Homeless Crisis Line Coordinator

Job Type

Full Time


Minimum: $50,000
Maximum: $55,000




9211 Forest Hill Avenue
United States


Homeless Crisis Line: The Homeless Crisis Line (HCL)[1] is the largest Access Point for the Greater Richmond Continuum of Care (GRCoC), serving the City of Richmond, the Town of Ashland, and the counties of Charles City, Chesterfield, Goochland, Hanover, Henrico, New Kent, and Powhatan. The HCL provides phone-based, diversion-focused access for individuals and families experiencing or in imminent danger of homelessness. For more information, please visit http://endhomelessnessrva.org/service-providers/coordinated-entry.


The HCL provides the following services: safety planning; diversion; data entry; and connection to temporary options.


The Coordinator will be tasked with overseeing the multi-agency, system-level Access Point of the HCL. This oversight and coordination will include coordinating diversion specialist and shelter and housing coordination staff; ensuring housing-focused, trauma-informed services to clients; adhering to Continuum of Care and funder policies and standards; and connecting with partnering agencies and providers.

Essential Duties and Responsibilities include the following. Other duties may be assigned as relevant to the facilitation of the Homeless Crisis Line.

  1. Ensuring the implementation of best-practice models/methods services for clients experiencing or at risk of a housing crisis.

  1. Responsibility for training, scheduling, supervising, and evaluating staff on the Homeless Crisis Line.

  1. Acting as a liaison for the Homeless Crisis Line and GRCoC Access to homeless services by regularly and effectively communicating with:
  2. Homeless Service Agencies
  3. Sexual and Domestic Violence Agencies
  4. Law Enforcement
  5. Hospital Systems and Clinics
  6. Service Agencies
  7. Legal Advocates and Legal Representatives

  1. Ensuring the required collection of services, outcomes, demographic information, and other data are correctly and promptly entered and updated in the Homeward Community Information System.
  2. Maintaining accountability systems within program operations that ensure the appropriate use and tracking of emergency financial assistance.

  1. Developing and maintaining a program manual for the Homeless Crisis Line. Maintains and updates a resource guide as appropriate.

  1. Providing leadership and direction for individual staffing and program support meetings.

  1. Providing (as needed) call coverage and assistance for the Homeless Crisis Line.

  1. Facilitating the connections and support for shelter and housing referrals through the Shelter and Housing Coordinator.

  1. Engaging in ongoing program evaluation with the HCL partners and seeking and implementing innovative strategies for improvement.

  1. Coordinating between the organizations that comprise the Homeless Crisis Line to maintain cohesive staffing while balancing the working hours, holidays, professional development, and program and staff meetings for diversion specialists of those organizations.

  1. Supervising interns as appropriate.

  1. Other duties as assigned.

Supervisory Responsibilities:

 Provides direct supervision and direction to the Homeless Crisis Line diversion specialists, as well as the shelter and housing coordinators. This supervision includes:

  • Facilitating on-going training on diversion, mediation, problem-solving, trauma-informed care, HCIS data entry and maintenance, and other relevant skills
  • Assigning and directing special projects
  • Coordinating between the organizations that comprise the Homeless Crisis Line to ensure that the working hours, holidays, professional development, and meetings
  • Managing the Memoranda of Understanding and other documents that define the multi-agency collaboration.
  • Ensuring staff comply with policies and procedures, relevant standards, best practices, and focus towards resolving clients’ housing crises.
  • Convening and leading meetings of HCL partners to address issues.

Education and/or Experience:


  • Degree in social work, counseling, psychology, or equivalent combination of education and relevant experience.  

·      At least two years of experience directing/administering a human services program; this includes researching best-practices, program evaluation, budgeting, and supervising human service program employees.


·      Master’s Degree in social work and ability to provide supervision to interns.

·      Degree with coursework in macro/administrative practice

·      History of work in homeless services or related crisis or human services.

·      Knowledge of homeless services or other human services in the Greater Richmond area

Skills & Requirements:

·      Must have outstanding communication skills including public speaking.

·      Ability to manage homeless services phone lines while maintaining empathic listening and compassionate response skills.

·      Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; as well as provide effective response while in a demanding situation.

·      Ability to maintain personal and professional boundaries.

·      Ability to write professionally in response to internal and external partners.

·      Ability to coordinate the needs and demands of multiple organizations that comprise the Homeless Crisis Line.

·      Detail oriented & strong organizational skills, with the capacity to develop and manage systems that ensure accurate and timely follow-up as well as documentation.

·      Knowledge of computer and office equipment, including Microsoft Word and Outlook.

·      Considerable knowledge of community resources and referral networks, and the capacity to identify and develop relationships with new sources and services as they become available.


[1] Previously known as the Housing Crisis Line. 


Comprehensive benefits package.

Professional Level


Minimum Education Required


How To Apply


Homeward is an equal opportunity employer and we are committed to increasing and enhancing the diversity of our professional team. 

To apply, please send a letter of interest and resume to Melanie McDonald, Operations Director, at mmcdonald@homewardva.org. 

For more information on Homeward and the Greater Richmond Continuum of Care, please visit www.homewardva.org and www.endhomelessnessrva.org.