Coordinated Entry + Crisis Response Manager

The Coordinated Entry + Crisis Response Manager leads the implementation and operational coordination of CSB's strategies to improve access to the Homeless Crisis Response System, reduce unsheltered homelessness, strengthen seasonal and environmental crisis response, and improve the movement of people from homelessness to housing. The role provides the project management, implementation discipline, operational oversight, and cross-system coordination required to turn strategy into measurable action.

The Manager is responsible for identifying and addressing barriers, bottlenecks, capacity constraints, and handoff issues across the crisis-response continuum, with particular focus on the connection between street outreach, shelter and seasonal response, interim options, and housing pathways. The role also serves as CSB's operational lead for the Winter Response Program, including Winter Warming Centers, and other assigned seasonal or non-congregate shelter strategies.

This is not a direct service delivery role and does not directly operate Winter Warming Center sites. The manager creates the structure, coordination, accountability, and problem-solving necessary for CSB teams, providers, vendors, and community partners to execute successfully. Success requires exceptional project management, operational judgment, provider performance oversight, systems thinking, and the ability to drive results across people and organizations without direct authority.

Like all CSB employees, the individual in this role fosters an atmosphere of dignity and respect and adheres to CSB's Code of Conduct. They ensure fair treatment of all individuals, regardless of race, religion, color, national origin, ethnicity, ancestry, sex, sexual orientation, gender identity or expression, age, disability, veteran status, familial status, or socio-economic background.

MINIMUM QUALIFICATIONS

• Demonstrated alignment with CSB mission and values.

• Bachelor's degree in business administration, public administration, project management, operations management, nonprofit management, or a related field; equivalent relevant experience may be considered.

• At least 5 years of progressive experience in project management, operations, program implementation, vendor management, or a comparable field.

• Demonstrated experience leading complex initiatives involving multiple workstreams, organizations, stakeholders, deadlines, and dependencies.

• Demonstrated ability to translate strategy into executable plans, milestones, responsibilities, timelines, and performance measures.

• Experience overseeing vendors, contractors, partner organizations, or other third-party service providers and addressing performance concerns.

• Experience using performance data, operational information, and qualitative feedback to identify issues and drive improvements.

• Experience managing or monitoring project, program, or operating budgets and resource requirements.

• Project management certification, formal training such as PMP, CAPM, Lean Six Sigma, or comparable methodology or demonstrated experience in utilizing project management skills.

• Strong written, verbal, facilitation, negotiation, and executive communication skills.

• Experience in homelessness, housing, human services, emergency or seasonal response, hospitality, public-sector operations, or another complex service-delivery environment preferred.

• Experience working in a system-level non-profit organization preferred.

WHY JOIN US?

Join CSB in a role that sits at the intersection of system access, crisis response, strategy, and operations. The Coordinated Entry + Crisis Response Manager helps ensure people experiencing homelessness can move more effectively from outreach and crisis response to shelter, interim options, and permanent housing, while turning major system priorities into coordinated action.

At CSB, you will work alongside committed colleagues and community partners to advance shared purpose, professional excellence, and measurable progress toward ending homelessness. We offer:

• A dynamic and purpose-centered work environment

• Competitive compensation

• Comprehensive benefits including medical, dental, vision, life, and disability insurance

• A 401(k) plan with employer contributions

• Pre-tax savings options

• Generous paid leave

• A culture of shared purpose and professional excellence

KEY RESPONSIBILITIES

1. Assessing and Improving System Coordinated Entry

• Lead implementation and operational coordination of strategies that improve access to the Homeless Crisis Response System and strengthen movement from unsheltered homelessness and crisis response toward housing.

• Assess flow across street outreach, shelter and seasonal response, interim options, and housing pathways to identify bottlenecks, capacity constraints, handoff failures, and barriers that delay movement toward housing.

• Coordinate cross-system actions to improve access, reduce avoidable delays, strengthen transitions between interventions, and ensure crisis-response resources operate as a connected system rather than isolated programs.

• Establish clear operating expectations, decision points, escalation pathways, and accountability structures for access and crisis-flow initiatives involving multiple CSB functions and external partners.

• Translate emerging access, capacity, and flow challenges into structured action plans with defined owners, milestones, dependencies, and measures of success.

• Provide leadership with concise reporting on system-flow conditions, implementation progress, operational barriers, risks, decisions needed, and opportunities for improvement.

