Intake Technician

Function

Performs a wide variety of complex administrative, technical and paraprofessional duties. Assists a full service delivery team or work units to meet the needs of customers seeking or receiving public assistance. Assists in the implementation of policies, procedures and programs to increase the self-sufficiency of customers.

Examples of Work

• Conducts interactive interviews using competency-based techniques to identify customer/client needs and make appropriate referrals. Completes necessary paperwork for documentation and determines eligibility.

• Sets up case files, logs and assigns cases to professional staff. Establishes and maintains case records by utilizing case management techniques to ensure accuracy and deadlines.

• Assists customer services staff and full service delivery teams in locating case records for applications and in Food Stamp Renewals. Administers and maintains a limited caseload such as Food Stamp and Medicaid applications.

• Completes basic data entry for tracking purposes in appropriate categories. Conducts multiple computer record searches including Multiple System Inquiry (MSI), Division of Motor Vehicle (DMV), Virginia Employment Commission (VEC) , and State Verification Exchange Systems (SVES), programs.

• Maintains monthly statistical data and transfer-in caseloads. Mail notices and checklists to customers failing to respond to appointments.

• Provides back-up coverage for Customer Service Staff. Participates in committees, focus groups and task forces.

• Performs other related duties as assigned.

Qualifications

Graduation from high school or GED; Considerable administrative support experience to include some direct customer service work. Considerable knowledge of computer operations and ability to perform data entry functions. Ability to perform basic math operations; ability to interact effectively with diverse populations and provide good customer service; ability to receive and convey information to others; ability to communicate effectively orally and in writing; ability to read, interpret documents and apply regulations, policies, and procedures. May be required to possess a valid driver's License and have a satisfactory driving record according to the City of Hampton criteria. Must successfully pass a background check related to this position prior to any offer of employment or promotion. Any acceptable combination of education and experience that qualifies an applicant may be considered for the more specific requirements listed above.

Features

Performs duties under the general supervision of Sr. Case Manager. Must be able to handle multiple tasks. Requires patience, tact and independent judgment. Requires flexibility and willingness to participate as a team. Considerable contact with a diverse population, related agencies and community organizations.