Intake Counselor

Job Type

Full-time

Description

POSITION TITLE: Intake Counselor
FLSA STATUS: Non-Exempt
PAY GRADE: N1
PAY RANGE: $18.86 to $25.52 per hour
DEPARTMENT: Family Services

Position Summary
The Intake Counselor, under the direct supervision of the Manager, serves as the initial point of contact for families, advocates, and early learning community members seeking information about ELCHC programs and referrals. This role focuses on childcare resources and referrals, assisting families with both Voluntary Prekindergarten (VPK) applications and School Readiness (SR) child transfers. Additionally, the Intake Counselor handles Family and Provider portal support and assesses preliminary eligibility for the School Readiness Program (SR). This work is primarily conducted through the Customer Relations Contact Center (CRC).

Requirements

Essential Duties and Responsibilities

• This role requires strong customer service skills and etiquette.
• Conduct client interviews by phone to assess customer's needs and to identify available community resources
• Screen potential clients for Voluntary Pre-Kindergarten and School Readiness eligibility for federal, state, and local funding by comparing customer information to program requirements
• Approve VPK applications and VPK re-enrollment
• Approve School Readiness provider transfer requests
• Resolve customer inquiries via phone and email in a courteous, timely, professional manner
• Capable of resolving issues and concerns by providing solutions to customers
• Identify and escalate priority issues to the appropriate leader
• Input and review client information in the Statewide Data System
• Document all call information according to standard operating procedures
• Always maintain exceptional customer service skills, including high call volume periods
• Assist with other duties as needed

Qualifications

• High school diploma or equivalent; Associate degree preferred
• Bilingual (English/Creole) preferred
• Ability to exemplify our Core Values of Integrity, Equity, Accountability, Collaboration, Innovation, Transparency, Consistency, and Benevolence
• Proven ability to connect with a diverse population
• Ability to identify and resolve problems in a friendly, professional, and timely manner
• Knowledge of Best Practice customer service principles and practices
• Minimum 6 months experience in a customer service environment handling high volumes of calls and working with multiple lines
• Knowledge of Microsoft Office Suite
• Ability to achieve Child Care Resource & Referral certification within 4 months of employment
• This position requires successful completion of the level 2 background screenings as set forth in s. 435.04, F.S

Supervisory Responsibilities
None

Physical Demands/ Work Environment

• Work Environment: This job operates in a general office setting. This role routinely uses standard office equipment such as computers, phones, copiers/fax machines. While performing the duties of this job, the employee frequently interacts with team members, providers and the public in person and via telephone and email.
• Physical Demands: While performing the duties of this job, the employee will be required to sit for prolonged periods, at a desk, utilizing a computer and reviewing online and paper documents. The employee will also be required to lift and move up to 25 pounds and occasionally lift and move up to 50 pounds.

The statements in this Job Description are intended to describe the general nature and minimum level of work required. The content should not be construed as a complete list of all duties, responsibilities and skills required to meet the criteria for this position. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Early Learning Coalition of Hillsborough County does not discriminate against employees or clients based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, marital status, familial status or any other characteristic protected by Federal and State law. The coalition will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990, as Amended (ADAAA). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implies or otherwise, other than an "at will" relationship

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