Intake Specialist

About the role

The Intake Specialist will support incoming calls, client screening, triage, information and referral services, and resource navigation for older adults, individuals with disabilities, caregivers, and families.

Responsibilities

• Receive incoming calls and identify caller needs through intake, screening, and triage
• Provide information on available public and private community resources
• Refer callers to appropriate programs, agencies, benefits, or support services based on their needs
• Document client interactions, referral activity, case notes, and required information in a database
• Follow up on referrals with callers and/or agencies to confirm status and provide additional assistance when needed
• Assist callers in understanding service options and how to access available support
• Handle sensitive client information while maintaining confidentiality and program compliance
• Use computer systems, databases, Microsoft Office, and internet resources to locate and document information
• Aid in additional departmental duties, outreach efforts, or emergency/disaster response support as needed

Requirements

• Bachelor’s degree required
• 2+ years of experience in intake, case support, call center, social services, human services, benefits, referrals, crisis support, community resources, or another client-facing support environment
• Experience handling inbound calls, documenting information, and following up with clients or agencies
• Strong communication, listening, and de-escalation skills
• Ability to work with older adults, individuals with disabilities, caregivers, and the general public over the phone
• Proficient with Microsoft Office, especially Word, Excel, and Outlook
• Comfortable using databases, online systems, and computer-based documentation tools
• Bilingual English/Spanish or English/Creole preferred

Benefits

Hybrid schedule