Senior Intake Staff, FOH, Springfield

CSO is looking for a Full-time Senior Intake Staff for Friends of the Homeless in Springfield.

If you enjoy meaningful work, are caring, and have the ability to function well in a fast paced human service environment, Friends of the Homeless in Springfield is hiring a Senior Intake Staff for overnight Shifts. In this role, you will provide support in a diverse shelter environment. You will help to foster safety using a trauma informed approach as part of a team.


  • Greet, communicate and respond to Shelter visitors and guests by demonstrating respect and sensitivity to all individuals.

  • Coordinate guest check-in process including bed assignments, bag and medication and property checks and assessments for safety; completes the intake process with new guests and ensure all needed information has been obtained.

  • Issue blanket, sheet, towel to guest if needed and document on appropriate form.

  • Communicate, comply with and enforce all shelter rules, policies and procedures;

  • Collect basic demographic information (form of identification; copy and place in secure file) on individuals making use of shelter services.  Inputs information via computer management system for recordkeeping purposes and referral to Case Managers.

  • Perform a variety of duties depending on shift; ensures residents are up on time/go to bed on time, adhere to lights out, enforces performance of daily chores scheduled during shifts, performs hourly rounds inside and out to ensure integrity of facility.

  • Maintain and update guest files, and clearly communicate with other shelter staff through written and verbal reports. Utilizes the employee communication log to summarize relevant events of each shift.

  • Complete follow-up intake and assessment after guest's 14 and 28 day stay.  Composes an in-depth DAP note on guest and assign assessment date with Case Manager.

  • Focus on building relationships with guests; this includes but is not limited to meeting basic needs, identifying additional needs based on their current situation, being available to answer questions and assisting with problem solving, while demonstrating empathy and acceptance.

  • May coordinate and participate in a variety of social support groups, such as; orientation, house meetings, activities/events designed to meet guest's needs.

  • Attend training and development activities, including continuous learning about issues regarding homelessness, availability of social support system.

  • Perform all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.

  • Responsible for scheduling and supervising overnight and weekend staff; inform supervisor of any employee issues; initiate appropriate emergency responses when necessary as first person at the scene.

  • Maintain and update program logs and reports utilizing agency's computer database system.

  • Attend staff and Agency Management meetings as directed


Intake shelter staff must have a high school diploma or GED in addition to 6 months experience working in the human services field. The ideal candidate will also have some working knowledge of low income population, chemical dependency, and mental health programs. 

Bilingual candidates are strongly encouraged to apply, (English/Spanish speaking.)


We provide our employees with competitive salaries and a generous benefits package, including full coverage health and dental insurance and ample paid time off (vacation, personal, sick, and holidays). Additionally, we offer a 403B retirement savings plan, an employee referral bonus program, regular in-house training and professional development opportunities with free CEUs, and voluntary supplemental insurances at group rates, including short and long-term disability, cancer, accident and life. We also offer a premier employee assistance program (EAP) and personal cell phone plan discounts. Our work environment is flexible and supportive, with ample opportunities for collaboration within and across departments, programs and locations. 

Our Agency

Clinical & Support Options, Inc. is a behavioral health organization serving individuals and families across Western Massachusetts. From our early days as a child guidance clinic, we have expanded into a full service behavioral health agency, committed internally to excellence while we collaborate externally with community partners to participate in a comprehensive system of assistance and resources for the residents of our communities. We employ over 650 multi-disciplinary staff, helping thousands of families over the past 50 years. We have community based office locations throughout Western Massachusetts, including Springfield, Northampton, Greenfield, Orange, Athol, Gardner and Pittsfield.

Our expertise, in a nutshell, is to support people in their progress towards self-sufficiency, no matter what challenges they face on that journey. EOE/AA