Job Description

Intake Manager

FULL TIME – EXEMPT: 40 Hours per week

Hybrid 

SUMMARY   

Rian’s Intake Manager is responsible for the registration of new clients, internal and external triage, front desk coverage, and the coordination of interdepartmental referrals. This role requires a high-level skill set for screening and referral triage, customer service, critical thinking, and the ability to navigate various applications and computer systems. The Intake Manager will supervise one full-time Programs Support Specialist, one part-time Intake Specialist, and one part-time front desk volunteer, and will collaborate closely with Rian’s various programs and departments.  In addition, they will ensure accurate and complete data collection and provide support with monitoring and assessing clients’ experience and outcomes. The Intake Manager will form part of a new team at the Rian Immigrant Center and as such, the service model will be evaluated on an ongoing basis and may be adapted as we learn what works best. 

RESPONSIBILITIES 

• Conduct registration and intake with new clients by phone and in person; review and follow-up with online intakes; contact individuals regarding missing information and/or documentation
• Provide clients with internal and external referrals and resource navigation support to meet their goals; assist with coordination between departments and scheduling appointments, and provide follow-up as needed
• Provide supervision for one full-time Programs Support Specialist, one part-time Intake Specialist, and one part-time front desk volunteer
• Maintain an in-person presence at least three days a week during normal business hours in Rian’s downtown Boston office, providing front desk coverage and administrative support, and assisting walk-in clients with their intakes and/or questions
• Collaborate with staff across programs to support and enhance the client experience
• Maintain accurate, up-to-date files, statistics, and records
• Establish, track and meet program indicators and contribute to reporting and grant proposal needs
• Collaborate with Special Project Manager to monitor and evaluate services and provide feedback for data-driven service improvements
• Manage and oversee a current list of community resources in collaboration with other programs
• Participate in team and agency-wide meetings, operational tasks, planning activities, trainings, events
• Support the mission and values of Rian by demonstrating a commitment to social justice and equity; actively participating in Rian’s efforts toward being an anti-racist organization; and value, promote, and integrate anti-racist ideas and policies into our work. 
• Maintain professional and ethical standards in all activities, including interactions with clients, staff, and the wider community 
• Other duties as assigned. This position will form part of a new team at Rian and as such, the service model will be evaluated and refined on an ongoing basis as we learn what works best. Processes may be added or changed as the service is launched and evolves.

QUALIFICATIONS:

• A commitment to the overall mission and values of the Rian Immigrant Center
• Excellent communication, critical thinking, and interpersonal skills
• Commitment to and experience working across cultures 
• Fluency or strong proficiency in Spanish or Haitian Creole preferred (other language proficiencies will also be considered)
• The ideal candidate will have had some experience with at least one of the following: social work or case management, intake or admissions coordination, customer service, or program administration
• Demonstrated time management and organizational skills
• Comfort navigating a hybrid work environment
• Familiarity with the barriers associated with the immigration system and demonstrated commitment to working in solidarity with communities that have experienced systemic oppression 
• Ability to respond flexibly and with sound judgment in a fast-paced, evolving environment
• Previous supervisory experience a plus, but not required
• Ability to work as a team member with other program staff and in collaboration with partner agencies
• Knowledge of community resources and agencies that serve immigrant and refugee populations preferred
• Skill with Google Suite applications, Microsoft Word, Excel, and email, and a willingness to learn and adapt to new technologies and systems, experience with Salesforce a plus

Status: Exempt

Reports to: Victoria DiCianni, Special Project Manager

Salary: 55k-60k

How to Apply: Please send a cover letter and resume as a PDF to

ca****@ri********.org











with Intake Manager as the subject line. 

Rian Immigrant Center is committed to a policy of providing equal employment opportunities for all and does not discriminate on the basis of race, color, ethnic or national origin, creed or religion, gender identity, sexual orientation, marital status, age,  veteran status, or physical or mental disability. We encourage applications from all those interested and qualified. 

ABOUT RIAN IMMIGRANT CENTER

Rian Immigrant Center offers a comprehensive, multi-service approach to supporting families from more than 126 countries. Rian provides the immigration legal, resource  and support services, and educational support immigrants need to gain stability,  security, and build pathways to success. Rian was founded in 1989 by a group of  immigrants, and we have assisted over 40,000 immigrants make successful transitions  to new beginnings in New England.

In addition to our services, rooted in the tradition of welcoming others and social justice, we  help newcomers find community, and stand up for immigration policies that are humane  and just. We are proud to continue the tradition of welcoming immigrants to this country  and working together to create a better future for all. Rian strives to intentionally create an  environment for staff, individuals we serve and others, that fosters intercultural belonging,  and is anti-racist and equitable. We are committed to valuing and promoting anti-racist ideas  and policies.

Working at Rian: Our staff of thirty-plus; immigration attorneys, social workers, educators,  youth workers and others, bring enthusiasm and a commitment to our mission and the  work at the Center. We work as one team. Our generous benefits package includes a hybrid  work environment with flexible work time, health benefits, 20 vacation days, 15 holidays, 5 sick days, a 403(b) plan, and occasional off-site community building time together.

We are looking for candidates who can bring their knowledge, either through lived or work experience, to the unique needs of undocumented and DACAmented students, trauma-survivors, and immigrants whose status is at risk.

How to Apply

Job Types: Full-Time. Salaries: 40,000 - 60,000.

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