Intensive Outreach Service Coordinator

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Posted 5/9/2017

Intensive Outreach Service Coordinator

The Intensive Outreach Service Coordinator is a full-time professional, direct service position responsible for working with clients who are homeless or at risk of becoming homeless to develop appropriate case plans and goals for obtaining stable income and housing.  This position also provides on-going assessment and support to clients with mental illness and helps clients utilize community resources to meet their individual needs.  This position performs duties in accordance with Welcome House Core Values, including: Ethical, Collaborative, Client-Centered, Accountable, Professional, and Passionate.

1. Service Coordination
•Maintain caseload of up to 10-12 intensive mentally ill clients.
•Regularly meets (as needed) with clients in the office or off site to discuss and review issues that impact client income and housing, review client service plans for stability and self-determination.
•Conducts a home visit at least weekly with each client and in the month prior to HUD recertification to ensure compliance with HUD requirements.
•Coordinates clients’ access to government services and other non-profit services.
•Advocates for clients when necessary, and empowers clients to advocate for themselves, when appropriate.
•Maintains accurate and up-to-date documentation of client service plans, case notes, change of status documents and other reporting and tracking forms.
•Provides transportation for clients/client families, as needed.

2.  Outreach
•Providing essential services necessary to reach out to unsheltered homeless people; connect them with emergency shelter, housing, or critical services.
•Provides transportation for clients/client families, as needed.
•Provide outreach services to the homeless population in the community, on the streets and in homeless camps.
•Collaborate with the Mobile Outreach team to assist in connecting clients to services.
•Responsible for providing documentation of homelessness in collaboration with the Service Coordination team as well as the Mobile Outreach Team.
•Provides transportation for clients/client families, as needed.

3. Internal/External Collaboration
•Collaborates with the Mobile Outreach Team to assist clients in accessing resources.
•Works as a part of a service coordination team with Welcome House Employment, Benefits/ Income Department and Housing Services to provide a continuum of quality services to clients.
•Provides respectful and collaborative support to service team members and shares responsibility with all team members for client outcomes.
•Represents the agency, Service Coordination team and/or Director of Service Coordination Services at outside agency meetings on an as needed basis.
•Maintains positive public relations and serves as a liaison with other related community services.

4. Administration
•Maintains up to date client list.
•Keeps accurate data on all clients and assists the Director of Service Coordination Services with data gathering and reporting, as needed.
•Provides information to the Director of Service Coordination Services for quarterly and annual reporting purposes.
•Provides analysis of data and outcomes to the Director of Service Coordination Services, when requested.

5. Other duties as specified by the Director of Service Coordination Services.

•Bachelor’s Degree required, Master’s Degree and Licensee desired or equivalent

•A minimum of 3-5 years’ experience in the social service field
•A minimum of 2 years working in the mental health field

Skills/Specialized Knowledge/Abilities
•Proficient knowledge of mental illness
•Proficient in problem solving techniques and have a high capacity to think critically
•Proficient ability to communicate both verbally and in writing
•Proficient ability in conflict management
•Proficient in engagement practices
•Experience and skills sets to be a mentor to team members
•Advanced to work independently as well as part of a team
•Advanced ability to develop community resources and networking ability
•Increased knowledge of and involvement in community resources/partnerships
•Proficient knowledge of Mental Health/Substance Abuse resources
•Strong leadership ability
•Ability to collaborate both internally and externally

Key Performance Indicators:
•Understands agency vision/mission and how to achieve agency goals
•Understands culture of poverty and works effectively with clients
•Proficient in service planning and client engagement
•Proficient in documentation and have to ability to train staff
•High Involvement in community partnerships
•Proficient knowledge of Mental Health/Substance Abuse resources
•Provides training, coaching and mentoring of service coordinators
•Proficient in job readiness
•Proficient in assessment
•Participating in leadership responsibilities within service coordination team and agency
•Ability to understand and contribute to quarterly and annual reporting
•Takes on leadership role in departmental and cross-functional compliance

Working Hours/Environment
•Work typically performed in an indoor, 3-floor office building with stairs only and in the community

Tools and Equipment Used
•Personal computer, copier, fax/scanner, phone, and other typical office equipment.

•Minimal- of 50% of the time.

Physical and Mental Demands
•Ability to walk short distances on possibly uneven terrain
•Frequently required to sit at a desk/workstation for long period of time
•Ability to work at a computer terminal for extended periods of time
•Digital dexterity and hand/eye coordination in operation of office equipment
•Ability to speak to and hear employees/clients via phone or in person
•Body motor skills sufficient to enable incumbent to move between 3 floors
•Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret
•Minimum lifting up to and above 50 pounds

Interested parties should submit a cover letter and resume via e-mail to:, or
205 West Pike Street; Covington, KY 41011

Welcome House is an equal opportunity employer. Employment selection and related decisions are made without regard to gender, race, age, disability, religion, national origin, color, gender identity, sexual orientation, veteran status or any other protected class.


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