BASIC PURPOSE:
Serve as the first point of contact for individuals and families seeking services through the Family Support Services program, managing client intake, documentation, and triage to Family Support Specialists.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Serve as the first point of contact for walk-in, telephone, and online inquiries to the Family Support Services program; greet clients, log all incoming clients upon arrival, and respond to questions about internal and external services.
- Complete the Universal Intake Application with each new client, collecting demographic, household, and contact information and obtaining signed consent and release of information forms.
- Collect, review, and organize required income and eligibility documentation in accordance with agency policy, and ensure intake files are complete before they are assigned to a worker.
- Administer the Pre-Assessment in the STEPS case management system and score client vulnerability to identify the level of service needed.
- Triage clients to the appropriate program based on documentation gathered and Pre-Assessment results: one-touch files to designated workers, and case-managed files to Family Support Specialists for case management.
- Coordinate with the assigned Duty Day worker and, when available, interns who support intake, routing clients to the appropriate worker or scheduling appointments when needed.
- Monitor the Unite Us referral inbox and flag incoming referrals to the Family Support Coordinator for assignment within required timeframes.
- Coordinate with language access staff to ensure clients with limited English proficiency receive appropriate support.
- Notify Family Support Specialists of new client arrivals, referrals received, and urgent needs requiring immediate attention.
- Maintain accurate, timely, and confidential records, including paper intake files and data entry into STEPS, in order to support client tracking, compliance, and outcome reporting.
- Provide general program and administrative support to the Family Support Coordinator as needed.
- Participate actively in internal staff and program meetings and in appropriate local and state-wide meetings.
Qualifications
EDUCATION: H.S. Diploma or equivalent; Associate degree in Human Services or a related field, , preferred.
EXPERIENCE: 1+ years working with clients in a health, social services, or customer service setting.
SPECIAL SKILLS: Strong organizational and interpersonal skills; attention to detail; dependable, with the ability to prioritize and manage multiple tasks in a busy setting; computer literate, with the ability to learn and use a case management database; ability to work with diverse and vulnerable populations; knowledge of TEAM and area services preferred. Ability to communicate with clients in a language other than English a plus.
