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Intake Specialist
3 months ago
Job Classification: Non-Exempt/hourly, Full-time (40 hours per week)
Reports to: Assistant Programs Director
Objective: The Intake Specialist is a key support position within the programs team and helps us make an impact in the lives of our clients and their families daily. This position works in a fast-paced, high volume, collaborative environment that requires multi-tasking and a high level of attention to detail. The Intake Specialist is responsible for scheduling service appointments with programs staff, providing clients with complete and accurate information regarding eligibility for services, routing calls, emails and voice mails to the proper staff member and creating a welcoming presence within the administrative office. This position is not eligible for remote work, it must be performed in-person and onsite at our Administrative Office building.
Duties and Responsibilities
Client Services
- Conduct screening interviews over the phone or at the front desk and process online inquiries to determine eligibility for services.
- Input information from telephone interviews and online applications into case management database.
- Develop and maintain knowledge of other social service agencies and resources to provide valuable information and referrals to callers and online inquiries.
- Schedule clients with appropriate LISTEN service coordinators and make referrals to community partners as appropriate.
- Collaborate and work closely with other agencies within the community to serve the needs of clients.
- Cordially and promptly greet people visiting LISTEN and inform staff members of arrivals of clients or other guests.
- Answer, forward, and screen incoming phone calls, fax and voice mail inquiries, taking and distributing messages as needed.
- Determine initial need or area of interest of callers/visitors and schedule with staff member(s) as appropriate.
- Maintain the cleanliness and orderliness of the reception area and ensure that brochures and other promotional materials are appropriately displayed as resources for clients.
- Create and open new client files and update and manage existing client files.
- Assist in maintaining client contact information in CharityTracker database.
- Manage incoming and outgoing mail and faxes.
- Work within and assist with the maintenance of various internal filing systems.
- Collaborates closely with service coordinators and other Programs staff.
- Maintain professional personal presentation.
- Participate in regular staff meetings and training.
- Other duties as assigned by Programs or Executive Director.
Requirements:
- High School Diploma or equivalent required; Associate degree or equivalent experience preferred.
- A demonstrated commitment to diversity, equity, inclusion and cultural awareness through actions, interactions, and communications with others.
- Positive, compassionate attitude and strong desire to help others.
- Previous experience in customer service or social service fields strongly preferred.
- Excellent communication and interpersonal skills to work effectively with a wide variety of stakeholders in collaboration with others and independently in a fast-paced environment.
- Ability to be flexible, problem solve, and maintain confidentiality.
- Strong organizational and time management ability and attention to detail.
- Familiarity with Microsoft Office.
- Willingness to provide information for background check processing.
Cognitive Skills: Ability to read, write, and verbally communicate effectively and professionally with coworkers, volunteers, donors, and the public. The employee is frequently required to speak over the phone, use written communication, send emails, use math skills, and use a computer. Ability to diplomatically deal with demanding situations and people, while exhibiting a consistent level of professionalism.
Physical Demands: While performing the duties of this job, the employee will frequently be required to sit at a desk and will occasionally be required to be on their feet, walking and standing. The employee will occasionally be required to reach, handle (hold, grasp, turn, or otherwise work with hand or hands), finger (picking, pinching, fine manipulation). The employee is occasionally required to bend, squat, climb stairs, push, and pull. The employee will occasionally be required to lift and/or move between 5-25lbs and minimally required to lift and/or move between 25-50+lbs.
Work Environment: The primary work environment is in an office setting with environmental controls, with both natural and LED light. While performing the duties of this job, the employee may be exposed to noise, and occasionally dust. The employee will also experience various seasonal temperatures and elements while working on various projects that may require them to be outdoors (tabling events with Community Partners).
LISTEN Community Services is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. We encourage all qualified individuals to apply for employment opportunities. If you require reasonable accommodation to complete the application process, please contact ext
LISTEN Community Services, founded in 1972, is one of the Upper Valley region's most comprehensive social service organizations. LISTEN provides services and support to meet the critical needs of Upper Valley individuals and families in 26 area communities. At LISTEN we are passionate about helping families and individuals secure the resources that they need to be safe, fed, and housed.
