Coordinated Entry Specialist

United Way of El Paso County is committed to improving the lives and futures of all people in the community. We bring together expertise, funding and volunteer support to positively impact education, health, basic needs, and financial stability. In partnership with others, we work to eliminate inequities experienced by diverse populations so that all people have a safe, healthy home environment, achieve their educational potential, and increase their financial stability. We commit to building bridges across cultural, racial, religious, and economic boundaries.

POSITION: COORDINATED ENTRY SPECIALIST

REPORTS TO: Director of Strategic Partnerships

PURPOSE: The Coordinated Entry Specialist supports the mission of United Way of El Paso County (UWEPC) by assisting individuals and households experiencing homelessness or housing instability through accessible, consistent, and compassionate Coordinated Entry services. The Specialist conducts intake and assessments, provides resource information and referrals, maintains accurate participant records, and works with community providers to connect households with appropriate housing and supportive services under the direction of the Director of Strategic Partnership.

KEY RESPONSIBILITIES:

Provide accessible Coordinated Entry services by telephone, in person, and at approved community partner locations as assigned.

Use approved assessment, prioritization, referral, and documentation processes established by the Continuum of Care (CoC) and UWEPC.

Work with participants and community partners to identify immediate needs, explore safe housing options, and connect households to appropriate resources.

Maintain timely, complete, confidential data and communicate service barriers and system concerns to the Director of Strategic Partnership.

Coordinated Entry Intake and Assessment

• Respond to participant inquiries, calls, and referrals; explain Coordinated Entry services, eligibility considerations, available resources, and next steps.

• Conduct participant intake, screening, and standardized housing needs assessments using the tools and procedures approved for the local CoC.

• Use person-centered, trauma-informed, culturally responsive, low-barrier, and housing-focused approaches while maintaining professional boundaries.

• Explore diversion and problem-solving options when appropriate to help households identify safe alternatives to homelessness or shelter entry.

• Collect required consents, releases, verifications, and other intake documentation in accordance with established procedures.

• Provide services in English and Spanish as qualified or coordinate appropriate language-access assistance.

Housing Referrals and Navigation Support

• Connect participants to emergency shelter, outreach, housing programs, benefits, and supportive services based on needs and applicable referral procedures.

• Assist with referrals to housing providers and follow up with participants and partner agencies to document referral status and outcomes.

• Support participants in identifying housing barriers, navigating available housing and basic needs resources, gathering necessary documentation, and connecting to appropriate community services and next steps.

• Maintain updated knowledge of community services and share service gaps, referral barriers, and participant concerns with the Director.

• Utilize trauma-informed approaches and de-escalation techniques to support individuals experiencing emotional distress or crisis, maintaining a calm and respectful environment while connecting participants to appropriate crisis intervention resources and escalating safety concerns as needed.

HMIS, Data Quality and Confidentiality

• Create, update, and maintain participant records in the Homeless Management Information System (HMIS) and other approved systems as authorized.

• Enter assessments, referrals, case notes, contacts, and service outcomes accurately and within established timelines.

• Assist with maintaining accurate participant status and by-name or prioritization lists as directed, following approved access and data-sharing rules.

• Review records for completeness, resolve routine data discrepancies, and escalate system or data-quality issues to the Director or designated HMIS support.

• Protect confidential and sensitive information, follow applicable consent and privacy requirements, and use secure information-sharing practices.

• Compile assigned service activity and outcome data for internal monitoring and grant reporting; do not assume responsibility for system-wide reporting or policy compliance determinations.

Community Partnerships and Coordinated Services

• Coordinate with shelters, outreach teams, housing providers, navigators, and other community organizations to support consistent participant access and referrals.

• Participate in case conferencing, referral coordination, team meetings, and relevant CoC meetings as assigned.

• Assist with outreach or scheduled service delivery at community partner sites to improve access for underserved and hard-to-reach households.

• Communicate professionally with participants and providers; document unresolved issues and elevate concerns requiring supervisory or policy decisions.

• Support partner orientation and implementation of established Coordinated Entry processes as requested by the Director.

• Build and maintain strong working relationships with community agencies and service providers through regular communication, site visits, and ongoing collaboration to ensure effective referrals, coordination of services, and access to resources for participants experiencing housing instability or homelessness.

Program Support and Accountability

• Follow UWEPC and CoC Coordinated Entry policies, procedures, assessment standards, confidentiality requirements, and applicable funding expectations.

• Participate in required training, HMIS training, professional development, and supervisory meetings.

• Identify opportunities for process improvement and communicate recommendations to the Director of Strategic Partnership, who is responsible for policy development, approval, system-level oversight, and compliance management.

• Maintain accurate schedules, service records, correspondence, and assigned program documentation.

• Perform other related duties as assigned within the scope of the position.

CROSS-FUNCTIONAL RESPONSIBILITIES: Community Engagement

• Work collaboratively with UWEPC teams to connect individuals and families to available internal programs and community resources.

• Represent United Way of El Paso County professionally at approved community events, partner meetings, and service activities.

• Help build trust with participants and partners while advancing UWEPC’s mission, vision, and core values.

SKILLS AND COMPETENCIES:

• Strong interpersonal communication, active listening, de-escalation, organization, and problem-solving skills.

• Ability to work with individuals experiencing crisis, housing instability, or homelessness with empathy, respect, and sound professional boundaries.

• Ability to manage competing priorities, follow detailed procedures, and maintain timely and accurate documentation.

• Working knowledge of Microsoft Office applications and ability to learn HMIS and other client data systems.

• Ability to collaborate across organizations and handle confidential information appropriately.

• Bilingual English/Spanish communication skills strongly preferred.

Core Competencies for all UWEPC Staff

• Mission Focused: Demonstrates commitment to improving lives and strengthening the community.

• Relationship-Oriented: Builds respectful, supportive relationships with participants and partners.

• Collaborator: Works effectively across programs and organizations toward shared goals.

• Results Driven: Completes accurate work and supports measurable service outcomes.

• Brand Steward: Represents United Way professionally and protects public trust.

Qualifications—Knowledge, Education and Experience

Associate degree in social work, human services, psychology, public administration, or a related field preferred; relevant experience may substitute for formal education. Plus five year of experience in human services, housing navigation, community outreach, client intake, or a related service setting required.

Knowledge of local housing and social service resources, homelessness response systems, and HMIS preferred; training may be provided.

Excellent verbal and written communication skills and an ability to create the internal communication systems needed to engage and build staff ownership of the organization’s goals and objectives at all levels of the organization.

Bilingual Required- Spanish

Must be able to work a flexible schedule with the possibility of early morning, evening, and weekend work.

Valid driver’s license, insurance and vehicle required.

Must pass a background check.

The physical demands described here are representative of those that must be met by an employee. 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 regularly required to sit, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen and occasionally lifting up to 25 pounds.

The employee may occasionally travel using personal vehicle and/or work outside normal office environment. Must possess a valid driver’s license, current auto insurance, and daily access to reliable vehicle.

The above statements are intended to describe the general nature and level of work being performed by the individual in this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of the position. Duties, responsibilities and activities may change at any time with or without notice.

POSITION CLASSIFICATION AND COMPENSATION

Pay: $20.00 per hour.

Schedule: Full-time, Starting 30 hours per week. Assigned shifts may fall between 7:00 AM and 7:00 PM; subject to change.

Classification: Non exempt

This is a full-time position with competitive Benefits (Health, Dental, Life Insurance and Retirement Contributions).

The United Way of El Paso County is an equal opportunity employer. We champion diversity, equity, and inclusion. We take action to ensure equal opportunity and all candidates are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other legally protected status