Centralized Intake Specialist
About The Position
The intake specialist position is well suited for someone who is organized, detail oriented and enjoys interacting with and helping others. The Intake Specialist will serve as the first point of contact for all CMC inquiries and court referrals via phone or email. The Intake Specialist’s primary focus is to communicate with persons and guide them to the correct services by providing information, screening for family violence and/or unique needs, and assigning and transferring cases to appropriate CMC staff. Once transferred, ongoing communication with Program Associates (case managers) will be required through case transfer and/or closure. Throughout process, the Intake Specialist will be expected to enter case updates into case management system as well as provide reports as needed. Extensive training and support will be provided, including basic mediation, conflict coaching, and restorative practices training.
Requirements
- Associate’s Degree and at least 2 years’ experience in similar role or associate’s degree and 2 to 3 years’ experience in providing direct support in a human service organization
- Possess and maintain knowledge of community, legal services, and internal agency program resources (strongly preferred)
- Excellent interpersonal engagement skills and can put people at ease quickly
- Demonstrates problem solving and conflict resolution skills in both organizational and interpersonal matters
- Maintains positive working relationships with program staff and others within the agency
- Possesses a commitment to client-centered decision making and confidentiality
- Demonstrates initiative and serves as a role model within the program
- Is proficient in Microsoft Office programs and Teams, demonstrates a commitment to data integrity, and maintains accuracy and attention to detail in the utilization of caseload management system
- Good judgement in setting priorities, fulfilling responsibilities, and organizing workload, proved through education or experience
- Flexible in ability to work independently within a team-based environment, and be willing to adapt responsibilities according to program needs
Nice To Haves
- Believes that Collaborative, community relationships can affect positive, systemic change
- Believes that Diversity in ideas and in people fosters an atmosphere of equity and inclusion
- Believes that Those involved in court or the juvenile justice system should be provided the opportunity to have a voice and a choice in developing solutions to address their needs
- Is well versed in all CMC services and help clients navigate to the service that most aligns with their needs and goals
- Has completed basic mediation/conflict coaching/ and restorative practices trainings and apprenticeships and has experience as a mediator, conflict coach, or other neutral
- Experience in working with a Community Dispute Resolution Center
Responsibilities
- Retrieve and manage all voicemails and ‘mediate’ emails and work with CMC staff who develop and manage cases
- Retain and file communication according to systematic process and procedures
- Enter all community and small claims referred cases into the case management system and assign them to appropriate staff
- Refer callers who are not appropriate for CMC services to relevant C+FS resources and/or to resources offered throughout the WNY community
- Conduct Domestic Violence/IPV screenings, referrals, and linkage to advocates or legal services when appropriate
- Respond to basic information inquiries from current clients
- Work alongside other operations staff to ensure efficiency in service-provision
- Identify potential problems and points of friction and help find solutions
- Identify opportunities to expand or shift course based on community needs
- Utilize electronic case management system to prepare regular reports
- Work collaboratively with a focus on teamwork across all CMC initiatives
- Attend and participate in regular CMC and agency meetings
- Attend professional development trainings as required
- Incorporate the agency mission, values and philosophy in decisions, behaviors and actions
- Model and practice sensitivity, fair treatment and acceptance of diversity in all interpersonal interactions and in accordance with trauma informed practices
Benefits
- Paid Time Off (PTO) – 20 PTO Days (25 Days After Five Years of Employment)
- 14 Paid Holidays (includes 2 flex holidays)
- Bereavement: Four Paid Days
- Paid Jury Duty
- Employer Paid Life Insurance
- Medical, Two Plan Options
- Dental, Two Plan Options
- Vision Insurance
- Wellness Program and Incentives
- Health Savings Account (HSA) and Quarterly Employer-Contributions
- Healthcare Flexible Spending Account (FSA)
- Dependent Care FSA
- Employee Referral Bonus
- Qualifying Employer for Public Service Student Loan Forgiveness Program (PSLF)
- 403(b) Right Away and Employer-Contributions After Two Years (1000 hours each year)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
