Intake Specialist

Metropolitan Ministries•Tampa, FL

About The Position

The Intake Specialist supports daily intake operations and interns, ensuring families experience hope, dignity, and access to appropriate programs, resources, and shelter. The role completes intakes, follow-ups, assessments, and prescreening; manages application and wait-list processes; maintains accurate electronic records and required paperwork; and helps coordinate referrals and resident move-ins. The Specialist also uses motivational interviewing, supports conflict resolution, provides recovery and counseling assessments when needed, and connects clients who do not meet program criteria with appropriate community services. The position involves collaboration with clients, referral sources, the case management team, and other staff, as well as participation in outreach, committees, team meetings, and holiday tent operations as directed. Metropolitan Ministries is a community nonprofit serving people experiencing homelessness or at risk of homelessness in Tampa Bay. It provides services across Hillsborough, Pinellas, Pasco, Polk, and Hernando counties. The role requires a bachelor’s degree in human services or a related field, knowledge of the needs of people experiencing homelessness, and experience conducting intakes and assessments in a fast-paced environment. A master’s degree and Spanish bilingual ability are preferred. The position requires legal authorization to work in the United States, effective English communication, and a valid Florida driver’s license, a good driving record, and an insured vehicle for occasional transportation of self and clients.

Requirements

Bachelor’s degree in a human services field or related area.
Knowledge of the homeless population and its needs.
Experience providing intakes and assessments in a fast-paced environment, with the ability to engage families.
Ability to work within a multidisciplinary team framework.
Strong interpersonal skills.
Strong oral and written communication skills.
Dependability, maturity, and sensitivity to cultural and individual differences among clients.
Ability to handle job-related matters professionally, diplomatically, and confidentially.
Ability to work with minimal supervision and seek and accept direction.
Strong organization and attention to detail.
Effective hearing and speaking ability for oral communication.
Physical and emotional stamina to handle job-related issues and stress effectively.
Legal authorization to work in the United States.
Ability to communicate effectively in English.
Valid Florida driver’s license, good driving record, and insured vehicle for transportation of self and clients when necessary.

Nice To Haves

Master’s degree.
Bilingual ability in Spanish.

Responsibilities

Complete intakes and follow-ups with potential residents and their families.
Complete intake assessments and program prescreening questions to ensure accurate information and resources are provided.
Maintain an efficient intake process, minimize client wait times, and respond to questions promptly.
Monitor program referrals and help ensure clients are referred to appropriate programs.
Enter data into electronic platforms and keep required information current with real-time intake updates.
Complete required Metropolitan Ministries paperwork accurately and by established deadlines.
Monitor families and individuals on the wait list and coordinate regular follow-up from initial application through shelter entry.
Review client documents, identify missing paperwork, and determine next steps.
Use motivational interviewing to gauge client interest in programs and share relevant information with the case management team during family transfer meetings.
Ensure clients receive services with respect and dignity and in keeping with the organization’s mission.
Assist with conflict resolution for intake clients, maintain a positive customer-service experience, and escalate cases to a supervisor when necessary.
Develop relationships with referral sources to support ongoing referrals and an efficient referral process.
Connect clients who do not meet program criteria with appropriate services and community referrals in an empathetic manner.
Provide recovery and counseling assessments to intake clients as needed.
Communicate and collaborate constructively with team members to promote cohesion and resolve conflict.
Coordinate resident move-ins within established timeframes and help maintain occupancy at a minimum of 95%.
Participate in community outreach and committees as needed and directed.
Maintain partnerships related to client services.
Attend weekly team meetings as needed and participate actively as a team member.
Meet personal goals and contribute to team and organizational goals and KPIs.
Support holiday tent operations as directed.
Support the team with other tasks as assigned.

Benefits

Salary of $43,000–$45,000.
Affordable group health, vision, and dental coverage, with optional family coverage.
Preventive care fully covered on all plans.
PTO for full-time and part-time employees.
11 days of PTO and 10 paid holidays annually.
Optional 401(k) plan with employer match.
$15,000 employee life insurance paid for by Metropolitan Ministries.
Employee Assistance Program.
Optional supplemental group insurance plans at affordable rates.
Tuition reimbursement program.
Training and career development.
Discounted YMCA membership.