Bilingual Intake Specialist III, (1503)

Catholic Charities Archdiocese of Washington•Silver Spring, MD

5d•Hybrid

About The Position

The Bilingual Intake Specialist serves as the primary point of entry for the Navigator Program, providing trauma-informed and culturally responsive intake, assessment, and navigation services. This role manages incoming referrals and the intake line, conducts initial client assessments, coordinates referrals to internal programs and community resources, and connects individuals to services that support community stability and well-being. The specialist maintains accurate client records and documentation to support continuous quality improvement efforts and collaborates with Catholic Charities programs and external partners to ensure timely, high-quality service delivery.

Requirements

Bachelor’s degree.
Three (3) years’ experience providing services to vulnerable populations.
Bilingual in English and Spanish with oral and written communication skills in both languages.
Skills in the use of computers, preferably a PC, Windows-based operating environment, and MS Office products.

Responsibilities

Manage the intake line and incoming referrals.
Apply established screening protocols and assessment tools to triage cases and assess urgency/risk; elevate complex or time-sensitive matters to the Sr. Program Manager as appropriate.
Inform potential clients as to next steps, required documentation, and the contact information for the assigned Navigator.
Provide resource navigation services to meet clients' critical needs.
Initiate and track electronic referrals to internal and external partners utilizing the Newcomer Network referral form.
Accurately enter and maintain client biographic, contact, and pre-screen data in CaseWorthy to ensure data integrity, confidentiality, and compliance with privacy standards (e.g., HIPAA and agency policies).
Produce weekly caseload/intake reports and monitor key performance indicators (KPIs) such as wait times, capacity, and changes in client needs.
Provide clear, empathetic communication to requests made by the CC Get Help Email, community / governmental partners, and Catholic Charities programs regarding the Navigator Program intake process and eligibility requirements.
Maintain current knowledge of Catholic Charities programs and trusted community providers; provide accurate referrals and contact information as needed.
Coordinate with the Sr. Program Manager on special-needs and high-priority cases; document safety, language, and accessibility considerations.
Participate in community outreach events to increase public awareness of Newcomer Network Services; participation may occur outside standard business hours, including evenings and occasional weekends.
Actively participate in team meetings and training; contribute to problem-solving, workflow optimization, and CQI efforts.
Assist with audit readiness (file accuracy, documentation completeness), reporting monthly outputs, quarterly outcomes and special projects.
Serve as third-level backup for the ILS Call Center, operating the center when Call Center staff and backup staff are unavailable.
Perform other duties as assigned.