Homeless Information Line (HIL) Operator

Description

Job Title: Homeless Information Line (HIL) Operator

Reports to: CES/System Improvement Manager

Employment Type: Part-time, non-exempt (4 hours/day, Monday to Friday)

Compensation: $24/hour

As a Homeless Information Line (HIL) Operator, you will serve as the first point of contact for Clients entering our system of care. You will recognize and respect our Clients’ full autonomy to decide how they engage with the services we offer. Managing the HIL, you will conduct initial eligibility screenings with Clients over the phone, offering trauma supportive guidance, referring them to appropriate community resources, and assisting with system navigation. You will use the Homeless Management Information System (HMIS) database to maintain Client documentation and notes promptly and accurately, contributing to our community’s overall program efficiency and data quality. This position requires an enthusiastic commitment to the values of trauma-informed care and principles of the Housing First model. It embodies the ideal of radical hospitality for all.

After the initial orientation period, this position can be primarily remote. Occasional on-site meetings and training will be required. 

The Haven is an equal opportunity, second chance employer. We encourage people who have experienced oppression or were formerly incarcerated to apply, as well as those who feel particularly called to The Haven’s mission even if you do not yet possess all the preferred skills for this role.

Job Duties

• Consistently embody the guiding values of The Haven when interacting with human beings:
  • Respond to human beings with radical hospitality, unconditional positive regard, and a commitment to the principles of the Housing First and Harm Reduction models 
  • Practice and promote antiracist, trauma-informed, person-centered, and strengths-based responses to human beings
  • Communicate clearly, thoroughly, and with outcomes/solutions in mind
• HIL administration:
  • Respond to Homeless Information Line (HIL) inquiries and voicemail messages within 72 business hours of receipt 
  • Provide information to Clients regarding community programs and services
  • Schedule eligibility appointments for Clients with CES Department
  • Determine Client eligibility for services and refer to appropriate programs or resources
  • Recognize and respect full autonomy of Clients to decide how they engage with services
  • Conduct financial screenings to determine eligibility for assistance
  • Complete related documentation, including entering Client Notes and other information into Homeless Management Information System (HMIS)
  • Assist Clients in completion of necessary applications
  • Assist Clients with navigation of Continuum of Care and other system services and resources
  • Perform a variety of clerical functions in support of program activities, including submitting invoices for financial assistance to appropriate partner organizations
  • Attend weekly CES Department meetings
  • Provide regular updates and progress reports to supervisor
  • Pursue professional development opportunities as well as attend staff development events as assigned
  • Contribute to the development and refinement of procedures and protocols necessary to operating The Haven’s programs
  • Attend semi-annual staff retreats
  • Able and willing to disagree constructively while options are being considered, and then fully commit to the ultimate decision, even if it isn’t the decision you would have made 
  • Consistently demonstrate basic understanding of the programs and services of The Haven and the local Continuum of Care for people experiencing homelessness
• Organizational and CoC-wide collaboration:
  • Attend weekly community-wide Coordinated Entry System meetings
  • Establish positive relationships with Housing and Day Shelter staff to facilitate Client communication and assistance process
  • Establish transparent, collaborative, empathetic, and trusting relationships with Clients and partner organizations to promote and support positive outcomes

Skills Required

• Compassion for all people, especially those in crisis
• Helpline experience a plus
• HMIS experience a plus
• Ability to provide clear direction, instruction, and feedback to Clients and coworkers
• Understanding of personal/professional boundaries and self-care practices and ability to consistently implement them
• Strong verbal and written communication skills 
• Ability to improvise and adapt to changing circumstances
• Comfortable with computers and able to learn new software programs
• Reliable, punctual, detail-oriented, and organized 
• Access to reliable transportation

Work Schedule

20 hours/week (4 hours/day, Monday to Friday)

Additional Info

About The Haven:

The Haven’s mission is to provide a safe and welcoming space for people experiencing homelessness or extreme poverty, supporting individuals as they pursue stability through connections to resources and creative housing interventions. Located in downtown Charlottesville, Virginia, trained staff and dedicated volunteers at The Haven practice radical hospitality, opening the doors wide for any and everyone, no matter their circumstances.

At The Haven, we value the diversity of backgrounds, experience, perspectives, and skill sets that we collectively provide to our community, guests, and colleagues. We celebrate and thrive on our differences and welcome everyone’s unique contributions.

Benefits include:

• Generous PTO policy
• Wellness stipend
• Child care stipend
• Retirement fund matching