Diversion Services Care Coordinator

Position Title: Diversion Services Care Coordinator

Reports To: Director of Residential Services

Salary Band: Full Time (40 HRS)

JOB DESCRIPTION

POSITION SUMMARY:

Gateway Center operates as the primary entry point for the Atlanta homeless response system. Through strengths-based, guest-driven housing problem-solving conversations, the Gateway Center’s Diversion Program works to immediately identify safe housing alternatives. Whether that means a negotiated return to prior housing, reconnection with family or natural supports, short-term accommodations, or placement in an apartment or shared housing. The goal is to resolve the housing crisis that day, ensuring homelessness is as brief as possible and that every person receives the right level of help at the right moment.

Reporting to the Director of Residential Services, the Diversion Care Coordinator is responsible for providing services that prevents individuals and families from entering the emergency shelter system. They provide rapid, strengths-based housing problem-solving, mediation, and short-term financial assistance to help guests stabilize in their current housing or secure alternative safe accommodations.

ESSENTIAL DUTIES

• Crisis Assessment: Prescreen guests facing a housing crisis to identify immediate safety concerns and evaluate if diversion is a viable, safe alternative to shelter intake.
• Housing Problem-Solving: Facilitate in-depth conversations to uncover root causes and brainstorm creative solutions (e.g., family reunification, negotiating with current landlords, or locating shared housing).
• Mediation & Advocacy: Advocate on behalf of the guest with landlords, family members, or roommates to resolve conflicts, prevent evictions, and negotiate terms.
• Financial Assistance Coordination: Manage and distribute flexible short-term financial assistance or rental subsidies to help guests maintain housing exits.
• Financial Assistance Coordination: Determine type and amount of eligible financial supports and submit check requests for approved financial assistance payments
• Resource Connection: Connect individuals to vital community resources, including public benefits, employment assistance, mental health services, and primary healthcare.
• Documentation: Maintain accurate guest files and housing plans, strictly inputting and tracking data in the Homeless Management Information System (HMIS) and Apricot within 24 hours. Handle program and guest information in a confidential manner and report concerns as mandated.

Referral: Provide warm handoffs to the local Coordinated Entry system or emergency shelters if diversion is not possible

Build internal and external relationships with partners that will support guests in their ability to reach their goals

Work in collaboration with partner agencies toward the full implementation of centralized assessment, referral, and placement

Be knowledgeable about CoC guidelines and procedures in order to answer questions posed by

outside agencies

Participate in staff development and all required agency meetings

The position is based at Gateway Center’s main

offices, but requires employee to be mobile to engage at other shelter facilities in metro Atlanta

All other duties as assigned

CRITICAL COMPETENCIES

• Crisis Management: Skilled in responding to and de-escalating crises effectively.
• Collaboration: Strong ability to work with internal and external stakeholders to enhance the delivery of Gateway Center services.
• Adaptability: Capable of adjusting to changing circumstances and program needs.
• Mission-Driven: Commitment to Gateway Center’s vision of ending homelessness through strategic and compassionate services.

QUALIFICATIONS:

• Required: Bachelor’s degree in Social Work, Human Services, Public Administration, or a related field required; Master’s degree preferred. Strong understanding of trauma-informed care, harm reduction, and housing-first principles.
• Valid Driver's License
• Experience working with diverse populations, including individuals experiencing homelessness, mental health challenges, and substance use disorders.
• Demonstrated ability to manage crisis situations and provide conflict resolution.
• Excellent communication, organizational, and problem-solving skills.
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office Suite and case management software preferred.
• Flexibility (may require some evenings and weekend work)

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 sit; use hands and fingers to handle or feel; reach with hands and arms; and talk or hear. The employee is required to stand; walk;

and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance

vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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. While performing the duties of this job, the employee is regularly exposed to airborne pathogens. The noise level in the work environment is usually moderate.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER:

Gateway Center is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Gateway Center also takes affirmative action to employ, and advance in employment, qualified women, minorities and covered veterans. Gateway Center also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws.

Since 2005, Gateway Center (GWC) has been committed to providing effective, strategic and innovative solutions as part of our collaborative model.
GWC is a proven leader and has positioned ourselves to be adaptable to respond to the needs of the homeless community. GWC programs are designed to address the underlying barriers that prevent individuals and families from transitioning out of homelessness, such as unemployment, behavioral health, housing affordability, and/or medical conditions. We provide a trauma informed and a client-centered environment where individuals can receive the tools they need to end their homelessness and achieve self-sufficiency. To ensure the alignment of services, Gateway Center has focused our efforts into our Five Keys to Success (1) Housing Placement and Stability, (2) Health and Wellness, (3) Family and Community Engagement, (4) Job Skills Training and Placement, and (5) Literacy.