POSITION TITLE: Intake Coordinator
REPORTS TO: Intake and Client Navigation Program Director
STATUS: Full-Time/Non-Exempt
POSITION PURPOSE:
The Intake Coordinator is responsible for ensuring individuals contacting The Senior Source receive timely and appropriate services in a caring, culturally competent and respectful manner. The Senior Source receives hundreds of phone calls and emails a month from older adults, their caregivers and other organizations seeking assistance and services at The Senior Source. The intake department is a new one for The Senior Source and will be the agency’s first line of communication, service and referrals. The goals of this department are to ensure those reaching out to The Senior Source are served quickly and comprehensively, and that they feel welcomed and supported from their first encounter.
The Intake Coordinator provides the first point of entry for clients into the organization and assesses needs to direct the individual to services within The Senior Source or refers to other organizations that can best serve their needs. This position is responsible for handling inquiries and screening clients for services, benefits and resources in a culturally competent and respectful manner, and using information gathered to determine the next best course of action, as well as documenting all interactions and maintaining appropriate database records. This position uses phone interaction with clients most of the time and does not have direct reports. Must possess excellent customer service and people skills, time management skills and strong attention to detail.
RESPONSIBILITIES INCLUDE:
• Managing incoming calls and emails timely and accurately, while documenting client data in Salesforce database.
• Obtaining documentation and paperwork needed to complete client records.
• Providing external referrals and resources by phone, email or in person.
• Demonstrating excellent customer service skills with the ability to interact with diverse clients and confidently navigate various situations quickly, while making appropriate decisions regarding client needs.
• Screening clients for needed services and making referrals to appropriate programs and staff.
• Maintaining accurate and up-to-date external resources to share with clients.
• Supporting utility bill pay assistance for clients by gathering needed documentation and directly helping with pledging payments and providing that assistance to eligible clients.
• Follows up with clients as needed.
• Demonstrates ability to work collaboratively with team and other departments.
• Performs other duties that may be assigned to support the program and organization.
EDUCATION:
Bachelor’s degree in social services or medical field preferred with 2+ years of customer relations job experience or any combination of experience that provides the required knowledge and abilities to perform the duties listed.
QUALIFICATIONS INCLUDE:
• Excellent Computer Proficiency in Microsoft Office and database software.
• Excellent verbal, written, and communication skills.
• Strong time management and organizational skills.
• Ability to carry out assignments and projects without detailed instructions
• Capacity to work in a newly developed program that requires a high level of adaptation and willingness to be flexible as the program evolves.
• Bilingual English/Spanish strongly preferred.
• Culturally competent and able to work respectfully and effectively with diverse populations.
POSITION POSITIVES
• Generous PTO policy
• 403B contribution plan with employer matching
• Opportunities for working remotely with supervisor permission
• A collaborative culture with team building and staff events throughout the year
To apply please submit a resume and cover letter to MyNewJob@theseniorsource.org
The Senior Source is the #1 resource in the Dallas area for empowering and equipping individuals and families to navigate aging. Since 1961, we have provided financial and emotional services for older adults to age with dignity and purpose. Whether older adults are navigating financial matters, caregiving issues, or senior living options, The Senior Source guides them towards a successful solution.
Diversity and inclusion are essential to The Senior Source’s mission of enhancing the quality of life of older adults in Dallas. We continually foster and support the principles and values of our agency by promoting an environment that is welcoming and inclusive of all values, opinions, experiences, cultures to best address the needs of our employees, clients, and volunteers.
The Senior Source is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
