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Performs general administrative support duties under the direction of the Rapid Resolution Manager, and assists in the coordination of duties that ensure anyone calling the hotline or walking into the Access Center receives excellent customer service, warm-handoffs and relevant information for their individual situation and needs.


Customer Service

  • Highest level of customer service, including but not limited to; “warm handoffs” to knowledgeable referrals when necessary, always looking to say “yes”.  Personalized approach & follow-up.


  • Review for accuracy and completeness all requests prior to Manager’s final review & signature

  • Research and prepare purchase requests.

  • Track and report match, in-kind and volunteer hours, for CV Housing First.

  • Collect stories, highlights and photos for reporting and PR needs.

  • Responsible for maintaining & monitoring files as well as signing files in and out.

Resource Line/Rapid Resolution

  • Entering into, updating daily, reporting monthly and quality control of the Resource Line Tracking Log.

  • Knowledgeable in each POLM’s grant, services provided and requirements.

  • Broker resources and agency offerings throughout the Coachella Valley. - Update weekly.

  • Engaging persons for the purpose of providing immediate support and intervention, as well as identifying potential services.

  • Facilitating transportation and communication as needed.

  • Initial assessment; crisis counseling; addressing urgent physical/hygiene needs.

  • Assess and assist potential Rapid Resolution candidates with process and application for financial assistance and diversion when possible.

  • Assist in developing guidelines and procedures for Homelessness Prevention applications.

  • Connecting and providing people with information and referrals to homeless and mainstream programs.

  • Other duties as assigned


  • Associates or Bachelor’s degree in Sociology, Psychology, Social Work or related field preferred.

  • One year in related experience with case management services, housing, homeless and mentally ill populations.

  • Spanish Speaking preferred.

  • Computer skills with proficiency in Microsoft Office, Excel and (preferably) Access. HMIS training a plus.

  • Experiences working with individuals that are chronically homeless and/or homeless veterans preferred.

  • Knowledge of Public Housing Authority and Housing subsidies is ideal (ie, Section 8, Shelter Plus Care, VASH).

  • Project a professional demeanor.

  • Strong interpersonal and leadership experience, preferably with supervisory experience.

  • Solid background with maintaining professional accountability.

  • Demonstrated ability to work independently and as part of a team.

  • Strong written and verbal communication skills.

  • Must maintain and execute confidential information.

  • Highly motivated self-starter and ability to coordinate multiple projects/tasks simultaneously in a high-pressure environment.

  • Ability to work with diverse communities and exercise mature judgment.

  • Problem solving and conflict resolution skills.

  • A working knowledge and practice of Motivational Interviewing, Trauma Informed Care, and the cognitive approach to providing social services and development services.

  • A working knowledge of the “hidden rules” and motivating factors and dynamics of social class and generational poverty in America.

Required Qualifications

  • Employment eligibility verification.

  • Reliable personal (not public) transportation available at all times with proof of insurance.

  • Updated tuberculosis test.

  • Successful completion of background screening.

Physical Requirements

​Housing and Outreach Navigators are often required to visit clients in non-conventional locations. Sometimes while carrying supplies and needed equipment. This may include…

  • Walking extensive distances

  • Walking on unlevelled terrain

  • Carrying up to 30lbs for extensive distances

Navigators are also required to work for many hours out of their vehicles making many stops throughout the day.

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