Client Intake Specialist

JOB SUMMARY:

Perform a variety of administrative and clerical tasks such as welcoming and greeting clients and other visitors, answering, screening and routing incoming phone calls, filling and scanning documents. Assist House of Hope clients and others by providing organization services including, but not limited to assessment and screening for financial assistance, food pantry services, Clothes Closet, holiday programs, and referral to other community social services. Maintain case files, and perform timely and accurate collection of client data with entry into the organization’s database and appointment scheduler. Fluency in English and Spanish is required.

DUTIES AND RESPONSIBILITIES:

Greet clients and other members of the public in a courteous and professional manner whether on the telephone or in person.

Answer, screen and forward incoming calls.

Order office supplies and keep inventory of stock.

Provide callers with House of Hope information, e.g., address, directions, fax number and website.

Provide House of Hope clients and the public with information and referrals to other community services and resources.

Provide general administrative office support to Project HOPE program staff including a variety of clerical activities and related tasks including but not limited to the preparation of memos, correspondence, reports and other documents, photocopying, faxing, filing and scanning.

Assist Project HOPE program staff with provision of all Project HOPE (Helping Others Progress through Empowerment) components, including but not limited to: Financial assistance, Clothes Closet, Pantry services, Case management, and Holiday programs.

Develop and maintain expertise in public and private resources applicable to the county’s low-income population.

Develop a resource referral base and build relationships with community-based organizations, including educational, health, governmental and other human service agencies.

Assist House of Hope clients with information and referrals to empower the client to access community services and resource, which may include assisting clients with applications for public assistance programs including SNAP, health insurance and subsidized childcare.

Ensure accurate and timely collection of client data related to Project HOPE programs.

Prepare and maintain case files as well as monthly administrative reports, client statistics and progress reports.

Cover various shifts at multiple locations as needed.

Oversee the organization and daily operations of the food pantry including but not limited to:

Ensure food is ordered as needed and properly stocked and inventoried while consistently following and enforcing Project Hope pantry eligibility criteria.

Ensure all staff and volunteers follow all food safety guidelines, security procedures, cleanliness and pantry standard operating procedures (SOPs).

Oversee the operation of the Point of Sale system, inventory processes and accurate data entry.

Maintain the accurate upkeep and compliance of all logs, records, ordering processes and demographic reporting pertaining to the pantry SOPs.

QUALIFICATIONS:

Education/Experience

Associate’s degree in a related field (such as human services). One to two years of related experience. Bachelor’s degree in related human service field (e.g., psychology, social work, sociology, etc.) may substitute for the experience requirement. Two years directly related experience may substitute for each year of the education requirement, if there is demonstrated knowledge, ability and skills to perform the work.

Knowledge, Skills and Abilities

Fluency in English and Spanish is required.

Strong verbal and written communication skills.

Knowledge of community social services and resources.

Must be punctual and demonstrate excellent phone etiquette.

Ability to organize, set priorities and meet deadlines.

Ability to multi-task and work independently with a minimum of supervision.

Ability to exercise good judgment and discretion. Maintain confidentiality of clients, donors, co-workers and agency.

Ability to relate well to individuals of all backgrounds and socio-economic levels in person or over the telephone

Possesses interpersonal skills necessary to develop and maintain effective and appropriate working relationships with customers, co-workers and representatives of other agencies.

Knowledge about the operation of general office equipment, standard computer-based programs and applications, including Microsoft Office.

Must have reliable transportation

Ability to maintain clean, well-groomed appearance and dress appropriately for the position.

Compliance with House of Hope policies and procedures.