The Intake Department assesses a high volume of clients for DRNY services. The Intake Specialist will help identify clients' needs and direct them to appropriate services. This position reports to the Intake Director. Essential Functions The Intake Specialist performs a wide range of duties, including the following: - Act as the first point of contact with DRNY for Clients;
- Interview prospective clients, family members, advocacy groups, and others, both in person, electronically, and by telephone;
- Use information from these interviews to assess the individual's situation and gather facts necessary to identify key issues and which DRNY priorities the issues potentially fall within;
- Review and summarize incoming written and electronic client correspondence to determine the individual's needs;
- Obtain client information to assess eligibility for services, consistent with DRNY's programs and priorities;
- Quickly and accurately input, track, and retrieve case information in a designated database;
- Work with DRNY staff to identify appropriate solutions for client issues.
- Under the supervision of an Intake Attorney, deliver brief assistance and limited-scope advocacy in relevant situations;
- Identify and provide appropriate resources, information, and referrals to clients as needed;
- Prepare closing materials and pre-closing correspondence that provide the above resources, information, and referrals;
- Respond to time-sensitive matters including but not limited to allegations of abuse and neglect, or issues with urgent deadlines;
- Clearly communicate with clients and others by phone, letter, e-mail, or video conference, or chat as necessary;
- Use de-escalation and trauma-informed communications techniques to obtain information from individuals;
- Respond to and carry out assignments from the Intake Attorneys and the Intake Director, including service request development, client advocacy, and client and contact interviews;
- Act in accordance with identified Priorities and Goals of DRNY;
- Organize, update, and maintain the confidentiality of client and case information, as well as electronic data and paper files;
- Assist in preparing reports to funding sources;
- Maintain accurate time records and client records, including accurate use of the time keeping system which is necessary for DRNY to meet its programmatic and fiscal responsibilities;
- Work both independently and with small teams to complete projects within appropriate deadlines;
- Support DRNY projects and initiatives that foster self-determination, self-advocacy, and coalition building;
- Participate in task forces, coalitions, and committees as assigned;
- Participate as needed in special projects, such as outreach and training;
- Participate in committees, task forces, and other organization-wide groups;
- May be asked to provide multilingual client support;
- Perform additional assignments, which may include providing administrative or clerical support, as needed or directed by staff.
- Be available to travel throughout New York State and outside of New York State as necessary to perform assigned job tasks; and
- Other duties as assigned.
Qualifications - Bachelor's degree preferred or 3 or more years of relevant experience;
- Previous experience working in a non-profit or human services environment;
- Experience working with or for people with disabilities preferred;
- Multilingual skills preferred;
- Ability to balance an active caseload of 60-80 clients at any time;
- Knowledge of Microsoft Office Suite;
- Strong communication skills
- Ability to maintain a professional demeanor and communicate tactfully even under pressure;
- Detail oriented;
- Strong organizational skills;
- Ability to work with a diverse group of individuals;
- Ability to multi-task;
- Must be a New York State resident; and
- Work and reside in New York State consistent with DRNY's policies.
Working Conditions The Intake Specialist usually performs work in a professional office environment and must be able to work remotely. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. An Intake Specialist will be expected to travel within and outside the state as necessary. The annualized salary range for the Intake Specialist position is between $47,000 and $72,000. DRNY offers a comprehensive benefits package to full-time employees. This includes employer-paid premiums for health, dental, vision, life, and disability insurance. Full-time employees also receive generous paid time off benefits and are eligible for our SEP IRA and 403 (b) retirement plans. To view more about our organization, check out our YouTube videos highlighting DRNY's mission in advocating for the civil rights of individuals with disabilities. Please visit our DRNY YouTube Channel and review our DRNY Press Releases.
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