Intake-Certification Specialist

AMERICAN GI FORUM NATIONA•Dallas, TX

6d•$0 - $19

About The Position

The Intake-Certification Specialist is an office support role that assists Case Managers with obtaining documents, processing support service requests, and entering data into the organization’s Management Information System (MIS). The specialist responds to incoming calls, provides general information about program services, and directs callers and visitors to appropriate staff. The role requires effective communication and respectful, sensitive interaction with veterans, families, clients, coworkers, and outside agencies. Depending on program placement, the position may support Housing or Employment services. In Housing, the specialist provides initial program information, conducts intake to assess eligibility, completes a targeting-criteria priority system, and gathers documents used to verify eligibility. In Employment, the specialist conducts client intakes, determines eligibility, verifies veteran applications, and enters data into HMIS. The position also handles a range of office and clerical operations, including maintaining records and supplies, routing mail and faxes, and supporting the Director of Program Services and Case Managers. Work is primarily in an office and includes meetings with clients and team members, with occasional offsite travel. The employee may encounter varying weather conditions and must be able to handle and de-escalate situations that arise at work.

Requirements

High school graduate.
At least two years of experience in a responsible office position is preferred.
Office experience must include computer knowledge of software programs.
Access to reliable transportation.
Current Texas driver’s license.
Applicable automobile liability insurance at all times.
Must pass drug testing and a background check.
Must be bondable.
Typing skills.
Working knowledge of Word, Excel, PowerPoint, Access, and Outlook.
Sensitivity to the needs of eligible clients.
Attention to detail.
Professional and productive demeanor, with actions that support others.
Ability to provide responsive customer service, treat others with respect, and help others succeed.
Solution-oriented approach, including finding solutions to everyday challenges and being innovative and proactive.
Reliability, including punctuality, attendance, service delivery, and meeting deadlines.
Ability to work cohesively as part of a team and support a positive working atmosphere.
Ability to meet high work standards consistent with policies and procedures.

Nice To Haves

Some college hours.
Experience with general office equipment such as copiers, mailing machines, scanners, and multi-line phone systems.

Responsibilities

Prepare and submit support service requests as needed.
Serve as the first point of contact for applicants and communicate effectively with applicants, clients, staff, and outside agencies.
Learn client eligibility criteria and ensure services are provided only to eligible clients.
Answer incoming calls, listen compassionately, and route calls to appropriate staff promptly.
Review enrollment and support service documents for eligibility and compliance; issue approved support services, retain file copies securely, and follow up on outstanding receipts or requests.
Refer ineligible applicants to other organizational programs or community agencies that may assist them.
Welcome onsite visitors, determine the nature of their business, and notify appropriate personnel.
Monitor visitor access and issue passes when required.
Receive, sort, and route mail, and maintain and route publications.
Maintain fax machines, assist users, send faxes, and retrieve and route incoming faxes.
Order, receive, and maintain office supplies.
Manage intake office operations, including standard office equipment, applicable logs, sign-in and sign-out sheets, client rosters, and other clerical assignments.
Provide program support to the Director of Program Services and Case Managers to help achieve program objectives and service quality.
Maintain confidentiality of client, donor, team member, and organizational information, disclosing it only on a need-to-know basis.
Treat program participants with sensitivity, respect, and professional care.
For Housing program placement, provide initial service information, conduct intake and eligibility assessment, complete the targeting-criteria priority system, and gather eligibility documents.
For Employment program placement, conduct intake, determine program eligibility, verify veteran applications, and enter data into HMIS.