Intake Diversion Manager

Description

The Intake Diversion Manger is a passionate, responsible, and experienced professional who helps lead the daily operations of the King County Family Emergency Shelter Intake Line. They provide crisis care over the phone; conduct assessments to determine families’ housing, shelter, and referral needs; and train and mentor Intake Diversion Specialists. The Intake Diversion Manager coordinates information for all emergency family shelter programs across King County, maintains positive relationships with external providers and internal teams, and ensures that all data is entered and updated in an accurate and timely fashion. 

The Intake Diversion Manager actively engages in Mary’s Place racial equity work – striving for racially equitable outcomes and taking responsibility for creating, maintaining and affirming communities for people of color, immigrants and refugees, trans and gender-non-conforming people, and other populations who routinely encounter systemic oppressions. 

This is a full-time position and reports to the Director of the Intake Services.  

This is an exempt role that supervises a team of Intake Specialists. The position has a base schedule, determined in conjunction with the Director of Intake Services. The position requires flexibility and willingness to work outside the base schedule to provide on-call crisis response and address staffing needs.  This position requires flexibility to work some weekends, evenings and holidays.  

Salary: The compensation for this position starts at $78,000 DOE.

Key Responsibilities 

User Experience & Caller Relations (40%) 

• Field calls; proactively create a welcoming and affirming environment; ensure the team provides callers with high-quality customer service 
• Ensure the team is skilled at diversion conversations, motivational interviewing, and resource navigation; engage callers in diversion conversations and assist them with resource navigation 
• Listen and collect information in a compassionate and trauma-informed manner 
• Respond effectively to callers, utilizing active listening skills, thorough assessment, and problem-solving techniques 
• Ensure team upholds professional boundaries with callers 
• Administer a standardized screening tool to assess needs and determine callers’ eligibility for services 
• Ensure team reviews Intake Line voicemails and text messages and follows –up in a timely manner 
• Explore and propose process improvements to improve families experience with the Intake Line 
• Engage on-demand interpretation services to communicate with callers in their preferred language 

Supervision & Training (25%) 

• Interview, onboard, and train new hires in coordination with Director 
• Conduct regularly scheduled 1:1 supervision meetings with each direct report; mentor staff and manage performance; review and complete timesheets and performance reviews 
• Facilitating organizational workshops (e.g. Professional Development Days & New Hire Orientations) as needed 
• Build and maintain high levels of competency around all Intake Immersion Checklist materials 
• Support and coach Intake Specialists on fielding challenging calls and navigating local resources 
• Serve as a team leader; inspire each individual team member to achieve their highest potential; model accountability and consistency 

Operations & Data Management (25%) 

• Track shelter bed listing, fill open beds, coordinate severe weather tracking, and oversee daily and master caller spreadsheets 
• Collaborate with Director to ensure adequate coverage of the Intake line; help manage a daily schedule of Intake Specialists; secure emergency coverage as needed 
• Ensure shift data entries in Mary’s Place databases are accurate and completed in a timely manner  
• Partner with internal team members to explore transitioning Intake Line data tracking to HMIS 
• Help Director plan and facilitate monthly departmental staff meetings 
• Handle and protect sensitive caller information; maintain confidentiality 
• Ensure that available beds are offered to families who are most vulnerable 

Partnerships (10%) 

•  Ensure team completes daily referrals to Mary’s Place’s Outreach Team for families who do not get into shelter 
• Liaison and meet with community partners, as directed 

This position description generally describes the principal functions of the position, the level of knowledge and skills typically required, and the general scope of responsibility. It is not intended as a complete list of specific duties and responsibilities and should not be considered an all-inclusive listing of work requirements. Individuals will perform other duties as assigned. 

Requirements

Skills/Qualifications  

• Two or more years of experience working in social services or a related field, including experience working with people experiencing homelessness  
• Two or more years of experience supervising staff 
• Two or more years of experience working at a call center 
• Understanding of the effects of systemic racism and its intersection with poverty and homelessness  
• Proven ability to form positive relationship with callers and staff and to work collaboratively in a team-oriented environment 
• Fluency and literacy in English; fluency Spanish, Portuguese, Lingala, French, and/or Tigrinya highly preferred  
• Demonstrates sincere concern, caring, and desire to provide excellent service to callers and holds team members to the same standards  
• Advanced knowledge of the diversion approach and experience facilitating diversion conversations 
• Advanced proficiency using Microsoft Office Suite (including Word, Excel, PowerPoint, Teams, and SharePoint) and demonstrated ability to learn other software and database programs quickly; experience with Agency/Chasers and Ednetics software preferred 
• Expert knowledge of community resources for families experiencing homelessness 
• Commitment to racial equity and social justice  
• Demonstrated problem solving, conflict mediation, and crisis management skills  
• Ability to work both independently to manage tasks as well as part of a collaborative team and to inspire other team members to their highest potential  
• Ability to set and model appropriate boundaries and maintain professional demeanor in an environment that can be high stress  
• Attention to detail, excellent organizational and time-management skills  
• Highly motivated, resourceful, flexible, and professional; able to maintain a positive attitude, remain calm and display a sense of humor even under pressure  
• Excellent written, verbal, and interpersonal communication skills, including active listening, motivational interviewing, and meeting facilitation skills  
• Exhibits compassion and empathy; works well with people of all backgrounds and identities 

Physical Requirements  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• While performing the duties of this job, the employee is regularly required to talk and hear 
• Ability to use a computer and telephone, as well as other standard office equipment
• The employee is frequently required to handle, type, reach, and grab; and requires the ability to occasionally push, pull, lift and/or carry supplies up to 25 pounds 
• Work takes place in a social services environment where long periods of sitting, working on a computer, and moving between various work areas 
• Travel to program sites and meetings outside the office and around the county are necessary 
• Ability to work in an environment where there may be animals present, including dogs 

In 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.

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 rates 

· Basic Life insurance of $50,000 at no cost to employee; option to buy additional coverage 

· 403(b) plan with 50% employer match on the first 6% employee contribution. Eligible to participate upon hire; eligible for match after first year of employment 

· Unlimited use ORCA pass for a small deduction per pay period 

· Starting at 10 days paid time off (PTO) each calendar year 

· 10 days of sick time each calendar year 

· 10 days of flexible floating holidays each calendar year (accrued 40 hours on Jan. 1 and July 1, and pro-rated during first year) 

· Employee Assistance Program 

Mary’s Place is an Equal Opportunity Employer. We value a diverse workplace and strongly encourage women, people of color and other underrepresented groups, LGBTQ individuals, people with disabilities, foreign-born residents, and veterans to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

How to Apply 

Applications accepted until the position is filled. 

marysplaceseattle.org 

Salary : $50,000 - $78,000