Intake Specialist

Job Title: Intake Specialist

Date: June 2021

Job Grade/Classification: Non-Exempt Reporting Structure: This position reports to the Program Coordinator

Job Summary: This position provides administrative support to the organization and ensures the efficient and effective operations for multiple locations. The position supports leadership and employees through a variety of responsibilities related to the organization primarily to include assessment and intake duties. The incumbent handles confidential and time-sensitive material and effectively communicates, ensuring that intake services are completed accurately, timely and delivered with a high degree of quality. This position reports to the Program Coordinator.

Responsibilities, Duties & Accountabilities:

The core, critical and essential work duties, functions and responsibilities of the position are as follows:

• Primary responsibility for comprehensive identification and assessment of client needs, and based on intake of information, refers for internal or external services as appropriate; connecting the client to corresponding programs within and outside of the organization; • Responsible for the effective coordination and dispatching of services to include response, transportation and delivery; dispatches and deploys staff, service and vehicles based on communications received; addresses concerns and issues as they arise; • Supports staffing patterns and schedules for other team members based on client needs and required and requested services; works with the Program Coordinator and Program Support Clerk to determine staffing needs and other information necessary for the smooth flow of work regarding team members; • Assists in the scheduling of Transportation Drivers for pick-up and delivery; helps to select most efficient routes for each driver based on the requests for the day; • Is knowledgeable and works with others to ensure the vehicle availability; and assigns drivers, and extra drivers when needed; • Ensures efficiencies for services by planning, coordinating and consolidating requests for services for specific destinations; • Anticipates weather complications along routes and at the drivers’ destinations; communicates delays and route changes as necessary; • Maintains radio and/or phone contact with drivers; receives and dispatches response and emergency aid when needed; • Maintains and reviews operation records; monitors daily logs for errors and/or compliance violations; • Answers phone calls, walk-in visitors and emails, handling all requests and issues timely, accurately and professionally; effectively and professionally addresses complaints, tactfully and courteously, handling and resolving concerns, ensuring quick resolution; documenting and bringing them to the attention of the Program Coordinator, Executive Director or Human Resources as appropriate; • Responsible for timely and professional responses to clients, customers, volunteers, vendors and the general public; • Maintains professional working relationships with co-workers, vendors, clients and the general public; Wood County Senior Citizens Association, Inc. • Takes a proactive, positive and sincere interest in our clients, ensuring continuity of the company’s long standing relationship with the community; • Complies with all organizational policies, standards and protocols, Standard Operating Procedures (SOP’s), Departmental Checklists and other required rules and practices; • Complies with all training (in-person, video, classes, etc.) and successfully participates in and completes/passes all required trainings; follows all Departmental Checklists and Standard Operating Procedures (SOP’s); • Serves as a back-up support to the Administrative Assistant as needed • Other projects and duties as assigned. Position Requirements and Qualifications: • High school diploma or GED, supplemented by college courses in Office Administration or a related field of study; College Degree specializing Human Services is preferred. • Must successfully complete, pass and maintain the requirements for the WV CARES (Registry & Employment Screening is administered by the Department of Health & Human Resources and the WV State Police Criminal Investigation Bureau (CIB) in consultation with the Centers for Medicare & Medicaid Services (CMS), the Department of Justice (DOJ), and the Federal Bureau of Investigation (FBI)) • Minimum of two (2) years of experience working in Office Administration in a public setting, and/or providing customer service or working with the general public • Minimum 2-3 years’ work experience in general business, working with non-profit agencies or other grant compliance and/or government administrative work environment or operations, preferred, with demonstrated experience in interview, intake techniques • Ability to work at a fast pace and under pressure; must possess sensitivity in understanding client’s needs • Strong organizational skills to ensure coordination of coworkers related to client requests, available staff, and assign routes; Basic understanding of geographical area and mapping programs to facilitate efficient routing • Previous successful experience working with senior citizen populations • Demonstrated computer skills, preferably working with Microsoft Office products, office systems and programs and the ability to successfully navigate and maintain current knowledge and skills working with technology • Demonstrated above-average verbal and written communication skills • Ability to maintain confidentiality and use discretion in working with proprietary and other sensitive information • Demonstrated ability to maintain organized and prioritized workloads and manage multiple tasks and projects at the one time • Demonstrated ability to work independently and within a team setting, maintaining professionalism and effective work relationships with other employees and staff • Regular and routine attendance with the ability to work occasional evenings and/or week-ends • Ability to adhere to regular and routine attendance • Ability to maintain a satisfactory and required attendance, punctuality and ability to work flexible schedules

This job description is not designed to provide a comprehensive listing of duties and activities, which may change within the timeframe of the job description.

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Data entry: 1 year (Required)

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Preferred)

Ability to Relocate:

• Parkersburg, WV 26101: Relocate before starting work (Required)

Work Location: In person