COC Intake & Referral Specialist
Greenfield, MA Community Services
Job Type

DEPARTMENT: Community Services

POSITION: CoC Intake & Resource Specialist

LOCATION: Greenfield, Northampton, Amherst, Pittsfield/Remote Work from Home

STATUS: Non-Exempt

SUPERVISOR: COC Homelessness Services and Billing Manager


The CoC Intake & Resource Specialist’s primary duties are to support the Three County Continuum of Care’s Coordinated Entry (CE) and homelessness response systems, act as the primary contact for individuals and families experiencing homelessness and housing instability and the service agencies that support them. This position coordinates the referral process for individuals and families seeking housing and shelter assistance through Coordinated Entry by conducting Coordinated Entry assessments, completing data entry and data quality reporting, managing referrals to partner agencies and other resources, training partner agencies, and supporting the management of a Continuum-wide resource database. This position will also perform duties as needed to help individuals and families successfully utilize housing resources through Coordinated Entry, including but not limited to: housing search and landlord engagement and communication with the administering agency for housing assistance payments & financial assistance.


  1. Serve as primary contact for households seeking housing assistance through the Continuum of Care.
  2. Conduct Coordinated Entry assessments, as needed, at various service sites in Franklin, Hampshire, and Berkshire counties using a trauma-informed, strengths-based model
  3. Conduct screening for application assistance, advocacy, education, and budget assessment, as needed.
  4. Coordinate referral process to housing and support resources, including helping households connect to and apply for assistance as needed.
  5. Assist households issued Emergency Housing Vouchers with housing search, connection to needed services, and financial assistance.
  6. Coordinating landlord incentive payments to landlords leasing to households referred through CE system
  7. Take primary responsibility for tracking of referrals to the Coordinated Entry system and other social service agencies
  8. Coordinate other training for CE partners, including housing search, diversion, resource coordination, and housing referral
  9. Take primary responsibility for updating database of Franklin, Hampshire, and Berkshire County resources
  10. Provide resource updates to the Coordinated Entry Specialist and manager of the iCarol/Look4Help database when new information is available.
  11. Follow Coordinated Entry reporting requirements, including entering assessments into the CoC’s HMIS system and completing required Data Elements.
  12. Provide follow-up check-in to households who accessed housing assistance through CE
  13. Maintain high level of customer service following Community Action’s established Customer Service Standards and all applicable guidelines set forth by the program.
  14. Maintain organized referral files
  15. Ensure required data and reporting completed in an accurate and timely manner in accordance with program guidelines.
  16. Become knowledgeable and remain current with the regulations and requirements of CoC and Coordinated Entry program.
  17. Maintain knowledge on the availability and guidelines for resources offered in the Community Action service area. This includes resources offered by Community Action and state benefit programs such as, SNAP, RAFT, LIHEAP and DTA, and a broad range of information about housing including but not limited to, eviction process, resources such as legal assistance, area housing authorities and possible eligibility for housing assistance programs.17. Collaborate with Community Action’s CR&A staff, other social service agencies, participate in community coalition meetings, and conduct outreach in the community to promote the Coordinated Entry system
  18. Work as a team with program staff to support, enhance, and promote communication and consistency in the delivery of services.
  19. When schedule requires remote work, expected to be available for meetings, calls, responding to emails, and conducting regular duties.
  20. Required to travel regularly throughout the service area, to all Community Action sites and service locations, and occasionally out of the service area, including covering various locations (Greenfield, Northampton, and Pittsfield) and travel to various community partner locations to conduct CE assessments and referrals, as assigned.
  21. Attend all required staff meetings, supervision, training and contractual meetings.
  22. Attend mandatory agency trainings and other relevant trainings.
  23. Comply with agency and funders’ paperwork requirements and procedures.
  24. Participate in professional development activities and team meetings.
  25. Maintain strictest confidentiality.
  26. Perform related work as required.

This does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.




  • Associate’s degree in Human Services of related field.
  • Three years of experience in Human Services with at least two years working directly with individuals and families seeking housing assistance or support or applicable work experience working with individuals and families that have low incomes.
  • Knowledge of Franklin, Hampshire & Berkshire region social service agencies and housing resources preferred.
  • Knowledge and Understanding of the needs of homeless youth/young adults and Victims of domestic violence
  • Bi-lingual Spanish preferred.
  • Additional education may be substituted for related experience or additional related experience may be substituted for education


  • Effective listening and interpersonal skills and ability to demonstrate patience and a non-judgmental attitude when dealing with people experiencing crises.
  • Ability to work effectively with individuals and families experiencing homelessness and housing instability
  • Advocacy for cultural and socioeconomic diversity, anti-racism, and the needs of individuals with low incomes.
  • Understanding of/willingness to learn & advocate for trauma-Informed and equitable practices
  • Understanding of/willingness to learn and create community responsiveness to poverty’s effect on individuals and families
  • Proficient computer skills including email, Microsoft Office applications, database programs, calendars, and PDF software
  • Effective verbal (in-person and phone) and written communication skills.
  • Effective organization skills with attention to detail, ability to multi-task and ability to maintain accurate and organized participant case files.
  • Ability to perform basic math computations.
  • Understanding data capture and tracking methods.
  • Demonstrated ability to work both independently, with minimal supervision, and as a team and complete assignments in a timely manner.
  • Demonstrated ability to build positive relationships with participants, community members and organizations.
  • Must be able to represent program and agency professionally in person, in marketing materials and online presence.


The physical demands and work environment described below is 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.

  • Requires sitting for long periods.
  • Working in an office environment.
  • Some bending and stretching required.
  • Extensive use of telephone required.
  • Manual dexterity required for use of calculator and computer keyboard.
  • Must be able to lift 10 – 20 lbs.
  • Specific vision abilities required by this job include vision, color vision, and the ability to adjust focus.
  • The work environment includes indoor office environments or comparable spaces and community spaces, with occasional exposure to outdoor weather when traveling to outreach or meeting sites or when participating in special outdoor events. The noise level varies by sites and meetings.

Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) prior to hire and every three years. Evidence of a good driving record and ability to be covered under Community Action’s non-owned and hired vehicle policy.