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Who we are

The Council for the Homeless (CFTH) operates the Housing Solutions Center, our community’s one-stop access point for over 40 housing assistance programs, including emergency shelter, homelessness prevention, and programs designed for specific populations such as families or unaccompanied youth. Staff and volunteers at the Housing Solutions Center work with clients to assess their housing needs and connect them to their best fit housing solution, as well as connect them to services in the community that will help them on their journey toward safe and stable housing. Housing Coordinators also work closely with partner agencies to understand referral needs and identify those eligible for program.

Who we are looking for

CFTH is seeking a Housing Hotline Team Lead that plays an integral role in ending homelessness within Clark County. Incumbent is responsible for providing excellent customer service, accurate information and direct housing connections to households calling the Housing Hotline. The Team Lead is responsible for appropriately filling shelter space, assisting with motel voucher program needs, creating household profiles, helping to maintain the assessment roster, providing in person and virtual support to Housing Hotline staff through interoffice messaging systems. The Housing Hotline Team Lead provides guidance and coaching to hotline operators around messaging, updating community resources, ensuring data accuracy of the team, and providing clear communication and feedback to the Housing Hotline Manager around any needs or updates of the hotline and the staff.

What you’ll do

  • Answer phone calls to the Housing Hotline, which may include people seeking emergency shelter, housing programs for people experiencing homelessness or housing programs for people at-risk of homelessness.
  • Assist with creating and maintaining the Housing Hotline schedule while ensuring adequate coverage and compliance with CFTH, work-study, PIC, and other program guidelines.
  • Maintain strong boundaries amongst clients and staff while maintaining a trauma informed environment for all.
  • Provide messaging corrections and updates to all Housing Hotline operators.
  • Ongoing and clear communication with Housing Hotline Manager regarding Housing Hotline challenges, staff, Housing Hotline projects and updates.
  • Serve as a crisis interventionist and resource broker, as needed on the hotline.
  • Create, complete, and maintain accurate electronic profiles on each household calling the hotline.
  • Meet all agency confidentiality requirements.
  • Provide superior customer service and respond to household and partner inquires in a timely fashion in all aspects of the role. Establish and maintain positive, productive relationships with colleagues and partnering agencies.
  • Maintain and active presence on interoffice messaging systems, provide support and collaborate with Housing Hotline staff.
  • Consistently comply with position and department safety and attendance standards.
  • Provide orientations and ongoing training, technical assistance and support to all hotline operators. Regularly assesses competency related to program policies and expectations.
  • A willingness to apply a trauma informed and equity lens when communicating with clients and staff.
  • Strong cultural awareness and humility.
  • Ability to accept feedback as an opportunity to improve and excel.
  • Ability to remain empathetic, kind, and nonjudgmental regardless of the situation.
  • Be a positive, self-motivated individual who has demonstrated the ability to work independently and well with others as a member of various teams.
  • Willing to work in an environment with constantly changing priorities and roles without losing enthusiasm for the organization mission.

What we offer

  • Starting pay rate is $20.11 per hour.
  • Full-time, exempt position. May be required to work a few hours on weekends and holidays when needed.
  • 100% employer-paid medical, dental, vision, life insurance, short-term and long-term disability insurance for the employee only.
  • Benefits package also includes 10.25% paid into WA PERS by employer, 12 company paid holidays, and generous paid time off and separate sick time accrual.
  • Meaningful work that addresses affordable housing and homelessness in our community.

What you’ll bring

  • At least two years professional experience working directly with people who are low income and/or homeless or equivalent.
  • Experience working with and/or coaching volunteers/interns.
  • Experience with fostering a strong team oriented work environment.
  • Experience with call centers, hotlines or extensive telephone or virtual communication work.
  • Strong organizational, communication and time management skills.
  • Valid driver’s license and access to automobile required.
  • Experience with de-escalation and crisis intervention on the phone or in-person.

Preferred Education and Experience

  • Lived experience as someone who is low-income or homeless.
  • Speaks a language(s) other than English and/or reflects our diverse community.
  • Experience leading or training staff, volunteers and/or interns.
  • Knowledge of telephone access and/or call center best practices.
  • A degree in Social Work or related field.
  • Experience using databases and conducting screenings.
  • Knowledge of Clark County resources and agencies that serve people experiencing homelessness.

A cover letter and resume are required when applying for this position. For more information on the Council for the Homeless please visit our website at Please note, those candidates deemed to best match our requirements will be contacted for an interview. We do not discuss application status during the selection process. Applications will be reviewed as they come in.

The VHA provides equal employment opportunities to all employees and applications for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as covered veteran in accordance with federal, state, and local laws.