Veteran Services Program Specialist

Veteran Services Program Specialist

Location:                 InteCare Administrative Offices, Indianapolis, Indiana

Reports to:             Veteran and Grant Services Program Manager

Supervises:            N/A

This is a Full Time, Salaried, non-exempt, staff level position.  

Job Summary:  This is a line staff level position with responsibilities key to the success of the InteCare SSVF Program to ensure that Veterans and their families have efficient and effective access to the program in order to obtain and maintain permanent housing, as well as needed coordination and linkage to supportive services. 

Scope of Role/Principal Responsibilities:  The following responsibilities include, but are not limited to:

Essential Duties:

Hotline:

Primary responsibility is organizing and managing the SSVF Toll Free referral line that includes initial eligibility screening, entering participants into the InteCare SSVF Portal (Spreadsheet) and referring them to the SSVF Intake Coordinator for enrollment.

Document all calls to the hotline including calls that are deemed ineligible for SSVF into the portal for data purposes.

Provide access to resources for all Veterans who are deemed ineligible for the SSVF program

Responsible for accessing HMIS system to determine eligibility for InteCare’s SSVF program

Responsible for centralized referral contact center and the coordination, monitoring and tracking of all referrals via the InteCare SSVF Portal (Spreadsheet).

Responsible for initial orientation to the SSVF program by ensuring the Veteran is aware of their rights and responsibilities, the program agreement, an overview of the program.

Responsible for collecting documentation from Veterans entering the SSVF program, this includes but is not limited to all intake sections, Veteran documentation, Veteran income documentation, Veteran housing documentation, etc.

Responsible for initial resource connections for emergency food, housing, and medical attention.

Responsible for providing resource and referrals for those who do not meet eligibility for the program.

Responsible for ongoing knowledge of community resources

Maintain confidentiality of all program participants

Responsible for providing diversion and rapid resolution attempts to all Veterans who call the hotline.

Responsible for attending outreach events where resources are provided to assist with providing initial resources to Veteran families.

Veterans Exit from SSVF Program:

Responsible for oversight of SSVF exits including on time completion and providing guidance and assistance to service partners when changes are needed. This may include supporting service partners by using a “walk through approach” (calls, texts, emails, virtual meeting, in person, etc.) when corrections are needed.

Responsible for reviewing the exit checklist for each Veteran exiting the SSVF program.

Responsible for providing feedback to staff on items missing from the exit checklist.

Responsible for ensuring exit knowledge documentation was completed for every Veteran exited from the program.

Storage Unit/Donation:

Responsible for inputting all donated items into the inventory system.

Responsible for organizing the storage unit for quick easy access.

Responsible for scheduling time with case managers to access the storage unit for items for their Veterans.

Outreach:

Participate in outreach activities to provide education about the program and to locate individuals who may be eligible for SSVF services

Reach out and engage Veterans and their families and maintain engagement

Assist Veterans and their families with gathering documentation necessary for enrollment

Serve as advocate of Veterans and their families

Assist in developing policy, procedures, and practice guidelines related to the specialty program using knowledge gained from research or best practices.

Responsible for participating in outreach activities with community providers, other grantees, potential partnerships, and potential landlords to assist InteCare in developing relationships in the community and provide education on the SSVF Program.

Responsible for creating professional relationships with community providers to further assist Veterans with meeting their needs.

Responsible for collecting monthly outreach logs from each subcontracting agency.

Responsible for developing strategies for InteCare to strengthen community relationships and developing partnerships.

Secondary Duties:

Responsible for the execution of the landlord survey on a bi-annual basis

Responsible for back up for the Intake and Coordinated Entry Lead to complete Coordinated Entry Assessments.

Responsible for creation and management of meeting minutes for SSVF staff meetings.

Other duties as required

Required Education, Training, and Professional Licenses & Credentials:  Must have high school diploma or equivalent.   

Expected Professional Requirements, Competencies & Skills:

Extensive overall knowledge of community resources

Excellent writing and interpersonal skills, as well as leadership skills;

Excellent computer skills including proficiency with Microsoft Office applications

Must have excellent communication skills especially when communicating with individuals who are in distress

Must be proficient in use of cell phones and other applicable electronic equipment, as well as social media

Must have Valid Indiana Driver’s License and reliable transportation

Working Conditions:

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is required to sit; walk; use hands to handle, or feel; reach with hands and arms; talk or hear and taste or smell. The employee may occasionally lift and/or move up to 10 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Primarily working out in the community in Indianapolis and the surrounding counties

Participation in team and other meetings as required

Travel is Required up to 40%