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15 Apr

Inbound Call Specialist – HDAP/ESG Contract


About Organization

Inland SoCal United Way is a leading nonprofit organization devoted to strengthening the Inland Empire by investing in the lives and futures of those in need. By operating several direct service programs and collaborating with a network of strong community partners, ISCUW seeks to build brighter futures for youth and families in the areas of education, health, and financial stability. ISCUW seeks talented, motivated team members who are passionate about improving our community and who are looking to be part of a dynamic team working to make changes in the Inland Empire.

Job Details

General Responsibilities

Position Overview:

The Inbound Call Specialist will focus on the coordination of clients into housing programs and work closely with individuals who are experiencing homelessness, with or without disabilities, by phone or in person, as needed. They will conduct assessments and work with agencies to facilitate the placing of individuals/families into the housing programs they provide. This will involve working closely with external outreach programs in the community to coordinate the search for individuals experiencing homelessness, as well as to develop and implement new outreach strategies to overcome barriers in the community. This position has two focuses. The first is to provide intake and coordination services using programs like the Homeless Management Information System (HMIS) and the Coordinated Entry System (CES) to connect ESG-eligible individuals meeting the “homeless” or “at risk of homeless” definitions to homeless services and providers; and, if housing is not immediately available, work to identify and secure interim shelter. The second is the Housing and Disability Advocacy Program (HDAP), which entails working closely with clients who need to access emergency shelter/motel housing. This full-time, non-exempt position is funded through June 30, 2021 and carries with it the possibility it may not be renewed if further funding is not obtained. No contract is implied; this position is “at-will” and employment may be terminated at any time by the employee or the employer. This position reports to the CES Manager.

Essential Functions – up to 85%

  • Provide excellent customer service to people experiencing homelessness or a housing crisis
  • Take live calls to assess eligible individuals with prescreening and VI-SPDAT tools. Such assessments may be done in person from time to time
  • Provide clients preliminary assistance such as becoming “document ready” as well as satisfy client’s immediate needs with resources for food, clothing, hygiene articles, medical and mental health services, and other basic needs
  • Record client information in various systems including, but not limited to, iCarol, HMIS, and Excel spreadsheets
  • Work closely with engagement teams, case managers, and/or housing navigators
  • Advocate with other agencies for individuals to receive necessary services and housing
  • Conduct client follow-up and document outcomes
  • Provide Housing Navigation on a case-by-case basis
  • Respond to crises and to calls involving concerns about homeless individuals in need of assistance
  • Document cases through all appropriate systems and create case files for CES, as needed
  • Abide by CES, ESG and HDAP Policies and procedures for implementation of services and guidance for required submissions

Secondary Functions – 15%

  • Perform HDAP outreach by visiting Clients housed motels weekly, or as needed. This includes but is not limited to, notifying clients they must exit emergency motel, clear out motel rooms of client’s belongings, and notifying motel management of any immediate room issues. Additional outreach activities may be required based on need.
  • Attend team meetings, case conferences, training workshops, and community meetings, as assigned by supervisor or as needed
  • Other duties as assigned


  • Experience working with the homeless community, performing outreach and/or providing direct services to individuals experiencing homelessness, preferred
  • Two years of prior comparable work experience
  • Able to listen with sensitivity to other people’s feelings, needs, and point of view; demonstrate respect, tact, and courtesy in expressing options or ideas
  • Recognize opportunities to enhance community relations
  • Passion and desire to work towards ending homelessness
  • Patience to manage critical cases with chronic disabilities
  • Knowledge of local resources and HUD regulations preferred but not required
  • Knowledge of mental health and substance abuse clinical skills preferred but not required
  • Excellent writing skills required, including correct grammar and ability to summarize
  • Proficient computer skills required including competency with MS Office and working with a variety of programs
  • Public speaking experience desirable
  • English/Spanish bilingual preferred
  • Must have reliable transportation, a valid California Driver’s License, and the minimum personal liability insurance coverage required under California law and ISCUW insurance carriers

Physical Requirements

The physical demands described here are a representation of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation to individuals with disabilities to enable them to perform essential functions may be available. While performing the duties of this job, the employee will be required to use machinery such as the telephone, computer, fax machine, and copier. The employee will be frequently sitting, walking, standing and/or carrying objects up to 25 pounds; the employee may also be required to drive for various periods of time. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus due to the regular activities of typing, screen monitoring, and computer usage.

Job Benefits

Benefits include vision, dental, medical, life, AD&D and long-term disability insurance, 11 paid holidays, and accrued vacation and sick leave.

Salary/Pay Rate

Wages $19.00/hour, payable bi-weekly.

Contact Information or to Apply

If interested, please send resume and cover letter to Shirley Velador at svelador@iscuw.org. No calls or agencies, please.

“Inland Empire United Way is an equal opportunity employer. All offers of employment are contingent upon satisfactory background screen and drug test results.”



  • West End San Bernardino/Pomona Valley
  • Other