Service Coordinator

Job Title: Service Coordinator

Supervisor’s Title: Program Manager

General Summary: This position is responsible for creating and maintaining a welcoming, professional, and compassionate environment for all individuals engaging with Hope Harbor. The individual must consistently demonstrate a calm, kind, and respectful demeanor when interacting with clients, donors, and staff.

Primary Duties and Responsibilities:

• Ensure the proper care and respectful treatment of Emergency Shelter clients.

• Collect, enter, and maintain accurate and up to date All Doors Lead Home (ADLH) assessments for Emergency Shelter clients.

• Receive and organize all incoming donations of furniture and household goods.

• Support homeless and near-homeless individuals in accessing community resources, including:

  • Gas vouchers

  • Transportation vouchers

  • Household goods and furniture

  • Shelter referrals and information

• Maintain awareness of activity at the front desk and provide support to the Administrative Assistant as needed.

• Accurately and promptly enter data into the Homeless Management Information System (HMIS).

• Perform additional duties as assigned by supervisor or leadership team

Qualifications:

• Pass a complete series of background checks.

• Possess a High School Diploma or GED, although an associate degree in a Human Services or related field is preferred.

• Current CPR and First Aid Certification, or the ability to obtain these within thirty (30) days of being hired.

• Be capable of accurately following written and verbal instructions.

• Possess the ability to communicate effectively; orally, typed, and written.

• Ability to be reliable and punctual.

• Ability to work with people in need in a compassionate and dignified manner.

• Ability to maintain resident, staff, and volunteer confidentiality.

• Ability to de-escalate situations that may arise between residents.

• Must be able to work independently with a minimum amount of supervision.

• Must be able to lift a minimum of 50 lbs. and be able to walk up and down steps multiple times a day.

• Must have strong computer skills (Microsoft Office), preferably with data entry experience and be willing to learn industry software.

General Skills:

• Attendance & Punctuality:
  Reports to work on time consistently and provides advance notice when time off is needed.

• Accuracy & Efficiency:
  Completes work with minimal errors, meets deadlines, and performs tasks efficiently with minimal supervision.

• Productivity & Time Management:
  Consistently performs at a high level; manages time and workload effectively to fulfill job responsibilities.

• Communication Skills:
  Demonstrates clear, organized, and effective verbal and written communication. Actively listens and comprehends information accurately.

• Judgment & Decision-Making:
  Makes thoughtful, well-reasoned decisions; shows sound judgment, creativity, and resourcefulness in solving problems.

• Initiative & Adaptability:
  Takes initiative, seeks out additional responsibilities, identifies problems and solutions, and adapts well to change and new challenges.

• Teamwork & Collaboration:
  Maintains a respectful and cooperative attitude when working with others. Contributes meaningfully to team efforts and supports collective goals.

Essential Duties and Responsibilities:

• Emergency Shelter

  Responsible for the care and oversite of clients in our Emergency Shelter. This includes meeting with clients for assessments, light case management, referrals to other agencies for support, documenting services provided to clients, collaborating with shelter staff for the care and oversite of clients. Assists in distributing emergency services to clients including food boxes, transportation, acquiring identification documentation, medical and prescription assistance, gas vouchers, transportation vouchers. Is responsible for distributing donations to clients including furniture, hygiene products, and other household goods upon availability.

• Client Support

  • Conducts client interviews to assess eligibility and determine and connect them with appropriate resources

  • Helps clients upload and submit required documentation for program eligibility and compliance

  • Reviews applications for accuracy and completeness

  • Provides guidance and support throughout the application process, ensuring clients understand program requirements

• Community Assistance/Front Desk Assistance

  The position will take the lead in managing and issuing transportation vouchers to clients in need. Additionally, this role handles the acceptance and distribution of donated items—including furniture, hygiene products, and household goods—interacting professionally with both donors and clients. The individual in this role will also provide front desk coverage during the Administrative Assistant’s daily lunch break and when they are out of the office. If applicable, the position may also assist with providing translation services to support communication between staff and clients. This role supports the Front Desk in delivering essential emergency services to clients. Responsibilities include assisting with the distribution of food boxes, transportation vouchers, identification documentation, medical and prescription assistance, and gas vouchers.

• Key Responsibilities

  • Assist with the distribution of emergency services, including:

    • Food Boxes

    • Transportation vouchers (oversight and issuance)

    • Assistance with obtaining identification documents

    • Medical and prescription support

    • Gas vouchers

  • Accept, organize, and distribute donations (furniture, hygiene items, household goods)

  • Serve as a professional point of contact for both clients and donors

  • Cover front desk duties during designated times

  • Provide translation services when needed

HMIS Reporting and Documentation

• Accurately documents Emergency Services data in the HMIS (Homeless Management Information System), including:

  • Emergency Shelter applications

  • ADLH (All Doors Lead Home) assessments

• Maintains up-to-date records on client entry, exit, and program participation to ensure accurate tracking and reporting

• Adheres to all HMIS data entry guidelines, expectations, timelines, and confidentiality requirements

• Supports Case Managers and Direct Care Staff by keeping Emergency Shelter client data current and accessible

• Tracks and records inquiries related to shelter, housing assistance, utility assistance, and other services

• Participates in HMIS meetings (primarily virtual) and communicates updates, changes, and data requirements specific to our service area (Region 2)

• Shares relevant HMIS updates and requirements with staff to ensure program compliance and data accuracy