Client Support and Service Coordinator/Intake Specialist

Client Support \& Service Coordinator / Intake Specialist

Housing is Recovery (HiR)

Location: Elgin, IL 60120

Pay: $22\.20 - $26\.64 per hour ($46,176 - $55,411 annually)

Schedule: Full Time, Non-Exempt (40 hours/week)

Work Arrangement: On-site (hybrid eligible after 6 months)

About Us: Volunteers of America is a national, faith-based nonprofit founded over 125 years ago. VOA Illinois delivers strength-based, trauma-informed, and culturally sensitive programs across the state.

We are a certified Great Place to Work and proudly promote from within — over 50% of our workforce has advanced into new roles within the organization. We continue to innovate and evolve based on the needs of the communities we serve. Check out our careers page to find more opportunities at Careers - VOA Illinois.

Program Overview: Housing is Recovery (HiR) is a program to prevent persons with serious mental illness at high risk of unnecessary institutionalization, persons with substance use disorder at high risk of overdose due to homelessness, a lack of access to recovery support services and repeat cycles of hospitalizations or justice system involvement from being institutionalized or dying. This goal will be accomplished by enabling affordable housing using a bridge rental subsidy combined with access to recovery support services or treatment.

Position Summary: The position serves as a subject matter expert in eligibility requirements for all services offered by VOA Illinois, ensuring that every participant is connected to all programs for which they qualify and have identified needs. The role actively identifies and pursues opportunities for additional supportive services through private, local, state, and federal resources to enhance participant outcomes. The position is also responsible for maintaining accurate and timely documentation of all contacts with clients, providers, and family members, and ensures high‑quality data entry using systems such as EchoVantage and HMIS. This role plays a critical part in supporting service coordination, compliance, and the overall effectiveness of program delivery across the organization.

Work Environment \& Schedule:

• Full-time, in-office position averaging 40 hours per week
• Eligible for at least one remote workday per week after Initial Training Period of 6 months
• Valid driver’s license required
• Ability to lift up to 50 lbs.
• Physical demands include sedentary work, computer use, and frequent communication with clients, colleagues, and partners involved in client support.
• Must be able to travel within the community, transport clients when necessary, and assist clients in and out of vehicles.
• This position reports to the Program Manager for the HiR program and has a dotted line to the Program Manager for the Intake Team.

What You’ll Do:

• Serve as the primary point of contact for individuals seeking information or enrollment in the Housing is Recovery Program; providing clear guidance, support, and connection to next steps.
• Manage all incoming referrals and oversee the full intake process to ensure timely, accurate, and seamless enrollment of clients into appropriate services.
• Provide general case management—including assessment of social, psychological, and physical needs, and development of an individualized service plan—for clients who are not receiving these supports through the broader service community
• Conduct home visits a minimum of once monthly for each assigned case.
• Complete housing inspections for clients, when appropriate.
• Provide clients with support and monitors progress on the service plan.
• Deliver services with sensitivity to the clients’ cultural and socioeconomic characteristics.
• Serve as a liaison between community agencies, service providers, and clients.
• Use the least intrusive intervention necessary to alleviate a problem situation.
• Facilitate and monitor service delivery to clients to ensure they are appropriate, timely, and satisfactory.
• Educate clients on service availability, application procedures, client rights, etc., both individually and as a group.
• Advocate and negotiate on behalf of clients for adequate, timely, and cost-effective provision of services.
• Meet with service providers as needed and appropriate.
• Complete outreach activities, engage community stakeholders, and complete all intake and enrollment assessments for prospective participants.
• Is an expert in eligibility requirements for all services offered at VOA Illinois and ensures participants are enrolled in every service for which they are eligible and in need of.
• Pursue avenues for additional service through private local, state, and federal sources.
• Document contact with clients, providers, and families.
• Use databases such as EchoVantage and HMIS for data entry.
• Uphold the mission and values of VOA Illinois at all times.

Other Duties: As assigned by supervisor.

Qualifications

Required:

• Position requires a bachelor’s degree from an accredited college or university. Acceptable degrees include those related to human services.
• Position requires some demonstrated experience in the helping/service field.
• Experience in service management, including organizing, problem solving, and advocating.
• Experience and demonstrated proficiency/success in leveraging and working with community resources.
• Ability to communicate effectively and maintain good relations with clients and employees.
• Excellent communication, writing, problem solving, and organization skills.
• Must be proficient in Microsoft Office, with especially spreadsheets, databases, and reporting tools.

Preferred:* Knowledge of local social service and behavioral health resources

• Experience with advocacy, intake, care coordination, or crisis intervention

Compensation and Benefits:

We offer a competitive benefits package including:

• Medical Dental, Vision
• 403(b) with employer match
• Generous Paid-Time Off
• On-Demand Pay: Early wage access through Payactiv
• Public Service Loan Forgiveness (PSLF) eligible employer
• Life Insurance
• Flexible Spending Account (FSA) / Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Referral program

VOA Illinois provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status or any other characteristic protected by state, federal or local law.

Reasonable accommodations will be considered to qualified applicants and employees with disabilities upon request.