Location: Pathways Community Center
Schedule: Monday–Friday, 8:30 AM – 4:30 PM
Salary Range: $45,000–$50,000
Reports To: Executive Director
Supervises: Receptionist
About Pathways Community Center

Pathways Community Center serves individuals and families experiencing homelessness by connecting them to coordinated, compassionate, and effective services. We work collaboratively with campus and community partners to ensure every guest is welcomed with dignity, assessed thoughtfully, and supported as they move toward stability and long-term housing solutions.

Position Overview

The Intake & Engagement Manager leads guest intake operations and serves as a central connector between guests, campus partners, and the broader Continuum of Care system. This role ensures that every guest experiences a respectful, trauma-informed intake process and receives meaningful engagement that supports successful connection to services.

This position combines operational leadership with relationship-building. The Intake & Engagement Manager oversees intake systems, supervises front desk operations, facilitates coordinated case management conversations, and represents Pathways within community coalitions. The role is ideal for a professional who can manage structure and compliance while cultivating strong partnerships and fostering a welcoming, guest-centered environment.

Key Responsibilities

• Provide welcoming, trauma-informed customer service to guests and partners.
• Conduct comprehensive intake assessments in compliance with HUD, HMIS, and coordinated entry standards.
• Enter and manage confidential data in HMIS and Unite Us accurately and timely.
• Identify urgent and long-term needs and initiate appropriate referrals.
• Facilitate warm handoffs to on-site and community partners to strengthen service engagement.
• Track referrals and follow up to ensure guests successfully connect to services.
• Maintain compliance with HIPAA and federal privacy standards.

Strengthen Coordinated Care

• Lead monthly campus-wide case management meetings to enhance collaboration among partners.
• Promote a coordinated, guest-centered approach to service delivery.
• Identify service gaps and emerging trends, communicating insights and recommendations to leadership.
• Support Continuum of Care Committee members in partner vetting and alignment efforts.

Build and Maintain Community Engagement

• Actively participate in YCIC, CACH, and other relevant coalitions to remain informed on system updates and evolving resources.
• Serve as a liaison between Pathways and community partners.
• Continuously expand knowledge of local resources to better guide guests.
• Support relationship-building efforts that strengthen the campus model of care.

Oversee Learning Lab & Campus Programming

• Coordinate the Learning Lab and schedule off-site partners providing on-campus services.
• Ensure partner alignment with Pathways’ mission, standards, and operational expectations.
• Support campus events and collaborative initiatives that enhance guest engagement.

Supervise Front Desk Operations

• Supervise and support the Receptionist.
• Ensure consistent, professional, and effective front desk operations.
• Participate in meetings and organizational initiatives that strengthen overall campus impact.

Qualifications

Required

• Bachelor’s Degree in Social Work, Human Services, or related field.
• Minimum two years of experience working with individuals experiencing homelessness or low-income populations.
• Experience supporting individuals with complex needs, including mental health or substance use challenges.
• Knowledge of community resources and Continuum of Care systems.
• Strong organizational, communication, and facilitation skills.
• Ability to manage confidential information with professionalism and integrity.
• Valid Driver’s License and reliable transportation.

Preferred

• Master’s Degree in Social Work (MSW).
• Experience with HMIS, coordinated entry systems, and Unite Us.
• Prior supervisory or team leadership experience.
• First Aid Certification (or willingness to obtain).

What We’re Looking For

• A collaborative leader who values coordinated, system-level care.
• Someone who balances operational structure with compassion and dignity.
• A professional who can manage data and documentation while building strong relationships.
• A candidate committed to equity, respect, and guest-centered service.

Compensation & Benefits

• Salary: $45,000–$50,000
• Medical Stipend: $6,000 annually
• Paid Time Off: 12 PTO days
• Paid Holidays: 10 annually

How to Apply
If you’re passionate about making a meaningful impact, we’d love to hear from you! Please send your resume and a cover letter to tthomas@pathwaysyc.org with the subject line: Intake & Engagement Manager [Your Name].

Location: Pathways Community Center
Employment Type: Part-Time (16 hours per week)
Compensation: $15/hour

Position Summary

The Pathways Ambassador & Administrative Assistant plays a critical role in creating a warm, welcoming atmosphere for clients and visitors while supporting the daily operations of the Intake & Referral team, administrative staff, and leadership. This part-time position is designed to assist with intake and referral processes during peak periods and staff absences, while also providing administrative support to the Business Manager and Executive Director as needed.

