Intake Specialist

4 days ago

Buffalo, New York, United States Child & Family Service Full time
Job Summary

This is a newly created position well-suited for someone who enjoys interacting with and helping others. The Intake Specialist will serve as the first point of contact for all Child & Family Services inquiries via phone or email. The primary focus is to communicate with individuals and guide them to the correct services by providing information, screening for IPV and/or unique needs, and assigning and transferring cases to appropriate staff. Throughout the process, the Intake Specialist will be expected to enter case updates into the case management system as well as provide reports as needed. Extensive training and support will be provided, including basic mediation, conflict coaching, and restorative practices training.

Responsibilities
  • Retrieve and manage all voicemails and 'mediate' emails and work with Child & Family Services staff who case manage
  • Retain and file communication according to systematic process and procedures
  • Enter 100% of referred cases into the case management system and assign them to appropriate staff
  • Refer callers who are not appropriate for services to relevant resources and/or to resources offered throughout the community
  • Conduct Domestic Violence/IPV screenings, referrals, and linkage to advocates or legal services when appropriate
  • Respond to basic information inquiries from current clients
  • Work alongside other operations staff to ensure efficiency in service-provision
  • Identify potential problems and points of friction and help find solutions
  • Identify opportunities to expand or shift course based on community needs
  • Utilize the electronic case management system to prepare regular reports
  • Work collaboratively with a focus on teamwork across all Child & Family Services initiatives
  • Attend and participate in regular meetings
  • Attend professional development trainings as required
  • Incorporate the agency mission, values, and philosophy in decisions, behaviors, and actions
  • Model and practice sensitivity, fair treatment, and acceptance of diversity in all interpersonal interactions and in accordance with trauma-informed practices
Requirements
  • Bachelor's Degree and at least 2 years' experience in a similar role or Bachelor's Degree and 2 to 3 years' experience in providing direct support in a human service organization
  • Possess and maintain knowledge of community, legal services, and internal agency program resources (strongly preferred)
  • Excellent interpersonal engagement skills and can put people at ease quickly
  • Demonstrates problem-solving and conflict resolution skills in both organizational and interpersonal matters
  • Maintains positive working relationships with program staff and others within the agency
  • Possesses a commitment to client-centered decision making
  • A commitment to confidentiality
  • Demonstrates initiative and serves as a role model within the program
  • Strong organizational skills to effectively manage multiple cases, projects, schedules, calendars, etc
  • Strong interpersonal, listening, oral, and written communication skills
  • Demonstrates sound decision-making
  • Is proficient in Microsoft Office programs, demonstrates a commitment to data integrity, and maintains accuracy and attention to detail in the utilization of case management system
  • Good judgment in setting priorities, fulfilling responsibilities, and organizing workload, proved through education or experience
  • Flexible in ability to work independently within a team-based environment, and be willing to adapt responsibilities according to program needs

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