Full-Time Intake Coordinator
Job Description
Summary: The Intake Coordinator ensures the highest level of service to callers and maintains JFS as a highly regarded source of service connection, information, and resources for the community. The JFS Intake Coordinator responds to inquiries, conducts initial assessments, provides needed information, and connects callers to internal and community resources as requested and indicated. The position supports and implements administrative functions, ensuring high-quality client care and safety.
Essential Functions:
- Responds to telephone, electronic, and walk-in inquiries and referrals, ensuring JFS’ high standards of client service and responsiveness.
- Conducts and documents initial intake assessments to gather essential information to determine client’s presenting situation.
- Refers clients to JFS services, community resources, and other community organizations as needed.
- Collaborates and communicates frequently with supervisor and JFS staff.
- Documents all client communications, interactions, resources provided, referrals, and follow-up results in client database.
- Maintains current waitlist and communicates with clients as needed.
- Conducts follow-up calls and surveys with clients, caregivers, and service providers to ensure needs were met and documents responses for PQI and reporting purposes.
- Communicates to supervisor any issues that may impact service delivery or continuity of services for clients.
- May provide outreach and training to community agencies, congregations, and organizations. This may include public speaking, managing information booths at community events, and distributing informational materials.
- Demonstrates teamwork, compassion, and high-quality service delivery.
- Explains fee determination information and procedures to clients and JFS staff and sets fees for core counseling clients.
- Identifies trends in referrals to assist with program planning.
Additional Responsibilities:
- Demonstrates support of the JFS mission and values.
- Performs other duties as required or assigned.
- Complies with all company policies and standards.
Qualifications: To be successful in this position, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with varying abilities to perform the essential functions.
Education: Master’s Degree in social work, counseling, psychology, or related field required.
Work Experience: Minimum of two years of experience directly related to the delivery of psychotherapy and/or social services.
Knowledge, Skills and Abilities:
- Ability to conduct effective interviews and psychosocial assessments and diagnostic skills.
- Outstanding customer service skills.
- Knowledge of community support services and resources.
- Skill in preparing and maintaining accurate and timely intake and referral record documentation.
- Ability to counsel clients and families in life management and coping skills.
- Skill in gathering data, compiling information, and preparing reports.
- Ability to use general office equipment, computers, and related software programs.
Licenses, Certifications and Professional Affiliations: N/A
Competencies:
- Client Focus: Exhibits the values of kindness, fairness, excellence, and service to others. Dedicated to meeting client needs. Builds positive and professional client relationships. Understands the need for flexibility and changes to procedures and programs to meet clients’ needs.
- Communication Skills: Adapts behavior and communications to multiple learning styles. Aware of the impact of personal style on others’ perceptions and works to make the impact positive and productive. Clearly communicates changes in priorities and resources.
- Interpersonal Agility: Displays diplomatic and tactful behavior. Is collaborative and promotes professional working relationships with coworkers. Builds positive relationships with all JFS stakeholders.
- Organization: Manages time well. Ability to manage multiple projects concurrently. Effective in priority setting.
Supervisory Responsibilities: N/A
Work Environment: Work is typically performed in an office environment and exists the potential for stressful and emotionally charged encounters when dealing with the population served
Physical Demands: This position requires prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.
Travel: Travel may be required for meetings with individuals and/or groups.
Other: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
JFS provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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