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Volunteers of American Northern Rockies Rapid Resolution Service Coordinator in Great Falls, Montana

Each day at Volunteers of America, we strive to exemplify our foundational pillar of Servant Leadership and Cultural Values of Communication, Compassion, Integrity, Respect, and Excellence.


The Rapid Resolution Service Coordinator is responsible for managing Veterans’ mediation needs and enrollment into the Supportive Services for Veteran Families (SSVF) program through constant and consistent assessments of housing and stability needs. This position will develop, monitor and evaluate the needs, barriers and housing plan progress, facilitate best practices in case management approaches to long-term stability for Veterans served in the program, and develop on-going and strong relationships with all community partners who may play a role in the successful outcome of each Veteran served.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Continually review the Supportive Services for Veteran Families (SSVF) website and program guide for an in-depth, comprehensive understanding of the SSVF program and its continued changes and updates.
Serve as a primary point of contact and liaison for the delivery of Rapid Resolution/Diversion work where needed and assigned.
Manage referrals from community partners and coordinators service-delivery with other SSVF employees as needed.
Initiates problem-solving discussions with veterans experiencing homelessness, focused on quickly resolving situations for the veteran. Completes Rapid Resolution screening to determine program eligibility.
Be prepared to thoroughly document all outreach conducted while also constantly researching potential new community partners to conduct outreach and awareness.
Develop a trusting relationship with Veterans and their families via appropriate case management and motivational interviewing techniques at a pace that is appropriate and comfortable for all those enrolled in SSVF.
Remain knowledgeable about specific resources available for Veterans, making referrals, and performing appropriate follow-up through intensive case management services that meet the requirement for the Commission of Accreditation of Rehabilitation Facilities (CARF) standards surrounding case management services provided.
Work with the Veteran's Administration, Continuum of Care, and Service Coordinators to determine eligibility for services and other benefits, access to prove veteran status, and all other appropriate linkages to address stability and housing sustainability
Understand the SSVF program guide requirements for database entry, case management documentation, data collection, and tracking as well as guidelines and limitations on temporary financial assistance that can be provided to Veteran households to assist in their success in the program.
Provide assistance and expertise to landlords for conflict resolution, and problem-solving in dilemmas that may arise with housed Veterans enrolled in the program.
Must meet a minimum of 90% of the monthly, quarterly, and fiscal year goals established by your direct supervisor for grant compliance and success in the program and position.
Be willing to take on new roles and responsibilities as the SSVF grant continues to shift and change.


Ability to work with potentially difficult people in confrontational and emergencies
Ability to work in non-traditional settings to meet the needs of those enrolled in the program
Ability to regularly and effectively deal with the public to include, but not limited to, community partners, congressional leadership, low-income families with significant substance abuse or mental health concerns and homeless populations
Efficient documenting, time management and computer skills
Continuous demonstration of behaviors aligned with a posture of servant leadership and our cultural values

Supervisory Responsibility

This position has no direct supervisory responsibilities but does serve as a coach and mentor for other positions within the SSVF program.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets, and stoop as necessary.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.


This position requires travel as needed or assigned by the supervisor to effectively support Veterans enrolled in the program while performing outreach with Veterans and community partners in the community and for training needs as scheduled.

Required Education, Experience or Eligibility Qualifications

Associate's degree in human services, behavioral science or related field with a minimum of two years of case management experience or closely related experience

High School diploma or equivalent and a minimum of three years of case management experience or closely related field experience
Valid driver's license
Adept with computer programs including but not limited to Microsoft Office suite and data information management systems
The employee must complete and pass Mediation training within the first six months to fulfill the positions' responsibilities. Training will be offered to satisfy this requirement.
Must have a valid driver's license and complete a federal criminal background check with an approved status.

Preferred Education and Experience

A Bachelor's degree in human services, behavioral science, or related field with one year of case management experience.
Mediation experience.

EEO Statement

VOA is an Equal Opportunity Employer (EEO) and complies with the Americans with Disabilities Act (ADA) and the Americans with Disabilities Amendments Act (ADAAA).