Location: Pathways Community Center
Schedule: Monday–Friday, 8:30 AM – 4:30 PM
Salary Range: $21-24/hour
Reports To: Executive Director

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

• 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.
• Advanced proficiency in Microsoft Office Suite, particularly Excel (data analysis, formulas, reporting) and Word (document formatting and templates), with the ability to efficiently manage digital records and reporting systems.

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

• Compensation: $21-$24/hour 
• 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].