Intake Referral Specialist - Parent Helpline

The Family Tree•Baltimore, MD

About The Position

This position serves as the central point of coordination for both internal and external referrals to agency programs and services. The role manages intake and scheduling processes through multiple channels, including phone, online platforms, and in-person interactions. It provides information, resources, and referrals to parents and caregivers experiencing stress across Maryland, helping connect them to appropriate supports. The position also ensures accurate, real-time data entry and tracking within the agency’s database and provides administrative support to program and departmental staff.

Requirements

Associate’s degree in Child Development, Human Development, Social Work, Counseling, Psychology, Human Services, or a related field required
Five (5) or more years of experience in helpline services, call center operations, or client scheduling may be considered in lieu of formal education requirements
One (1) to two (2) years of experience in call center operations, helpline services, or client scheduling
One (1) to two (2) years of experience in human services or a related field
Demonstrated knowledge of community resources and service networks
Proficient in computer applications, including Microsoft Office Suite and data management/tracking systems
Ability to perform accurate real-time data entry while simultaneously responding to client needs
Strong verbal and written communication skills
Demonstrated empathy and ability to remain calm and de-escalate high-stress or crisis situations
Excellent active listening and interpersonal skills
Knowledge of child development and effective parenting practices
Knowledge of child development and parenting skills building

Nice To Haves

Bachelor’s degree in a related field preferred

Responsibilities

Serve as the central intake point for all agency programs and services
Coordinate and schedule initial orientations using the agency’s calendar and database systems
Respond to inquiries and provide information, education, and referrals via phone, email, online chat, and in-person interactions
Collaborate with callers to identify needs and connect them with appropriate internal and external community resources
Assist clients in problem-solving and identifying alternative solutions when services are limited or unavailable
Accurately document and track all client interactions and data within the internal database
Provide support to families in crisis, including de-escalation and consultation in urgent or high-risk situations
Support the onboarding and training of volunteers and student interns related to helpline operations
Maintain up-to-date knowledge of statewide databases, search tools, and community-based resources
Stay informed on current parenting practices and evidence-based approaches through ongoing research and professional development
Conduct client satisfaction surveys and complete follow-up activities to assess service effectiveness
Maintain and manage program data, records, and reporting requirements in accordance with organizational standards
Participate in staff meetings, trainings, and professional development opportunities as requested