Summary of Position: Responsible for maintaining an effective system for intake services that includes screening candidates for program eligibility, working with staff to coordinate assignment of a Client Support and Service Coordinator, and maintaining accurate data for the True North Project. The Intake Specialist serves as the first agency representative for veterans seeking assistance, community partners making referrals, and at outreach and community events.
Position Type: This position is nonexempt and reports to the Program Manager.
Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The functions listed below are representative of the knowledge, skills and/or ability required for the position.
Acts as the primary contact for all program inquiries, requests for service, and referrals from external referral sources including the VA and social service organizations.
Assists in cultivating ongoing relationships with other service providers (such as mental health and substance abuse providers) and providing important referral and resource information to co-workers to ensure the most up-to-date and comprehensive database of resources for Veterans in the program.
Attends all required outreach events within the community to actively recruit eligible Veterans.
Develops and implements customer-service based processes to effectively manage intake services for the True North Project. In the spirit of excellent customer service, the Intake Specialist will be responsible for responding to all inquiries about available services and resources, accepting referrals from community partners, conducting eligibility screenings by phone and in-person, and assigning a Client Support and Service Coordinator to eligible individuals. These processes must be completed within established timelines and handled with sensitivity and optimism.
Facilitates smooth transitions for program participants from the referral process to the assignment of a Client Support and Service Coordinator.
Facilitates appropriate referrals to other service providers for veterans not eligible for VOA of IL services.
Maintains HMIS and ServicePoint databases for tracking and providing accurate program data.
Delivers services with sensitivity to the individuals’ cultural and socioeconomic characteristics and engages individuals with respect and integrity.
Represents the interests of the agency, the program, and the program participants in all activities.
Invests in creating and supporting a healthy and successful workplace culture.
Upholds the mission and values of VOA of IL.
As assigned by supervisor
Work Environment: Generally, this position operates in a professional office environment; however, this position may also be required to work from multiple locations throughout the greater Chicagoland area. Typical hours are Monday through Friday, 9:00 AM – 5:00 PM; however, evening hours, including weekends and holidays, may also be required.
Physical Demands: Physical Demands are part of the essential functions of the position. The individual must be able to remain in a stationary position throughout the workday, operate a computer and other office productivity machinery, frequently communicate with clients and employees of VOA of IL, and others involved in the care and custody of clients. The individual must be able to move, traverse and travel in the community in a vehicle, assist clients in and out of a vehicle, and transport clients in the community.
Experience in service management, including organizing, problem solving, and advocating.
Experience and demonstrated proficiency/success in leveraging and working with community resources.
Ability to communicate effectively and maintain good relations with clients and employees.
Excellent communication, writing, problem solving, and organization skills.
Individual must be a valid driver in the State of IL which includes having a current driver’s license in good standing, access to a safe and reliable vehicle during all work hours and have adequate and current vehicle insurance.
Proficient in Microsoft Office, especially spreadsheets, database and reporting tools.
Education and Experience:
This position requires a high-school diploma (or equivalent) and at least five years of experience in counseling, crisis intervention, substance abuse/mental health issues; or a bachelor’s degree and at least two years of related experience.
This position requires the familiarity with community resources.