Coordinated Entry System Operations Manager

Position Title: Coordinated Entry System Operations Manager

Supervised By: Chief Strategy Officer (CSO)

Position Type: Full Time, Exempt M-F Days

Location: Hybrid, regular in office work and in person meetings within RI required

Salary: $70,000-$75,000 plus benefits.

Responsibilities and Accountabilities:

The Coordinated Entry System (CES)Operations Manager is responsible for managing all day to day operations of the CES for Shelter and Housing referral operations, Statewide Street Outreach Coordination and the DV CES Bonus Project. The CES Operations Manager will supervise staff members conducting triage, prioritization and placement into Shelter and Housing. This position will supervise the Statewide Street Outreach Coordinator and the Domestic Violence CES Program Coordinator. The Operations Manager will be responsible for the administrative role for call center software (Five9); and overseeing reporting and analytics in both Five9 and HMIS (Homeless Management Information Systems). This position supports the CoC placements committees, bringing together homeless service providers

CE Overall Operations:

• Manage all day to day operations of the Coalitions CE activities for the call center, shelter and housing referrals, including Statewide Street Outreach Coordination and the DV CES Bonus Program
• Responsible for developing the departments Annual Plan to include accomplishing all contractual deliverables, implementing ongoing Quality Analysis and implementing all upcoming department initiatives
• Provide supervision to staff ensuring regular communication, clear deliverables, and accountabilities
• Ensure consistent and thorough communication with CSO related to program updates and/or challenges related to ; Annual Plan or contract deliverable, hiring and personnel management, hiring, key stakeholders, policy and procedures, emergency situations
• Provide weekly or biweekly supervision with all key staff members and facilitate department wide meetings
• Consistently display sound judgment, good boundaries and promote a healthy, positive working environment

Shelter and Housing Placement Operations:

• Ensure that the Coordinated Entry policies and procedures adopted by the CoC are implemented correctly and in line with the CoC’s vision
• Oversee the Help Center personnel and ensure smooth operations of the help center and provide support to immediately address any issues that arise.
• Create and maintain a uniform and coordinated referral process for all beds, units, and services available based on the prioritization and assessment data collected
• Help create opportunities for feedback on the CES process through surveys and input sessions to gain consumer and provider input
• Work with the Coalition HMIS team to provide comprehensive reporting to CoC regarding placements/referrals
• Promote and support “housing first” and other effective national best practice models of Coordinated Entry for shelter and housing of people experiencing homelessness
• Provide and promote training on Coordinated Entry Prioritization and Placement (and other related topics) for the service providers, CoC members, and community partners
• Support automation (wherever possible) for coordinated entry processes including resource prioritization, prioritization list management, and eligibility determination
• Problem solve issues that arise between and among service providers; elevate any emergent situations to the CSO
• Troubleshoot issues and provide technical assistance to providers and stakeholders
• Supports a person-centered referral process, that honors participant choice in decisions such as location and type of housing, level and type of services, and other project characteristics

Statewide Street Outreach Coordination::

• Ensure staffing all Housing Placement Committees (i.e. Vets, Chronic, Youth, Families and Unsheltered BNL) for homeless service system and manage the associated “By Name Placement List”
• Work with HMIS staff to evaluated and ensure accuracy of the placement lists
• Coordinate with and support service providers in ensuring documentation is gathered, complete, and accurate to support swift entry into housing
• Coordinate with the service providers working with the top scoring individuals and families on a weekly basis, to ensure continuous progress towards housing for clients
• Provide training, tracking, and technical assistance to providers and stakeholders to ensure that referrals are successful, only come through this system, and adhere to proper privacy protocols

Other Duties as Assigned

Required Qualifications:

• Bachelor's degree in social work, public administration, human services public policy, data analysis, and/or related field, or equivalent work experience
• 5 years professional experience working in public policy, human services, public administration, or social work.
• Proficiency in Google Suite (Gmail, Google Drive, Docs, Sheets, etc.) and Microsoft Office Suite (Word, Excel, Power Point, etc.).
• Exceptional organizational skills, multi-tasking abilities and attention to detail.
• Must have reliable transportation, a valid driver’s license, and appropriate vehicle insurance.
• Demonstrated proficiency and patience in teaching/learning situations.
• Effective communicator and facilitator, with the ability to demonstrate ability to build and maintain productive professional relationships
• Demonstrated experience working successfully with diverse populations.

Preferred Qualifications:

• Lived experience of homelessness, domestic violence, or housing insecurity.
• Master’s degree in social work, public administration, human services public policy, data analysis, and/or related field, or equivalent work experience.
• 7 years professional experience working in public policy, human services, public administration, or social work.
• Demonstrated expertise in CE and homeless systems.
• Prior experience with HMIS (preferably Bitfocus) and/or human service databases.
• Bilingual speaker (Spanish)
• Love of food, sense of humor, and inquisitive nature!

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Public Administration: 5 years (Required)

Ability to Commute:

• Providence, RI 02903 (Required)

Ability to Relocate:

• Providence, RI 02903: Relocate before starting work (Required)

Work Location: Hybrid remote in Providence, RI 02903