Intake and Enrollment Specialist - Meals on Wheels Program

Catholic Charities of Southern Nevada•Las Vegas, NV

5d•Hybrid

About The Position

The Intake and Enrollment Specialist is under the supervision of the Call Center Manager. The Intake and Enrollment Specialist is the point of contact for Meals on Wheels clients with the primary responsibility of providing excellent customer service on incoming and outbound calls. This position is responsible for managing incoming leads, conducting eligibility screenings, and ensuring qualified clients are successfully enrolled into appropriate programs. The Intake and Enrollment Specialist processes applications for service, maintains records on all service recipients, and completes data entry tasks. The Intake and Enrollment Specialist provides ongoing support and expertise through eligibility coordination, planning, implementation, and overall evaluation of individual client needs. The Intake and Enrollment Specialist is responsible for general case coordination/management in accordance with grant requirements and specifications in relation to the Meals on Wheels (MOW) program. The Specialist maintains accurate records, provides exceptional customer service, and supports clients in understanding available resources and next steps. The Intake and Enrollment Specialist is responsible for the necessary follow up with local agencies to ensure needed services are initiated and continue as planned. This position requires field work and working with MOW clients in person to obtain necessary documentation.

Requirements

Must have effective written and verbal communication skills and be computer literate.
Ability to organize daily activities to meet daily deadlines.
Computer knowledge of Word, Excel and Office applications, as well as experience in databases.
Outstanding customer service skills; must enjoy speaking to customers in person and on the telephone.
Excellent organizational and time management skills; able to handle multiple tasks and deadlines.
Must be computer literate and possess effective written and verbal communication skills.
Ability to work independently or with a group.
Must have a strong sense of focus and must be task-oriented and non-judgmental with a clear sense of personal boundaries.
Ability to maintain professionalism, empathy, and confidentiality in all client interactions.
Ability to work in a variety of settings with culturally diverse groups.
Ability to be culturally sensitive as appropriate.
Must be able to manage personal appointments and schedule, prioritize work, and meet necessary deadlines.
Problem-solving skills with the ability to apply sound judgment and decision-making.
High School diploma / GED required.
Ability to communicate with clients, volunteers, co-workers and supervisors.
Ability to operate and use office equipment, especially computer, keyboard and mouse.
Ability to continuously sit and/or stand. (Primarily a seated position).
Frequently engaged in taking and making phone calls.
May occasionally lift up to 25 pounds.

Nice To Haves

Post-secondary education is preferred.
Minimum of five years of work experience in an administrative position is preferred, or a combination of education and related equivalent experience.
Two years of full-time professional level casework experience in a social service agency preferred.
Bi-lingual (English/Spanish) preferred.

Responsibilities

Receive and respond promptly to incoming inquiries via phone, email, or online referrals.
Conduct initial intake assessments to gather client information and determine eligibility for the Meals on Wheel program.
Accurately document client data in the organization’s case management or CRM system.
Explain program requirements, services, and expectations to clients in a clear and supportive manner.
Facilitates in person meetings with clients to obtain necessary program documentation.
Maintain awareness of potential resources in the community and make proper referrals.
Identify clients’ eligibility to various housing, employment, substance use, nutritional assistance or other applicable programs available in the community and provide appropriate program guidelines to clients.
Correspond in writing to individuals who cannot be contacted by phone.
Coordinate with program staff to ensure timely and appropriate placement of eligible clients.
Track client applications and follow up on missing documentation or incomplete information.
Maintain confidentiality and compliance with agency policies and applicable regulations.
Generate and submit reports on intake activity, enrollment status, and client outcomes as requested.
Identify and refer clients to other internal or community resources when needed.
Support ongoing process improvement related to intake and enrollment efficiency and client experience.
Complete required program related documentation utilizing computer programs and data collection systems.
Works with leadership to implement meal service for new clients and prepares daily delivery schedules.
Follows up with Meals on Wheels clients on hold and documents all interactions.
Register newly assessed applicants and update information on recertified service recipients in CCSN and ADSD date base
Adhere to grant requirements and program policies and procedures.
Maintain meal delivery records and manage the number of individuals on the delivery routes to ensure the program serves the number of meals for which the program is funded.
Create and maintain files of active service recipients, individuals who have been canceled from the program and incomplete applications.
Support the Meals on Wheels delivery team when needed
Other related duties as directed.