Intake Specialist Team Leader

Programs For Parents Inc•Newark, NJ

23h•Onsite

About The Position

Make a Difference from Day One — Join Programs for Parents (PFP) Are you passionate about making a meaningful impact in the lives of children and families? At PFP, you’ll have the opportunity to contribute to a mission-driven nonprofit that helps ensure every child gets the best possible start in life. We serve Essex County, NJ by empowering families, supporting childcare providers, and advocating for quality early childhood education. Our work encompasses providing education and referrals, promoting best practices, and connecting families with essential financial resources to help them thrive. Our Culture & Values At Programs for Parents, we look for team members who: Lead with respect and empathy. Communicate openly and professionally. Embrace change and continuous improvement. Collaborate across departments to solve problems. Take ownership and accountability for their work. Support our mission of strengthening children, families, and communities.

Requirements

Strong verbal and written communication skills
Ability to communicate effectively with diverse populations
Strong critical thinking, analytical, and problem-solving skills
Strong attention to detail
Strong organizational skills
Ability to multitask in a fast-paced environment
Ability to perform intermediate-level math
Ability to enter data with a high degree of speed and accuracy
Ability to meet productivity standards within established timelines
Knowledge of Microsoft Office
High school diploma required
Experience in human services or child development industry (preferred)
Bilingual, Spanish/Creole preferred

Nice To Haves

associate's degree preferred
Experience in human services or child development industry
Bilingual, Spanish/Creole

Responsibilities

Coordinate daily workflow and communicate operational concerns to the Program Manager.
Serve as the first point of contact for routine staff questions.
Observe workflow and identify service or process issues before escalation.
Communicate phone coverage and queue changes.
Provide day-to-day coaching and technical guidance.
Model professionalism, teamwork, and accountability.
Assist staff in resolving complex customer issues while ensuring procedural compliance.
Partner with the Program Manager to conduct assigned monthly quality assurance reviews of calls, emails, and case processing.
Review findings collaboratively to ensure consistency.
Identify coaching opportunities, procedural gaps, and training needs.
Provide informal coaching after review with the Program Manager and recommend refresher training.
Support onboarding through day-to-day peer training.
Conduct refresher training on departmental procedures.
Provide queue coverage during peak periods.
Perform Intake Specialist duties as operationally needed.