Intake Coordinator & Family Connector

Open Arms Perinatal Services • Seattle, WA

2d • $0 - $28 • Hybrid

About The Position

We are seeking someone with strong interpersonal skills who is comfortable interacting with families and can easily navigate change and shifting priorities. This hybrid role conducts intake interviews with families seeking services and supports them with resource navigation. Combing these roles helps scale our Family Connector team and provides coverage for the Intake team.

This position is a great fit for someone who is comfortable working virtually and in person, thrives in a busy environment, is exceptionally organized and detail oriented, and is a compassionate person who enjoys working with pregnant and parenting families by connecting them with essential and culturally relevant resources.

Because this is a hybrid role, this position will have dual managers – Family Connector Lead and Intake Lead. This position will join the Family Support Services Team, which is comprised of the managers mentioned before as well as Program Lead, Intake Coordinators, and Family Connector. Open Arms’ Family Support Services team is a central hub that holds the intake and referral process, supports clients with resources, and develops and strengthens community-resource partnerships.

To align with Open Arms’ community-based service model and to provide the best care possible, we prioritize applicants who are of and from our focus communities to provide culturally relevant support, which includes bridging language and culture. For this position, fluency in Spanish and English are required.

Requirements

• Fluency in Spanish and English (written and spoken) is required.
• Approximately 1 year of demonstrated, successful work experience in providing community-resource connection for families (resources, referrals, support planning, services management, advocacy support) and experience with referral management (resources, referrals, support planning, services management, advocacy support)
• Highly people-oriented and collaborative with strong interpersonal and communication skills over the phone, through email, and face-to-face.
• Demonstrated success and passion for community-based work including professional references and examples of community-based work with the focus communities.
• Comfortable listening to birth stories, client experiences, client interests and needs.
• Ability to develop positive relationships with families, doulas, providers, organizations, and staff as well as partner and other community organizations
• Well-versed in providing culturally responsive and community-based services
• Ability to provide unbiased guidance and collaboration to families and colleagues
• Ability to plan, coordinate, and organize work projects solo and as a team
• Ability to meet program deadlines and expectations
• Highly organized with strong attention to detail, follow up, and task management to manage caseload of families
• Comfortable with change and adapting to new structures and systems
• Ability to maintain confidential and sensitive information
• Passion for and commitment to the mission of Open Arms and community-based work.
• Experience in working with a diverse staff and with communities of color, especially working with the position’s focus communities.
• Strong racial, disability, gender and economic justice framework
• Commitment to anti-oppression and de-colonization work with a focus on racial equity and reproductive justice, specific to birth justice.
• Aptitude for solving problems with creativity and resourcefulness
• Have basic computer skills including sending emails, editing documents, and attaching files to emails using Microsoft Office applications, especially Excel, Outlook and Word. Applicant is not required to be an expert on these tools but must be able to use these tools on their own to manage daily work and without requiring foundational training.
• Experience with cloud-based applications such as Microsoft OneDrive and databases. Applicant is not required to be an expert on these tools.
• Comfortable with light data entry
• COVID-19 proof of full vaccination, booster after January 2022, or medical or religious exemption request is required for in-person work.
• Background check and professional reference checks required
• Proof of eligibility to work as an employee in the U.S. and a Washington state resident.
• Valid Washington State Driver’s License and reliable transportation with current automobile insurance. This position requires frequent driving and may include in-person visits to client homes or community spaces.

Nice To Haves

• Additional work experience in birth work or early childhood care is a plus, but not required.

Responsibilities

• Conduct a basic client intake over the phone by listening to client stories with compassion and understanding.
• Determine clients’ eligibility and manage the referral process for Open Arms’ programs.
• Gather and track program availability.
• Share availability updates and other related trends and information with referral partners.
• Using Open Arms’ cloud-based programs database (Apricot), conduct data entry for client intakes, analyze data, and make recommendations for improvement. Maintain organized and complete records.
• Refer clients who are not eligible for Open Arms’ programs to other resources.
• Communicate trends to program staff and make recommendations for expanding resources.
• Work with the Family Support Services team and other Open Arms staff to maintain communication and relationships with referral sources.
• Help maintain regional resource lists which may include a Community Birthworker list, support for basic food, utilities assistance, childcare, domestic violence and advocacy and legal services and other commonly requested supportive services.
• Maintain weekly contact to assigned, enrolled families; maintaining a caseload of 4-6 families. Maintain responsiveness for families needing drop-in/ad hoc support through the Helpline and Baby Boutique.
• Partner and collaborate with doulas, lactation support providers, and external providers to determine the resource and needs for referred families.
• Support with warm connections, systems navigation, and the coordination of tangible resources and referrals for Open Arms families. Strengthen pregnant and parenting families by connecting folks to essential and relevant resources including food, housing, and other basic needs, rental and utility assistance, health and medical insurance, provider resources, transportation, parenting support, and more.
• Research, identify, and compile resources and referrals tailored for each family’s needs.
• Maintain up-to-date case notes and other data entry for each contact and interaction in our Apricot database.
• Track and distribute resources, such as “Barrier Buster” funds, to Open Arms families.
• Support weekly Thursday Baby Boutique in-person at Open Arms’ office in the El Centro de la Raza building on Beacon Hill. Tasks include preparation and distribution of baby items, greeting families, and providing resource information to providers, enrolled families, and walk-in community members.
• Support with planning, implementing and attending program-specific events, Community Connector events, Resource Roundtables, and tabling events.
• Support the Family Support Services team by exploring opportunities for resource partnerships and maintaining existing partnerships around community resources.
• Contribute to a comprehensive list of resources organized by needs and demographics. Keep information in the database up to date with light data entry.
• Recognize, assess, and share successes and challenges around connecting families to community resources. Communicate feedback to the Family Connector Lead.
• As needed - support the process of getting baby items from our community partner, Westside Baby, as well as other locations (Wellspring, community donations, etc.)
• Engage in ongoing learning and professional development by attending relevant trainings, conferences, workshops, etc.
• Occasional night or weekend work for events or meetings. Advance notice will be provided.

Benefits

• Paid health, dental, vision, and disability insurance
• Generous paid time off including vacation, sick, and holidays: 13 days of vacation per year for full-time employees with anniversary increases; 13 days for sick and safe time; 23 paid holidays; 2 floating holidays
• Employee assistance program
• Mileage reimbursement
• Professional development opportunities
• 401k match coming later in 2026
• Option to contribute to a 401k, flexible spending and dependent care expenses account, and supplemental insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed