The Permanent Supportive Housing (PSH) Service Coordinator is a full-time, professional direct-service role dedicated to assisting individuals experiencing homelessness in securing stable housing, income, and ongoing support services. This position plays a pivotal role in helping participants locate and secure suitable housing, providing ongoing assessments, financial assistance, and personalized support to promote long-term stability. The Service Coordinator connects participants to community resources tailored to their unique needs, ensuring they can achieve and maintain stable housing. All duties are performed in alignment with Welcome House’s Core Values: Compassion, Advocacy, Integrity, Quality, Leadership, and Community.
Principal Duties & Responsibilities
1. Service Coordination
• Maintain a caseload of up to 24 households, supporting both scattered-site housing (including Boone County Stability Vouchers) and site-based projects.
• Provide case management services for five Boone County Stability Voucher households.
• Attend the Northern Kentucky Local Prioritization Committee meetings to receive referrals for the PSH NKY, Boone County Stability Vouchers, and Kings Crossing programs.
• Take responsibility for locating referrals, determining participant eligibility, and conducting thorough assessments to identify participants’ housing barriers, needs, and preferences. Develop individualized action plans to address these barriers and guide participants toward securing stable housing.
• Actively assist participants in their housing search by providing housing leads, facilitating connections with landlords, and coaching participants on effective communication and negotiation strategies to improve their chances of securing a rental. Coordinate with property management company for participants entering Kings Crossing units to ensure a smooth leasing and move-in process.
• Complete unit inspections, Welcome House documents, and checklists for initial lease-up, annual assessments, recertifications, interims and exits.
• Complete initial applications, checklists, Vesta intake, and associated paperwork, ensuring all documents are uploaded into Vesta within 3 business days from intake.
2. Participant Engagement
• Meet with participants at least monthly (in-home, at the agency, or off-site) to review budgets, discuss bill payments, and address case-related issues.
• Conduct bi-monthly home visits (or more frequently, based on participant acuity) to address income, housing, and other critical concerns.
• Provide advocacy and support, empowering participants to advocate for themselves when possible.
• Facilitate access to government and non-profit services.
• Provide transportation for participants as needed.
3. Administrative Responsibilities
• Complete annual participant assessments and recertifications, including housing inspections, required documentation, and database updates, ensuring all materials are uploaded into Vesta within three business days.
• Maintain accurate case plans, encounter notes, and all required documentation in a timely manner.
• Upload receipts into the BILL system for payments made by credit card.
• Complete monthly rental and utility assistance forms and submitting monthly to the Housing and Supportive Services Supervisor.
• Enter all ongoing participant data and documentation into the Vesta database within three business days.
Internal/External Collaboration
• Engage new landlords in the 8-county region to explain the program and services, maintaining relationships to ensure landlord retention.
• Collaborate with and Property Management Company (site-based Kings Crossing units) and engage new landlords in the 8-county region to explain the program and services, maintaining relationships to ensure landlord retention.
• Collaborate with landlords/property managers for smooth leasing and move-in processes for participants. Participate in all mandatory agency meetings, trainings, team huddles, program-specific meetings, department meetings, and supervision sessions.
• Represent the agency, Service Coordination team, or Director/Supervisor of Housing and Supportive Services at external meetings as needed.
• Maintain positive public relations and act as a liaison with other community service organizations.
3. Reporting and Evaluation
• Complete all required documentation for PSH in HMIS systems (VESTA), ensuring participant files are accurate and comply with agency guidelines, including intake forms, service plans, and statistical and accounting records.
• Conduct regular file reviews and audits with the Housing and Supportive Services Supervisor and/or Director of Housing and Supportive Services to ensure compliance and accuracy.
• Stay informed about best practices, review and adhere to the agency’s policies and procedures, and maintain a thorough understanding of relevant source materials.
4. Other duties as specified by the Director and/or Supervisor of Housing and Supportive Services
QUALIFICATIONS:
Education:
• Bachelor’s Degree in a related field of Social Work, Human Services, Sociology, or Psychology preferred.
Experience:
• Prior experience working with individuals and families experiencing homelessness preferred. Case management experience is a plus. Experience in homelessness, home visits, substance abuse, or mental health services is desired.
Skills/Specialized Knowledge/Abilities
• Ability to maintain clear personal and professional boundaries with participants.
• Ability to work effectively in changing and demanding environments.
• Prior experience using the Homeless Management Information System (HMIS) is a plus.
• 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
• 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
• Ability to collaborate both internally and externally
• Must possess a valid driver’s license and car insurance
Key Performance Indicators:
• Understands agency vision/mission and how to achieve agency goals
• Understands culture of poverty and works effectively with participants
• Proficient in case planning and engagement
• Proficient in documentation
• Proficient knowledge of Mental Health/Substance Abuse resources
• Proficient in assessment
• Accurate and timely data entry into HMIS.
• Professional participant engagement, demonstrated by consistent communication and follow-up.
• Compliance with policies, grant funding guidelines, and confidentiality standards
WORKING CONDITIONS:
Working Hours/Environment
Work performed indoors, either in the participant’s home or at the agency office, off-site meeting locations, and some duties performed outdoors. The position requires some evening hours and candidate must be able to adapt schedule to participant’s needs as appropriate.
Tools and Equipment Used
• Personal computer, copier, fax/scanner, phone, and other typical office equipment.
Travel
• 30% of the time
Physical and Mental Demands
• Work often done at off-site locations, including occasionally outdoors
• Required to sit at a desk/workstation
• 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/participants via phone or in person
• Body motor skills sufficient to enable incumbent to move between 3 floors and conduct home visits in various settings
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret
Interested parties should submit a cover letter and resume via e-mail to: humanresources@welcomehouseky.org
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.
