Intake Coordinator

Serves as the first point of contact for all participants and organizations visiting the Perks Family Equine Center. Supports the facility by serving the needs of internal and external customers/organizations by ensuring and assisting them in having a positive experience with the Rockford Park District.

Leadership by Values

• Establish and maintain a high level of citizen confidence.
• Assist with establishing and maintaining exceptional relationships with internal team members and external stakeholders.
• Create a work atmosphere that is safe, healthy, secure, and is conscious of work-life balance as well as the Park District’s goals.
• Support and ensure a culture of diversity, equity, inclusion and belonging exists in all areas of the Rockford Park District.
• Contribute to the success of the organization by following local, state, and federal standards.
• Works with teams to engage in industries best practices to continue to develop and keep abreast of industries standards and best practices.

Operational Excellence

• Greets all visitors to the Perks Family Equine Center and connects them with the appropriate programming team member.
  
• Courteously, knowledgeably, and professionally operate phone equipment, answer public inquiries, transfer calls, and relay messages for staff.
  
• Develops, updates, and maintains a log of phone call messages and emails.
  
• Accurately and efficiently obtain demographic information to maintain household database, and then register customers for park district programs, reserve facilities, issue permits/passes, and collect fees.
  
• Distributes completed enrollments, registrations, and waivers to appropriate program personnel
  
• Works with the Program Manager on scheduling arenas, Equine Specialists, and Mental Health Professionals for Equine Assisted Learning and Psychotherapy.
  
• Assists the Program Manager on coordinating outreach appointments with community organizations and agencies serving youth in our community.
  
• Ensures that appropriate security measures are in place for the collection and transmission of sensitive customer data.
  
• Works with Customer Experience Specialist of Trailside on scheduling recreational arena and other spaces time.
  
• Organizes curriculum, program binders and makes copies as needed.
  
• In cooperation with the Maintenance Supervisor, ensures that team office spaces are appropriately maintained, free from safety concerns, and provide for a reasonable level of privacy.
  
• Quickly and effectively solves customer issues and concerns to ensure total satisfaction.
  
• Ensures that a publicized customer complaint procedure is in place and responds to all service improvement issues within 24 hours.
  
• Assists the programming team with organization of common drives systems.
  
• Restocks and organizes marketing and educational resources specific to the PFEC and Trailside.
  
• Executes facility orders of merchandise, uniforms, supplies, etc.
  
• Ensures accurate inventory of facility merchandise and prepares reports as required.
  
• Assists with maintaining and updating department forms.
  
• Assists with compilation of reports as assigned.
  
• Distributes information packets for the various programs.
  
• Assists in compiling information for monthly reports as directed by supervisor.
  
• Develops and maintains annual fee assistance application forms and establishes filing systems for documentation of qualified applications.
  
• Determines eligibility guidelines for fee assistance applicants working with established criteria provided by the Federal Government.
  
• Develops payment plan schedules with customers and coordinates entries with accounting.
  
• Serves as an active contributor in the development of the departments operational plan.
  
• Utilizes financial resources in a cost effective, efficient manner and according to policy.
  
• Assists in annually updating the department procedural and safety manual.
  
• Ensures all revenue sources are legal and consistent with the districts mission.
  
• Develops job strategies and plans that support the department’s operational goals. Identifies timetables for completion.
  
• Plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.
  
• Communicates relevant trends and/or anticipated positive or negative operational conditions that may impact the District.
  
• Informs the General Manager of any request for information from the board, media, or other outside source.
  
• Sort and distribute all incoming mail to the Rockford Park District team members

Customer Satisfaction

• Provides quality customer service to all patrons, guests, and other Park District employees.
  
• Ensures a superior customer experience in all interactions through outstanding service capabilities, knowledge, flexibility, and thoroughness.
  
• Communicates clearly with all customers ensuring their complete understanding of the services rendered. Quickly and effectively solves customer problems to ensure total satisfaction.

Compliance

• Maintains a working knowledge of department safety procedures.
  
• Attend safety training programs and educational in-service trainings as required.
  
• Ensures that all work performed is conducted in a safe and timely manner adhering to standards of safety and effective equipment utilization.
  

High School, plus 1 year of other schooling, with 1-3 years of related work experience. Preferred background in health and human services with assessment, customer service, and crisis intervention skills.

Critical Skills, Knowledge, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Ability to problem solve in a variety of situations.
• Ability to handle multiple tasks simultaneously and function in a high stress environment
• Must have the ability to de-escalate others and redirect within high stress situations
• Ability to work with customers in a variety of emotional states and function with principles of crisis management in mind
• Work effectively with other District employees, partners, vendors, donors, and volunteers
• Ability to professionally network and publicly represent the Rockford Park District
• Have a team orientation approach when working with others
• Ability to follow direction from facility management, demonstrating flexibility as a team-player
• Proficient in Microsoft and other electronic systems including but not limited to, Basic Office Equipment, Outlook, Internet, Credit Card Machine, Postage Machine, Play-line/phone system
• Must be able to pay attention to detail.
• Commitment to follow procedures exactly in the correct order.
• Must demonstrate good communication skills including expressive, written, and receptive.
• Must possess good organizational skills.
• Possess strong analytical, problem solving, and decision-making skills and ability to exercise initiative
• Knowledge of the Rockford area and the populations served by the Rockford Park District
• Have a good understanding of the Park District programs and facilities.
• Have a good understanding of Rockford Park District policies, especially regarding refunds, registration, etc.
• Ability to work a varied schedule to include nights, weekends and holidays as needed.
• Must be certified in First Aid, CPR and AED equipment.
• Maintain a valid driver’s license.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Light work:

• Exerting up to 50 pounds of force rarely
• Exerting up to 20 pounds of force occasionally
• Exerting up to 10 pounds of force frequently to move objects.

• Must be able to perform moderately physically intensive tasks, potentially including any combination of the following: climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, lifting, grasping, feeling, talking, & repetitive motions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Working indoors and outdoors most of the day. May be exposed to inclement weather conditions. Will work with chemicals occasionally while cleaning. Will experience work pace/pressure and large crowds during events.