Job Summary:

The Intake Specialist plays a vital role in providing exceptional customer service by managing the central intake process for the Housing & Financial Stability programs. This position involves assisting clients through multiple channels, including phone, email, online platforms, and in-person interactions. Responsibilities include conducting initial screenings, assessing client needs, and directing them to the appropriate services. The Intake Specialist collaborates closely with Budget and Housing Counselors to facilitate seamless enrollment and ensure ongoing support for both clients and team members.

Duties/Responsibilities:

Greet and assist customers via phone, email, internet, and in-person. Answer questions and provide information and referrals using the appropriate intake forms.
Provide intake packets, instructions, and assist with the web-based customer portal.
Conduct new customer intake and pre-screening for programs and services based on eligibility and needs.
Offer clients community resources, and maintain list of resources to ensure they are accurate and up to date.
Explain required documents for appointments and maintain records of all customer contacts, actions taken, and status updates using the appropriate software.
Collaborate with the Lead Budget/Housing Counselor and other counseling staff to ensure excellent customer service and support.
Send workshop and appointment reminders to customers via letter, phone, email, or text.
Perform database entry and document management.
Assist with file reviews for various programs using a checklist.
Attend team, staff, and community service meetings as required.