2. Unsheltered Homelessness Strategy Execution

• Translate CSB's Unsheltered Homelessness Strategy into an integrated implementation roadmap with defined initiatives, milestones, deliverables, owners, timelines, dependencies, and measures of success.

• Manage execution across initiatives designed to reduce unsheltered homelessness and advance the community toward ending chronic homelessness.

• Coordinate implementation of strategic priorities involving expanded street outreach, housing prioritization, housing-focused encampment response, shelter access, community partnerships, and direct pathways to housing.

• Convene a community-wide Unsheltered and Street Homelessness Task Force and translate agreed-upon priorities, commitments, and decisions into executable work and documented follow-through with local government, outreach providers, faith community, business leaders, public safety partners, healthcare organizations and community stakeholders.

• Maintain project plans, milestone trackers, action logs, risk registers, and decision records; identify implementation barriers and cross-functional dependencies early and coordinate timely resolution.

• Partner with all facets of Community Shelter Board to drive new approaches in areas such as data collection and analysis, rehousing pathways, philanthropy, new partner contracting and other opportunities to reduce unsheltered homelessness. Conduct structured implementation reviews and initiate corrective action when priorities are not progressing as planned or are not producing the intended impact.

3. Winter Response and Seasonal Operations

• Manage the annual Winter Response planning and implementation cycle from post-season evaluation through the following season's closeout; focus on embedding rehousing into Winter Response, integrating with Unsheltered Strategy and lead Winter Warming Center trainings.

• Develop and maintain the integrated Winter Response project plan, including key milestones, decision points, dependencies, deliverables, responsible parties, and readiness requirements.

• Coordinate post-season debriefs and ensure lessons learned, provider feedback, operational performance, and data inform program design and planning for the next season.

• Coordinate internal and provider planning related to program structure, service expectations, facilities, capacity, training, safety, communications, staffing readiness, and operational launch requirements.

• Coordinate with the appropriate CSB functions throughout provider solicitation, evaluation, selection, contracting, training, facility readiness, data setup, and launch-readiness activities without duplicating their functional responsibilities.

• Maintain active oversight throughout the Winter Response season to ensure the overall response is functioning as designed; develop cadence of site visits, coordinate issue resolution, escalation, mid-season review, closeout, and planning for Summer Cooling Centers or other assigned seasonal-response initiatives.

4. Provider and Vendor Performance Oversight

• Serve as CSB's primary operational relationship manager for providers and vendors supporting assigned Winter Response, crisis-response, and unsheltered homelessness initiatives.

• Translate approved scopes of work, contracts, operating models, and service expectations into clear operational requirements, deliverables, timelines, readiness standards, and performance expectations.

• Establish a consistent provider-management cadence, including structured meetings, performance discussions, action tracking, issue escalation, and follow-through.

• Monitor provider readiness and operational execution; identify performance deficiencies and establish clear corrective actions, owners, completion dates, and escalation points.

• Coordinate with CSB subject-matter experts when facility, data, contractual, financial, service-delivery, or compliance concerns arise and ensure issues are driven through resolution.

• Document significant provider-performance issues and contribute operational performance information and lessons learned to future procurement, contracting, provider-selection, and program-design decisions.

5. Annual Point-in-Time Count (PIT) Coordination

• Develop and manage the annual PIT Count project plan, timeline, roles, readiness activities, and key milestones.

• Coordinate participating agencies, outreach teams, volunteers, training, geographic coverage, and count-day deployment.

• Partner with Data + Evaluation to ensure HUD methodology, data-quality requirements, validation, analysis, and submission deadlines are met.

• Track participation, operational risks, coverage gaps, and unresolved decisions, escalating issues that could affect count completeness or reliability.

• Partner with Communications + Government Affairs to enable the production of the Point-In-Time Count Press Release and supporting collateral.

• Lead the post-count debrief and improvement plan and translate significant findings into recommendations or System Effectiveness initiatives.

6. Cross-System Implementation and Coordination

• Coordinate work across System Effectiveness, Housing + Data Systems, Grants Management + Compliance, Finance, Communications + Government Affairs, Operations, and other CSB functions required to execute access, crisis-response, and unsheltered homelessness initiatives.

• Clarify responsibilities, interdependencies, deliverables, decision points, and escalation paths when multiple departments or external partners contribute to an initiative.

• Convene external partners around coordinated implementation and facilitate meetings that result in decisions, clear owners, deadlines, documented commitments, and follow-through.

