Intake Specialist - Milwaukee, WI

About Guest House of Milwaukee, the largest housing program provider in Wisconsin: · Guest House of Milwaukee, the largest housing program provider in Wisconsin, has been dedicated to addressing homelessness since 1982. Originally a short-term emergency shelter, we now offer a co ...

Job description

About Guest House of Milwaukee, the largest housing program provider in Wisconsin:

Guest House of Milwaukee, the largest housing program provider in Wisconsin, has been dedicated to addressing homelessness since 1982. Originally a short-term emergency shelter, we now offer a comprehensive range of onsite and community-based programs tailored to the evolving needs of individuals facing housing insecurity. As we enter an exciting growth phase, our commitment to client-centered solutions remains steadfast. With over 40 years of experience, our dedicated staff and partners work to create lasting change for our most vulnerable community members. We envision a Greater Milwaukee that prioritizes care and tackles the root causes of homelessness.

We care about the well-being of our staff by providing:

• 11 paid holidays + your birthday paid
• 3 weeks of vacation with 4 weeks of vacation after 1 year
• Paid mental health days
• Paid sick time
• FREE disability insurance
• FREE life insurance
• Health, Dental & Vision Insurance
• We are an eligible employer for public student loan forgiveness
• Growth & Development opportunities

Intake Specialist

The Intake Specialist is responsible for providing initial case management support to "cot" clients — individuals who have not yet been formally assigned to an Internal Case Manager. This position serves as the first point of engagement for guests beginning the case management process and supports the transition into full case management services.

The Intake Specialist performs early-stage assessments, documentation, and service coordination tasks that mirror the initial functions of the Internal Case Manager role. This position also serves as a backup support to Internal Case Managers as needed.

This role is designed as an entry-level pathway into Case Management and requires an Associate's degree (or active pursuit of) in Human Services, Social Work, Psychology, or related field required as a condition of continued employment and advancement.

Essential Duties and Responsibilities

Client Intake & Engagement

• Report daily openings of shelter space and participate in daily shelter call checking for eligibility.
• Contact clients who have been identified on the shelter call to be admitted to an open shelter space.
• Engage newly identified "cot" clients who have not yet been assigned a Case Manager
• Conduct initial client interviews and gather eligibility and identifying documentation
• Administer basic assessments to determine immediate needs and service priorities
• Provide orientation to case management services and program expectations
• Develop preliminary service plans to stabilize clients until assigned to a Case Manager
• Positively and respectfully engage with clients to support goal identification and service connection

Documentation & Data Entry

• Ensure all client records are properly organized and documented according to program and funding requirements
• Accurately enter client data into Gates, agency databases, and Mission Tracker in a timely manner
• Maintain clear, complete, and professional case notes

Service Coordination

• Assist clients with referrals to internal and external resources including employment, benefits, housing readiness, behavioral health, and other supportive services
• Coordinate with shelter staff, case managers, and other departments to ensure continuity of care
• Support smooth transition of clients from Intake Specialist to assigned Internal Case Manager

Program Support & Coverage

• Serve as backup support to Internal Case Managers as assigned
• Assist with group meetings, workshops, and client education activities
• Participate in efforts to improve intake processes and case management workflows
• Attend required staff meetings, trainings, and case conferences

Other Duties

• Perform other related duties and special projects as assigned

Qualifications

• Familiarity with issues related to homelessness, mental illness, and substance use
• Strong interpersonal and engagement skills
• Ability to build trust and rapport with clients
• Strong organizational and documentation skills
• Ability to manage multiple priorities and work independently
• Ability to communicate clearly, both verbally and in writing
• Computer proficiency (Microsoft Word, Outlook, and data entry systems)
• Ability to maintain confidentiality and professional boundaries

Training and Experience

• High School Diploma or GED required
• Minimum of one (1) year of experience working with individuals experiencing homelessness required
• Associate's degree (or active pursuit) in Human Services, Social Work, Psychology, or related field required
• Training in crisis intervention and the ability to independently manage high-risk situations.
• Training in Motivational Interviewing or other client-centered practices preferred.
• Proficiency in Microsoft Office Suite, case management software (e.g., Mission Tracker, Clarity), and electronic health record (EHR) systems.
• City of Milwaukee residency required.
• Maintain a valid Wisconsin driver license, reliable transportation, and vehicle insurance in compliance with agency requirements.
• First Aid and CPR certification a plus.

Competencies

• Managing Change: Maintains stability and professionalism during uncertainty while helping others adjust to changes.
• Written and Verbal Communication: Communicates clearly, respectfully, and professionally with guests, coworkers, and community partners. Produces accurate, timely documentation and case notes that meet organizational standards.
• Strategic/Forward-Thinking: Anticipates guest needs, system barriers, and operational challenges before they arise. Uses strong judgment to plan ahead, prevent issues, and support long-term guest success.
• Initiative: Takes proactive action without waiting for direction. Identifies problems early, proposes solutions, and follows through independently. Demonstrates ownership of responsibilities and outcomes.
• Results Orientation: Focuses on achieving meaningful, measurable progress for guests and the program. Prioritizes tasks effectively, manages time well, and maintains high-quality standards despite competing demands.
• Flexibility: Responds constructively to changes in schedules, staffing needs, guest behavior, and emergent issues. Adjusts approach based on the situation while maintaining professionalism and service quality.
• Advanced Critical Thinking: Assesses complex situations, synthesizes information quickly, and makes sound, timely decisions—especially when guest safety, care coordination, or crisis intervention is involved.
• Advanced Crisis Management: Effectively de-escalates high-stress situations, maintains composure, and applies trauma-informed approaches during behavioral, medical, or safety-related crises. Knows when to engage supervisory or emergency support.
• Leadership: Models professionalism, accountability, and sound judgment. Positively influences team culture, supports peers, and actively contributes to a safe, stable, and collaborative environment.

Work Environment

This job description outlines the general nature and essential functions of the role and is not an exhaustive list of all responsibilities. Work is performed in a homeless shelter environment, which can be fast-paced and unpredictable. Staff may encounter:

• Individuals experiencing medical, behavioral, substance-use–related, or mental health crises
• Exposure to bodily fluids, infectious diseases, and other biohazards consistent with congregate care settings
• The presence of pests (such as bed bugs, lice, or rodents) due to the nature of emergency and transitional housing
• Fluctuating noise or activity levels and occasional disruptive behaviors
• Indoor and outdoor environments, including varying temperatures during support tasks

Essential functions may require standing or walking for extended periods; moving throughout multiple buildings; assisting with client needs; and lifting, pushing, or pulling up to 25 pounds. Additional safety procedures and personal protective equipment (PPE) may be required based on situational risk.

The physical and environmental demands described are representative of those necessary to perform the essential functions of the position. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations will be considered for qualified individuals with disabilities, provided such accommodations do not remove essential job duties or impose an undue hardship on the organization.