Family Services Coordinator

Family Services Coordinator

The Family Services Coordinator serves as a key point of contact for families experiencing homelessness who are seeking support through Interfaith Family Shelter’s emergency shelter programs. This role is responsible for managing the intake line, responding to inquiries, and guiding families through the initial steps of accessing services. As an integral member of the case management team, the Family Services Coordinator helps ensure a welcoming and supportive experience for families as they engage with shelter programs and navigate available resources.

Duties include:

Intake & Diversion Coordination

• Serve as the first point of contact for families calling the shelter intake line.
• Coordinate the intake line, including calling families and maintaining an up-to-date waitlist.
• Conduct initial screenings and assessments to determine eligibility and appropriate referrals.
• Engage families in problem-solving conversations to explore safe alternatives to shelter.
• Provide information and referrals to community resources, housing programs, and financial assistance.
• Stay informed about current basic needs resources to help divert families who may not qualify for shelter services.

Administrative & Program Support

• Assist Family Support Specialists with administrative tasks to support housing outcomes, including printing, copying, scanning, scheduling appointments, and making phone calls.
• Assist with coordination of shelter intakes and transitions.

Collaboration & Documentation

• Work closely with the case management team and Family Services Manager to ensure a positive resident experience.
• Participate in team meetings and contribute to service planning and continuous improvement.
• Maintain accurate records of calls, referrals, and services provided using internal tracking systems.
• Adhere to agency policies, confidentiality standards, and funder requirements.

Other Duties

• Answer calls to general agency line when time allows, handling messages and information to staff members and answering questions from the public on hours of operation, intake processes for emergency shelter and in-kind donations, etc.
• Perform other duties as assigned that are related to the position and support the mission of Interfaith Family Shelter.

Qualifications:

• Education & Experience
  • At least one (1) year of experience working directly with individuals or families experiencing homelessness or housing instability.
  • Bachelor’s degree in social sciences or a related field preferred; equivalent combination of education and experience will be considered.
• Skills & Knowledge
  • Strong interpersonal and communication skills, with the ability to engage compassionately and effectively.
  • Knowledge of human development, trauma-informed care, diversion strategies, and local housing resources.
  • Skilled in crisis intervention and de-escalation techniques.
  • Strong organizational skills and attention to detail in paperwork and data management.
• Technology & Systems
  • Proficiency in Microsoft Office and client data systems.
  • Experience with the Snohomish County Homeless Management Information System (HMIS) or similar client databases preferred.
• Other Requirements
  • Reliable transportation is a must. Valid Washington State driver’s license, insurance.
  • Ability to pass background checks through WSP and DSHS.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Bilingual skills, especially in Spanish, are highly desirable.
• Work Environment
  • Primarily office-based with occasional travel to community sites or partner agencies.
  • May require occasional evening or weekend hours depending on program needs.

Working conditions:

Staff may work with challenging clients and must have the ability to de-escalate caregivers, parents, & youth.

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. 

• Frequently required to sit, talk, move about, hear and speak, and be visually observant of interactions with clients and their children.
• The employee must occasionally lift and/or move up to 20 pounds. 
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate.
• Must have the ability to run up and down indoor and outdoor stairwells in case of      emergency.
• Communicate effectively with clients, staff, other programs, vendors and the public, both orally and in writing.
• Hear voice conversations and alarms.

Interfaith Family Shelter will provide reasonable accommodation to qualified persons with disabilities if requested.

Interfaith Family Shelter is strongly committed to removing barriers and supporting inclusion and diversity in all its forms. We strive to create a safe and open atmosphere for families, individuals, staff, board members, community partners and funders. We learn from the diverse individuals we work with and embrace their unique attributes to ensure we fulfill our agency mission and core values. Interfaith Family Shelter is an Equal Opportunity Employer. We seek to provide equal opportunity for all persons without regard to race, age, color, religion, gender, gender expression, marital status, sexual orientation, military status, national origin, or any other characteristic protected under the law.

Reports to:                  Family Services Manager

Hours:                         Part-time; 20 hours per week

Salary:                         $20 - $22 per hour, depending on experience       

Benefits:                     Non-Exempt

FLSA Classification:  Hourly; Non-Exempt