Intake Coordinator I
The Intake Coordinator Level I (IC1) position is the first resource connection for families and individuals seeking services from CHS. The IC1 will work with potential clients on the phone and in person to understand their situation and determine if the person should be scheduled for intake into CHS or referred to external resources. If the person is appropriate for CHS services IC1 will connect to appropriate staff members for further assessment.
The IC1 assists the team with the intake and referral process, including but not limited to, making the initial contact with potential participants, using assessment tools to identify appropriate services, ensure tangible goods are maintained and accessible, ability to complete the core intake packet, and documenting all contacts in the agency data system. This will involve serving as a point of contact for potential participants, fostering a collaborative relationship with them and other appropriate agency staff.
The IC1 works as part of the Intake and Customer Service team to ensure that every potential customer leaves our office with more resources than when they arrive. The IC1 is under the general supervision of the Director of Customer Service and Intake.
CHS uses the Housing First and Harm Reduction service delivery models, assisting clients with housing as the immediate need without requirements to abstain from any harmful behavior prior to being housed.
Full time employment benefits include; Health, Dental, Vision, Generous PTO and Holidays. Life Insurance/STD/LTD and 401(k).
The IC1 is the first point of contact with potential program participants. These responsibilities and duties are to:
- Answer incoming calls, messages, and emails daily and gather all pertinent information surrounding individual/family needs, with a standard of returning all contacts within two business days.
- Record and track contacts with potential customers in the agency data systems.
- Use assessment tools and skills to determine if participant could benefit from CHS service portfolio.
- Provide linkages to external resources or services to individuals/families that are not appropriate or eligible for CHS services.
- Maintain tangible goods and informational materials available through CHS.
- Set clear expectations to prepare potential customers for intake interviews, including gathering any required supporting documentation.
- Share information on potential customers with members of the intake team to prepare for intake interviews.
- Conduct thorough and timely intake assessments for non CH programs for individuals experiencing homelessness, In Home and Hoarding.
- Diplomatically handle difficult and demanding calls from potential and/or current program participants and use independent, good judgment to determine how calls are to be processed.
- Assist with staffing the front desk, as needed.
- Excellent communication and interpersonal skills.
- Strong organizational, phone and computer skills, including using computer databases.
- A working knowledge of the social service system through life or job related experience.
- A willingness to work collaboratively in a team setting.
- Strong ability to navigate the internet to familiarize and access various resources.
- Ability to work and travel independently.
Equal Employment Opportunity