• Build productive relationships and planning with City and County Public Health and Emergency Management to enact environmental crisis response plans for unsheltered community members when necessary.

• Coordinate implementation across outreach, shelter, seasonal response, housing resources, and community partners while preserving functional ownership for data, contracts, compliance, facilities, and direct service delivery.

7. Performance, Risk and Continuous Improvement

• Develop and maintain project and operational measures, dashboards, or scorecards that show implementation progress, flow performance, provider performance, unresolved risks, milestone completion, and key outcomes.

• Coordinate with Data + Evaluation and other appropriate functions to ensure required data and analysis are available to support decisions without duplicating data ownership responsibilities.

• Use operational data, provider reporting, stakeholder feedback, site observations, and other information to distinguish flow barriers, implementation issues, provider-performance concerns, system-design problems, and resource constraints and drive the appropriate response.

• Coordinate with Finance, Grants Management + Compliance, Provider Contracts, and other functions on budgets, resource requirements, contractual matters, and emerging risks that could affect implementation or service continuity.

• Lead or coordinate mid-course and post-implementation evaluations, maintain risk and contingency plans, capture lessons learned, and incorporate findings into future operating models, procurement requirements, procedures, and implementation plans.

KEY COMPETENCIES

• Execution Discipline: Creates clarity around what must happen, by whom, and by when and maintains accountability until commitments are completed.

• Project Leadership: Structures complex work into manageable phases, milestones, responsibilities, dependencies, and decisions.

• Operational Leadership: Understands how access, capacity, handoffs, and operating conditions affect movement through the crisis-response system and identifies what must change for successful execution.

• Vendor and Provider Accountability: Builds productive external relationships while establishing clear expectations and addressing performance issues directly.

• Systems Thinking: Understands how outreach, shelter, seasonal response, housing, data, facilities, contracts, funding, government, providers, and community partners interact and influence client flow.

• Influence Without Authority: Moves work forward across functions, organizations, and stakeholders without relying on formal reporting relationships.

• Performance Accountability: Uses evidence, milestones, and measures to determine whether commitments are being met and intervenes when they are not.

• Judgment and Composure: Makes sound decisions and maintains effectiveness when operations are complex, time-sensitive, or rapidly changing.

SKILLS, KNOWLEDGE, AND ABILITIES

• Project and Program Management: Plans, organizes, sequences, monitors, and completes complex initiatives involving multiple workstreams and stakeholders.

• Coordinated Entry Management: Identifies barriers, bottlenecks, capacity constraints, and handoff issues across the crisis-response continuum and coordinates practical solutions that improve access and movement toward housing.

• Vendor and Provider Management: Establishes expectations, evaluates execution, addresses deficiencies, and drives corrective action with third-party providers.

• Operational Planning: Coordinates capacity, facilities, people, processes, timelines, logistics, communications, and contingencies necessary for successful crisis and seasonal-response operations.

• Risk and Issue Management: Identifies risks early, determines appropriate interventions, establishes contingencies, and drives issues through resolution.

• Performance Measurement: Uses operational and outcome information to evaluate progress, identify gaps, and guide action.

• Process Design and Improvement: Builds repeatable workflows, governance structures, tools, and procedures that increase effectiveness and reliability.

• Budget and Resource Management: Understands financial requirements, monitors resource utilization, identifies variances, and supports responsible allocation decisions.

• Stakeholder Management and Facilitation: Builds alignment across stakeholders with differing priorities and leads discussions that produce decisions, ownership, deadlines, and follow-through.

• Homelessness Response System Knowledge: Understands how street outreach, shelter, crisis and seasonal response, coordinated access, rehousing, and permanent housing connect to reduce unsheltered homelessness and improve system flow.

• Executive Communication: Synthesizes complex project and operational information into clear status updates, recommendations, decisions, and presentations.

WORKING CONDITIONS

• Work includes regular engagement with CSB partner agencies, vendors, community organizations, governmental entities, and other stakeholders throughout Franklin County.

• Position requires periodic on-site presence at Winter Response locations, outreach initiatives, partner locations, and other community-based operations.

• Seasonal-response responsibilities may require evening, weekend, early-morning, or on-call availability when significant operational conditions require CSB coordination or escalation.

• Manages multiple concurrent initiatives in a fast-paced environment with changing priorities, deadlines, stakeholders, and operating conditions.

• Requires sustained attention to detail, organization, judgment, analytical thinking, problem-solving, and follow-through while coordinating complex work across internal and external partners.