Key Responsibilities

Client Support

• Greeting & Security: Serve as the first point of contact for visitors and clients by greeting them warmly and professionally. Monitor lobby security, ensuring all visitors pass through the metal detector and comply with safety protocols.
• Check-In Assistance: Facilitate client check-ins, collect required documentation (IDs, Social Security cards), and ensure a smooth client flow in the lobby.
• Navigator Role: Escort clients to their destinations on campus, providing encouragement and support.

Administrative Assistance

• Daily Task Coordination: Receive and complete daily task assignments from the Intake & Referral Specialist Supervisor.
• Documentation Management: Assist with organizing, safeguarding, and maintaining client files in compliance with HIPAA and confidentiality standards.
• Phone and Mail Management: Answer and document voice messages for Intake Specialists and sort mail as directed.
• Team Support: Provide general administrative assistance to the Business Manager and Executive Director, including scheduling, data entry, and other clerical tasks as assigned.

Team Collaboration

• Work closely with the Intake & Referral Specialists to ensure seamless client service.
• Serve as a communication liaison between clients and staff, conveying messages promptly and accurately.

Lobby Management

• Maintain a clean, organized, and inviting lobby area to create a positive environment for clients and visitors.

Other Duties

• Attend team meetings and campus events as required.
• Perform other duties as assigned to support Pathways' mission and ensure efficient operations.

Education and/or Experience

• A high school diploma or equivalent is required.
• A bachelor's degree in social work, human services, psychology, or a related field is preferred but not mandatory.
• Preferred experience working with homeless or low-income populations, including persons with mental health disability and substance abuse problems.
• Proven ability to apply techniques in assisting participants, including knowledge of programs and services available for low-income populations in the Tri-county area.
• Experience working with confidential information, files, and electronic files, demonstrating high ethics in maintaining privacy and confidentiality.
• Demonstrated knowledge and proficient use of MS Office Software Applications, especially Excel, Word, and Internet, along with demonstrated data entry ability.
• Ability to learn and use specific software applications applicable to the position (i.e., HMIS).

Other Skills and Abilities

• Excellent verbal and written communication skills, along with active listening abilities, are essential for effective client interactions and collaboration with colleagues and partners.
• Demonstrated ability to empathize with clients' situations and provide compassionate support while maintaining professionalism.
• Sensitivity to diverse cultures and backgrounds to ensure equitable and inclusive services to all individuals seeking assistance.
• Strong organizational and time management skills to manage multiple client cases and maintain accurate records.
• Ability to operate office equipment including a desktop computer, printer, calculator, copier, fax machine, multi-key telephone system, and scanner.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations.
• Demonstrated ability to effectively present information and respond to questions in building relationships with all agency partners, clients, stakeholders, and the general public.
• Demonstrated ability to compose correspondence, create and interpret reports, and procedure manuals.

Certificates, Licenses, Registrations

• Valid Driver’s License

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to walk, stand, crawl, bend, stoop, climb, use hands to finger, handle, or feel, and reach with hands and arms.
• The employee is frequently required to sit, talk, and hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Comfortable with a fast-paced and fairly independent/autonomous working environment.
• While performing the duties of this job, the employee is occasionally exposed to outside weather conditions.
• The noise level in the work environment is usually moderate.

Specification

• The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.
• Must be dedicated to the Pathways mission and interested in communicating results to varied audiences.
• Must be able to prioritize, multi-task, meet deadlines, and remain organized and focused on the outcome to move families and individuals out of homelessness.
• Strong sense of ethics, professional boundaries, and an inviting demeanor.
• Respect for homeless people, diplomacy/tact, optimistic outlook, and sense of humor are essential.
• Patience, flexibility, and adaptability are also important. The person in this position must be able to tolerate differences of opinion and appreciate diversity.

How to Apply
If you’re passionate about making a meaningful impact, we’d love to hear from you! Please send your resume and a cover letter to tthomas@pathwaysyc.org with the subject line: Pathways Ambassador & Administrative Assistant [Your Name].