Job Description

Job Summary:  Work directly with individuals who are experiencing homelessness. Maintain a safe, orderly, and caring environment while assisting clients with their daily needs, including meals. Provide support and referrals to service providers to expedite clients’ opportunities to obtain employment, benefits, and stable housing so they may become self-sufficient and end their homelessness. 

Essential Functions:

Provide direct client support:

  1. Register new clients, explain agency rules and policies;
  2. Perform daily check-in of clients in Homeless Management Information System (HMIS);
  3. Attend to client needs, answer questions, resolve problems and escalate to Lead when necessary;
  4. Monitor bed occupancy to ensure maximum usage;
  5. Conduct daily/random room checks ensuring conditions are safe and clients are adhering to shelter policies and procedures;

Work as a team to provide efficient operations:

  1. Answer and direct incoming calls, provide information;
  2. Communicate and collaborate with other CASS departments and employees and outside agencies;
  3. Assist in the receipt and distribution of client meals;
  4. Maintain adequate and organized stock of office and cleaning supplies and hygiene items; distribute hygiene items to clients as needed;
  5. Supply clothing, bus tickets, haircut vouchers, etc.;
  6. Prepare Incident Reports (IR)and other reports;
  7. Maintain a clean, organized work area; wipe down counters and chairs on every shift;
  8. Facilitate onsite events, workshops, and meetings

Work with vulnerable populations to build an effective housing-focused case plan:

  1. Conduct in-depth intake interview;
  2. Review HMIS database for background information;
  3. Assess client to develop effective housing case plan;
  4. Review case plan with client; provide resource information, referrals, and direction;
  5. Provide transportation in agency vehicles to community-based resources;
  6. Conduct follow-up discussions and provide walk-up assistance.

Assist client in obtaining income and refer client to appropriate housing providers:

  1. Identify client’s specific housing needs, their resources, and barriers to create a housing plan;
  2. Collaborate with housing providers to expedite housing opportunities for clients;
  3. Ensure that clients find appropriate and sustainable housing as quickly as possible;
  4. Assess skills and previous vocational experience to identify employment opportunities;
  1. Identify clients’ eligibility for benefits that will increase income and financial stability.

Conduct weekly follow-up meetings with clients to provide continued support in achieving case plan goals:

  1. Review progress, monitor notes in system from other departments, and obtain additional information to support client in adhering to the case plan;
  2. Determine and administer consequences for non-compliance with case plan goals;
  3. Assist client in obtaining forms, completing paperwork, and contacting referrals;
  4. Provide “success stories” and other positive client progress information to development team.

Ensure data integrity for accurate reporting:

  1. Maintain complete and organized files;
  2. Enter client information into HMIS promptly after interaction;
  3. Review updated case notes daily;
  4. Ensure that HMIS files are closed promptly after client’s exit.

 Other Duties:

  1. Assist in training newly hired staff;
  2. Build and sustain relationships with partners;
  3. Perform other duties as required.

Additional Attributes:

  1. Excellent written and verbal communication skills; competent in inter-personal negotiation;
  2. Proven ability to be flexible and manage multiple priorities in a fast-paced environment;
  3. Skilled at conflict resolution, time management and organization;
  4. Professional appearance and demeanor; ability to set and maintain professional boundaries;
  5. Ability to be fair and decisive, ascertaining facts without bias
  6. Ability to remain cool-headed and make good decisions in difficult situations;
  7. Commitment to a solution-focused work environment and the clear intention to meet clients’ expectations.

Work Environment:  This job primarily operates in a professional office environment however, occasional outreach work and outside event areas in various weather conditions are expected. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds unassisted. The employee must be able to self-transfer and move throughout the facilities, between buildings, and around campus at multiple sites. Close visual acuity to prepare and analyze reports and data. Visual acuity and physical ability to operate a motor vehicle.

Position Type and Expected Hours of Work:  This is a full-time position. Days and hours of work include evenings, weekends, and holidays with time allotted for breaks/lunch.

Physical Activities and Working Conditions:

  1. Moving about on foot to accomplish tasks, moving about the building and campus;
  2. Sitting at a desk for extended periods of time to accomplish tasks;
  3. Ability to lift, carry, push or pull objects up to 20 pounds unassisted;
  4. Manual dexterity in order to use keyboard and mouse;
  5. Close visual acuity to prepare and analyze reports and data.



  1. Bachelor’s degree in social or behavioral science or related field and one-year of directly related experience or an equivalent combination of education and experience;
  2. Strong knowledge of resources;
  3. Valid AZ Driver License and a driving record that meets agency standards. Must have reliable transportation. Proof of insurance is required.
  4. Intermediate to advanced proficiency in Word, Excel and Outlook; highly accurate data entry skills;
  5. State of Arizona Level One Fingerprint Clearance Card or the ability to obtain one.


  1. Bilingual in English and Spanish.
  2. Experience with HMIS

Important Notes

EOE - CASS isn't just an equal opportunity employer.  We are actively seeking to build a diverse and inclusive team with a wide range of backgrounds, perspectives, and skills that will support our agency's mission and vision. CASS does not discriminate based upon race, ethnicity, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a veteran, status as an individual with a disability, or any other characteristics. 

CASS offers a comprehensive benefits package including medical, dental, vision, life insurance, short-term and long-term disability insurance, a retirement plan, paid holidays, paid sick time, and a generous PTO plan.