Veterans Service Access Coordinator

Program Overview

Family Promise of the Big Bend is a nonprofit organization committed to preventing and ending homelessness among Veterans and their families through the VA Supportive Services for Veteran Families (SSVF) program. We deliver housing-focused, Veteran-centered services rooted in Housing First principles, collaboration, and accountability.

Position Summary

The Veteran Services Access Coordinator is the first point of contact for veterans seeking services through Family Promise of the Big Bend. This role conducts structured phone intake screenings, collects and documents client information using approved questionnaires, and coordinates referrals to supervisors or appropriate community partners. The Coordinator also makes monthly outreach calls to active and closed clients and uses trauma-informed communication to support de-escalation during emotionally difficult situations and help clients maintain stable housing.

This position focuses on access, engagement, documentation, and coordination, and does not provide case management or clinical services.

Essential Duties & Responsibilities

Customer Service & Communication

• Provide professional, respectful, and empathetic customer service to all veteran clients.
• Communicate clearly and effectively by phone and in writing with veterans, supervisors, community partners, and internal staff.
• Explain program processes, next steps, and expectations in a clear and accessible manner. 
• Serve as the first point of contact for veteran clients.
• Conduct structured intake screenings using approved tools.
• Collect and verify client information accurately and respectfully.
• Maintain a calm, courteous, and solution-focused approach in all interactions.

Veteran Intake & Screening

• Identify immediate needs and route cases to supervisors or county case managers.
• Ensure timely and accurate transfer of information and compliance with agency policies and grant requirements.

Client Outreach & Engagement

• Conduct monthly outreach calls to current and closed veteran clients.
• Provide basic information, reminders, and check-ins.
• Identify changes in client circumstances and notify supervisors as needed.
• Track outreach attempts and outcomes.

Crisis Awareness & De-Escalation

• Recognize when to escalate concerns to supervisors or emergency resources.

Documentation & Data Entry

• Enter client information, screening results, and outreach notes into the client management system.
• Protect confidentiality and sensitive information.
• Other duties as assigned(at the end)

Required Skills & Qualifications

• Strong verbal communication and active listening skills.
• Ability to remain calm and professional in emotionally charged situations.
• Strong attention to detail and organizational skills.
• Ability to follow structured processes and documentation requirements.
• Basic computer proficiency (email, data entry, tracking spreadsheet).

Preferred Qualifications

• Experience working with veterans or military-connected individuals.
• Experience in nonprofit, housing, or social services settings.
• Familiarity with trauma-informed care principles.
• Strong phone-based customer service or intake experience.

Education & Experience

• Bachelor’s degree in human services, social work, psychology, public administration, or related field
  OR
• Three (3) years of relevant experience in intake, outreach, call-center services, nonprofit services, or work with vulnerable populations.

Physical & Work Requirements

• Ability to sit for extended periods and work primarily by phone and computer.
• Ability to manage a moderate to high volume of calls.
• Occasional evening or extended hours may be required based on program needs.
• Occasional travel will be required.