OrganizationThe Haven
TypeFull Time
Application DeadlineJune 24, 2024
College Degree Required?No
Salary Range$60-70,000
Phone434-973-1234 x116


Our community’s Coordinated Entry System ensures there is no wrong door to homeless services across our Continuum of Care. It equitably coordinates access, assessment, prioritization, and referrals to housing and services for people experiencing or at imminent risk of homelessness.

As the CES / System Improvement Manager, you will be responsible for the implementation and ongoing administration, development, and improvement of our community’s Coordinated Entry System (CES). You will support key initiatives related to reaching “functional zero” for Veteran and Chronic homelessness, including:

+ Increasing community buy-in to continuously improve the quality of the Coordinated Entry System
+ Increasing accurate, community-wide use of the By-Name List in the Homeless Management Information System (HMIS)
+ Preparing for and following up on bi-monthly community case conferencing meetings for Veterans and Chronically Homeless individuals.

You will have a strong understanding of how these initiatives are integral to community-wide collaboration and coordination efforts, as well as how they contribute to positive systems change. You will identify areas for improvement and work to implement system-wide policy and process changes, directly impacting client outcomes by reducing barriers to resources and increasing programs’ effectiveness.

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

Supervise CES department staff

+ Support Screening Specialists, Homeless Information Line (HIL) Operators, and Homeless Information Liaison in connecting clients to local services through information and referral, as well as through addressing barriers to maintaining or securing stable housing
+ Ensure timely responses to HIL voicemails, eligibility appointment scheduling, and clarity/accuracy of information provided to callers
+ Maintain a working knowledge and online listing of CoC service provider eligibility requirements and programming
+ Support for all CES Department staff, which includes availability by email and phone during working hours, Monday through Friday
+ Monitor quality of intakes and provide feedback to HIL and CES staff
+ Engage in biweekly supervision meetings with all direct reports

CES/system improvement administration, operations, and data management:

+ Oversee the collection and assessment of information about people at risk of or experiencing homelessness including basic demographic data, simple history and their medical, housing, and social services needs
+ Update data in HMIS on a weekly basis to ensure that the By-Name Lists of people experiencing homelessness are current and accurate
+ Provide technical assistance and support for homeless service provider partners who use HMIS and the By-Name Lists
+ Review of frequency, accuracy, and timeliness of reporting in HMIS
+ Serve as point of contact for Pathways MISI (HMIS vendor)
+ Manage data reporting using the HMIS database system
+ Maintain the intake calendar
+ Prepare and submit required reports using HMIS for state-funded homeless service programs:
+ Prepare monthly and quarterly system-performance reports
+ Create and update referral documents within HMIS system (e.g., online referral form for RRH)
+ Update HIL voicemail recording with information about eligibility appointments and turnaround time for callbacks
+ Lead continual CES and other system quality improvement efforts, including collecting feedback from clients and partners
+ Monitor CES budget expenses and participate in budget planning
+ Review and update policies and procedures as necessary that relate to HMIS, the By-Name List of people experiencing homelessness, and client case conferencing
+ Run bi-weekly data quality reports in HMIS and work with HMIS users to correct data quality errors

Haven Interdepartmental collaboration

+ Attend Day Shelter and Housing Team meetings monthly
+ Attend management team meetings
+ Attend bi-monthly all-staff meetings
+ Attend semi-annual staff retreats
+ Communicate messaging and language in regards to access/eligibility for intake to Day Shelter and Housing staff
+ Prepare discussion items for and engage in weekly supervision meetings with the Executive Director
+ Contribute to the development and refinement of organizational procedures and protocols
+ Maintain impeccable confidentiality on matters including sensitive guest issues, staff performance issues, and donor information

CoC and other community engagement

+ Work closely with the Continuum of Care lead agency (Blue Ridge Area Coalition for the Homeless, or BRACH) on projects and tasks related to systems evaluation and improvement
+ Lead weekly Coordinated Entry System meetings
+ Plan and prepare for biweekly Community Case Review (CCR) Meetings with BRACH
+ Record CCR meeting minutes and distribute for corrections or revisions
+ Communicate and coordinate with and between homeless service provider partners to ensure that action steps recorded at CCR meetings are ultimately successful
+ With BRACH, prepare and present reports on progress with collective efforts to reach functional zero, as well as prepare and submit applications for funding to support such efforts
+ Attend Service Provider Council meetings and other community partner meetings where referrals to CES are being discussed (Louisa County Housing & Homeless Coalition; Re-entry Councils for Charlottesville and Louisa)
+ Attend weekly Built for Zero meetings and maintain list of homeless Veterans using HMIS data
+ Plan and strategize with BRACH, City, and other CoC organizations for CES and other systems
+ Develop working relationships with local organizations to ensure that providers in our service area are knowledgeable about the resources available locally
+ Serve as Data Lead for Built for Zero, including conducting a quarterly review of collective efforts to reach functional zero of Veteran and Chronic Homelessness, and identifying areas for improvement within those efforts

Pursue and participate in professional development opportunities

+ Seek out and participate in professional development opportunities and trainings relevant to role and leadership responsibilities, as well as to The Haven’s mission
+ Stay up-to-date on best practices and trends in the field (trauma-informed care, harm reduction, etc)

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 anti-racist, trauma-informed, person-centered, and strengths-based responses to human beings
+ Communicate clearly, thoroughly, and with outcomes/solutions in mind
+ Foster a culture of collaboration, mutual support, creativity, and excellence within the CES team and Continuum of Care
+ Demonstrate ability and willingness to disagree constructively while options are being considered, and to then fully commit to the ultimate decision, even if it isn’t the decision you would have made
+ Demonstrate belief that people are doing the best they can with what they have
+ Use person first language
+ Do not assume to know a person’s pronouns or racial or ethnic background
+ Develop creative solutions that meet as many needs as possible

Demonstrate understanding that

+ Housing is the solution to homelessness
+ All humans can thrive in housing
+ Humans grow, develop, and change in ways that are non-linear
+ Humans are doing the best they can with the information and resources they have in the present moment
+ There are many ways to reach a goal
+ Each human being is the expert of their own life who knows what they need in order to meet their goals
+ Behaviors perceived as challenging are often the expression of unmet needs

Skills Required

+ Compassion for all people, especially those in crisis
+ Demonstrated success leading and managing a department or team
+ Knowledge of HUD Continuum of Care structure and policies
+ Experience and confidence using electronic databases
+ Exceptional verbal and written communication skills
+ Understanding of personal/professional boundaries and self-care practices and ability to consistently implement them
+ Ability to improvise, problem solve and adapt to changing circumstances
+ Facility with computer software and ability to learn new software programs
+ Reliable, punctual, detail-oriented, and organized

Work Schedule

40 hours, Monday – 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 and families 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, Clients, and colleagues. We celebrate and thrive on our differences and welcome everyone’s unique contributions.


+ Health insurance premium stipend + HSA contribution
+ 30 days of PTO + 14 paid holidays per year
+ Wellness stipend
+ Child care stipend
+ Paid parental leave
+ Retirement fund matching
+ Sabbatical program