Purpose or General Objective: The Intake Specialist serves as the first point of contact for individuals seeking services through the organization's Mission Services department. This position is responsible for welcoming participants, gathering and documenting intake information, assessing immediate service needs, and connecting individuals with appropriate programs, resources, and staff. The Intake Specialist supports walk-in visitors, phone inquiries, and online referrals while ensuring a positive, professional, and customer-focused experience. This position also serves as a backup Receptionist, providing front desk coverage and administrative support as needed.
Essential Duties:
Participant Intake and Referral Coordination
Serve as the primary intake contact for individuals seeking services through walk-in visits, phone calls, email inquiries, and online submissions.
Conduct initial screenings and needs assessments to identify participant goals, barriers, and service needs.
Explain available programs and services to participants in a clear and welcoming manner.
Determine appropriate program placement and refer individuals to the correct Program Specialist or other service provider.
Schedule appointments and coordinate referrals with Mission Services staff.
Maintain accurate participant records and documentation within designated databases and case management systems.
Follow established intake procedures and eligibility guidelines for all programs.
Track referrals and ensure timely follow-up when necessary.
Customer Service and Front Desk Support
Greet visitors and create a positive first impression of the organization.
Answer incoming calls, respond to inquiries, and direct calls to appropriate departments.
Assist participants in completing intake forms and required documentation.
Maintain confidentiality while handling sensitive participant information.
Provide general information regarding community resources and available services.
Support a welcoming and inclusive environment for all participants.
Administrative Support
Enter participant information accurately into databases and tracking systems.
Prepare intake packets and maintain participant files.
Generate reports and maintain intake statistics as requested.
Assist with data collection required for grant reporting and program outcomes.
Monitor and replenish office forms and informational materials.
Reception Coverage
Provide backup coverage for the receptionist during absences, breaks, meetings, or high-volume periods.
Receive visitors, answer multi-line phone systems, and manage general office inquiries.
Assist with mail distribution and other front desk administrative functions.
Compliance and Confidentiality
Maintain compliance with organizational policies, program requirements, and confidentiality standards.
Protect participant information in accordance with applicable privacy regulations and organizational policies.
Participate in training and professional development activities as assigned.
Education and Experience
High school diploma or GED required.
Associate degree in Human Services, Social Work, Business Administration, or related field preferred.
Minimum of one (1) year of customer service, intake coordination, administrative support, or human services experience preferred.
Experience working with diverse populations and individuals facing employment, financial, or social barriers preferred.
Knowledge, Skills, and Abilities
Strong customer service and interpersonal skills.
Ability to communicate effectively with individuals from diverse backgrounds.
Strong organizational skills and attention to detail.
Ability to assess information and make appropriate referrals based on established guidelines.
Ability to maintain confidentiality and exercise sound judgment.
Proficiency with Microsoft Office applications and data entry systems.
Ability to manage multiple priorities in a fast-paced environment.
Strong verbal and written communication skills.
Physical Requirements
Ability to sit, stand, and move about the office for extended periods.
Ability to operate standard office equipment.
Ability to lift and carry up to 20 pounds occasionally.
Work Environment
Office and front desk environment with frequent interaction with participants, staff, and community partners.
Regular interruptions and changing priorities are expected.
May require occasional evening or special event coverage.
A valid Michigan driver's license with a driving record in compliance with Goodwill of Central Michigan's Heartland, Inc. insurance carrier requirements. Applicant must have reliable transportation with appropriate insurance coverage.