCA pass for a small deduction per pay period10 days paid time off (PTO) each calendar year (accrued by pay period)10 days of sick time each calendar year (accrued by pay period)10 days of flexible floating holidays each calendar year (accrued 40 hours on January 1st and 40 hours on July 1st). Prorated based on date of hire for first year of employment.Employee Assistance ProgramMary's Place is an Equal Opportunity pensation details: 25-25 Hourly WagePI162b6eb071dc-31181-40379498

Created: 2026-05-09