Program Coordinator – Family Services

Posted by: Heading Home

Charlestown, MA, US

Organization Overview: For four decades, Heading Home has effectively pioneered programs to end homelessness in Greater Boston. As our name reflects, we believe a stable home provides the optimal foundation to get back on track, so our programs focus heavily on assessment, engagement, individual goal-setting and securing permanent housing for our clients as quickly as possible. We provide emergency, transitional, and permanent housing and support services such as life skills, financial literacy, and job training to homeless and formerly homeless families and individuals. Our model of providing housing together with critical services works: For ten consecutive years, 90+% of the residents in our permanent housing programs have remained successfully housed a year later.

Heading Home is a dynamic place to work. We pride ourselves on being a learning organization, and this means utilizing best practices in the field of service delivery with the populations we serve. We work in close collaboration with other service providers and training resources to ensure that our staffs, through interactive learning, evidenced-based approaches, and a strengths-based model, are poised to achieve the best possible outcomes for our clients. If this approach is one you share, please consider joining our team. Learn more about Heading Home here:

Location: Dorchester, MA

Reports to: Program Manager

Status: Full Time, 40 hours a week. Exempt

summary: The Program Coordinator manages an emergency family shelter program with the overall responsibility for service delivery to homeless families with the ultimate objective of assisting families with achieving independent living. Sets direction for Case Managers and provides case management and supportive counseling to the residents in the house. Advocates for the residents needs and works closely with the House Managers to ensure for appropriate service delivery for residents of program.


  • Using Motivational Interviewing and a collaborative approach conduct an in-depth assessment to best determine the immediate client concerns including, but not limited to: financial, legal, mental health, substance abuse, employment, health care and housekeeping;
  • In collaboration with heads of households, develop individual service plans (ISP) which include educational, vocational, medical, life skills and housing goals. Meet with families in the shelter weekly to review ISP progress and plan next steps;
  • Obtain resources and services as requested and/or needed to address barriers to housing as stated above including but not limited to; CORI mitigation, credit repair, and assistance with financial applications;
  • Ensure that all clients receive explanation and assistance with navigating housing application processes and referral to all appropriate housing opportunities; including but not limited to, local housing authorities, regional non-profit housing agencies, private management companies, and community development corporations;
  • Develop partnerships and collaborative relationships with internal and external service providers to ensure client receives comprehensive services;
  • Assist clients with on-going housing search activities including but not limited to, contacting prospective landlords and/or management companies, accompanying clients to view and apply for units, attending appointments at housing agencies and other search activities as they present;
  • Assist client with move-in transition supports including but not limited to; furniture and furnishings assistance, budget support, and other resources and services as needed;
  • Develop and implement a housing intake/history with homeless clients;
  • Document all interactions with clients utilizing appropriate reporting mechanisms, including web-based data collection systems;
  • Serve as liaison with Community based organizations, attends meetings with such organizations as needed;
  • Observes all shelter and agency rules and policies.
  • Responsible for coordinating the Shelter’s programs and services;
  • Provides direct supervision to house managers and ensure proper coverage of all shifts;
  • Available to the residents for counseling and crisis intervention, and makes referrals to community programs for follow-up and treatment for substance abuse mental health, income enhancement and housing;
  • Attends a weekly meeting with the Program Manager and attends a weekly case conference team meeting with local providers where the residents’ needs are addressed;
  • Responsible for maintaining accurate reports and the Heading Home database;
  • Co-facilitates residents’ house meeting, arranges for guest speakers, and advocates for the residents at staff meetings;
  • Completes reports for program as needed;
  • Attends meetings with outside provider agencies;
  • Performs other tasks as requested by the Program Manager, Director of Family Services or the Executive Director;


  • Education: BA Required, MA degree preferred
  • Experience: minimum of two years working with homeless individuals and/or homeless families and in human services required.
  • Supervision and team building experience required.
  • Proficiency in Microsoft office software and knowledge of data-bases used to track outcomes for record-keeping.
  • Second language a plus.
  • Must be able to occasionally ascend/descend stairs up to three or more sets and must be able to remain in a stationary position 50% of the time.

Via:: Idealist