POSITION SUMMARY:
This position serves as the central point of coordination for both internal and external referrals to agency programs and services. The role manages intake and scheduling processes through multiple channels, including phone, online platforms, and in-person interactions. It provides information, resources, and referrals to parents and caregivers experiencing stress across Maryland, helping connect them to appropriate supports. The position also ensures accurate, real-time data entry and tracking within the agency’s database and provides administrative support to program and departmental staff.
RESPONSIBILITES:
· Serve as the central intake point for all agency programs and services
· Coordinate and schedule initial orientations using the agency’s calendar and database systems
· Respond to inquiries and provide information, education, and referrals via phone, email, online chat, and in-person interactions
· Collaborate with callers to identify needs and connect them with appropriate internal and external community resources
· Assist clients in problem-solving and identifying alternative solutions when services are limited or unavailable
· Accurately document and track all client interactions and data within the internal database
· Provide support to families in crisis, including de-escalation and consultation in urgent or high-risk situations
· Support the onboarding and training of volunteers and student interns related to helpline operations
· Maintain up-to-date knowledge of statewide databases, search tools, and community-based resources
· Stay informed on current parenting practices and evidence-based approaches through ongoing research and professional development
· Conduct client satisfaction surveys and complete follow-up activities to assess service effectiveness
· Maintain and manage program data, records, and reporting requirements in accordance with organizational standards
· Participate in staff meetings, trainings, and professional development opportunities as requested
EDUCATION:
· Associate’s degree in Child Development, Human Development, Social Work, Counseling, Psychology, Human Services, or a related field required
· Bachelor’s degree in a related field preferred
· Five (5) or more years of experience in helpline services, call center operations, or client scheduling may be considered in lieu of formal education requirements
EXPERIENCE:
· One (1) to two (2) years of experience in call center operations, helpline services, or client scheduling
· One (1) to two (2) years of experience in human services or a related field
· Demonstrated knowledge of community resources and service networks
SKILLS:
· Proficient in computer applications, including Microsoft Office Suite and data management/tracking systems
· Ability to perform accurate real-time data entry while simultaneously responding to client needs
· Strong verbal and written communication skills
· Demonstrated empathy and ability to remain calm and de-escalate high-stress or crisis situations
· Excellent active listening and interpersonal skills
· Knowledge of child development and effective parenting practices
· Knowledge of child development and parenting skills building