Housing Specialist

211 San Diego San Diego, CA
2-1-1 San Diego's mission is to help people by connecting them efficiently to the service delivery system, and by providing vital trend information for community planning. To meet this mission, we seek talented team members who exhibit the values that we hold dear and who complement our company culture.

The Values We Live By

* Deliver WOW Through Service

* Embrace and Drive Change - Evolve

* Create Fun and A Little Weirdness

* Be Adventurous, Creative, and Open-Minded

* Pursue Growth and Learning

* Build Open and Honest Relationships With Communication

* Do More With Less

* Build a Positive Team and Family Spirit

* Be Passionate and Determined

* Be Humble

What is a Housing Specialist?

Housing assistance is one of the most common needs of 2-1-1 callers. Housing Specialists are passionate about assisting vulnerable populations in accessing housing resources and maintaining housing stability. In order to be successful, this position will have the educational background and direct experience working within San Diego's housing/homeless system of care. Housing Specialists are responsible for handling in-bound call volume for callers presenting with diverse housing needs. This position will conduct comprehensive screenings and assessments, identify appropriate referrals, and provide advocacy and ongoing coordination/follow-up for clients. Housing Specialists utilize Motivational Interviewing techniques to establish relationships with service provider partners and keep abreast of available resources and communitywide initiatives such as the Coordinated Entry System (CES) for people who are homeless and the Housing First model of care. An awareness of housing-related topics including landlord engagement and mediation, home accessibility, affordable housing, rental assistance, and shelter and homeless services is essential. By assisting clients through education, advocacy, and empowerment, we are able to address risk factors and social determinants of health to help clients achieve and sustain a better quality of life.

Make a Difference Through Action

San Diego delivers a WOW client experience:

* Provides compassionate, responsive, and relevant telephonic responses to calls made to the Housing First San Diego Hotline, Landlord Engagement Line, HOPWA Housing and Information Line, and 2-1-1 General Line.

* Performs in-depth screenings and assessments, collects client information, and sends information via direct referral (if applicable) to most appropriate community service.

* Provides application assistance for public and community services.

* Collaborates with team, direct supervisor, and clinical supervisor to assist with treatment planning, problem solving, and advocacy for clients with complicated housing needs who are lacking resources.

* Identifies and creates case plans for clients and navigates work with clients based on 14 different social determinants of health and barriers to housing stability to help improve the client's housing status and overall health.

* Participates in weekly meetings with the Navigation Team and other housing-related trainings.

* Ensures successful service delivery by continuously monitoring and improving personal productivity, quality scores, client satisfaction survey scores, and efficiency.

* Seeks coaching and feedback opportunities to identify how results can be improved.

* Participates in continuing education activities in order to remain knowledgeable regarding applicable changes in housing services delivery system and eligibility requirements.

2-1-1 Client Data is accurate and complete and can be used to provide community data for system-wide change:

* Accurately documents all client interactions in 2-1-1 and partner systems and explores creative and culturally competent ways to gather necessary information from clients.

* Consistently documents unmet needs to assist in the identification of gaps in services that can be addressed through 2-1-1 data reporting.

* Participates in Navigation Program evaluation and client-based service evaluation activities.

* Collaborates with and serves as a resource to community organizations and 2-1-1 staff in order to share best practices and other information.

* Provides housing-related education to other staff members and trains new team members as needed.

What You Bring

* Bachelor's Degree in the field of Social Work or related field. Associate's Degree combined with relevant experience may be substituted.

* Bilingual English/Spanish required.

* One year of Information & Referral experience or extensive knowledge of housing and homeless services in San Diego County required.

* Must possess excellent client relations/customer service skills.

* Previous call center or heavy telephone work a plus.

* Demonstrated ability to work with vulnerable populations including people experiencing crisis, homelessness, domestic violence, HIV/AIDS, etc.

* Motivational interviewing and strengths based approach skills desired.

* Ability to multi-task in a fast-paced, hectic environment, with prompt attention to client's needs.

* Ability to interact sensitively and effectively with persons experiencing a problem situation or crisis to assess and help problem-solve the situation.

* Demonstrated critical thinking and analysis skills.

* Strong capability in business software programs including MS Office, Outlook and online applications. Please note that Spanish fluency test is required.