WFI Intake Coordinator

PRIDE Industries•Roseville, CA

1d•$22 - $23•Hybrid

About The Position

Under general supervision, the WFI Intake Coordinator utilizes standardized intake, documentation, and referral processing workflows to connect individuals with employment and program services in their geographic areas. Employees in this job class work directly with helpline users and referral candidates to gather required information and documentation, enter data into approved systems, and coordinate with other agencies and departments to support employment goals. This job class requires knowledge of state and federal programs for individuals with barriers to employment and the ability to utilize internet and online resources and to gather required intake information, assess problems, and communicate with various stakeholders.

Requirements

One or more years of experience in customer and/or social services
Ability to communicate effectively and respond to questions and requests from team, customers, and others
Effective written communication skills using appropriate business English
Human relations skills to build and maintain effective working relationships
Demonstrated effective customer service, problem solving and common-sense skills
Knowledge of and skill to operate the applications supported, which may include Microsoft Suite, CRM, ATS, Internet, Intranet, and timekeeping systems.

Responsibilities

Responds to referrals via phone and email and collects standardized intake information, obtaining required consent where needed.
Performs data entry and updates records across case management, ATS, and CRM databases, capturing helpline calls or email messages utilizing monitoring tools.
Connects individuals to external community services and programs and to internal job opportunities.
Coordinates with local agencies and employment partners to achieve hiring goals.
Schedules follow-ups, confirms appointments, and documents outcomes, closing cases per workflow guidelines.
Collaborates with key stakeholders to process and track referrals and hiring goals progress.
Generates compliance and activity reports aligned to program KPIs and participates in internal and external customer meetings.
Adheres to organizational policies and processes supported by intake guidelines and help desk systems, ensuring compliance with confidentiality, accessibility and records retention.
Guides users through systems and identifies system errors and discrepancies and escalates for corrective action as appropriate.
Coordinates with external agencies and internal stakeholders on referrals, escalations, crisis protocols and information sharing to evaluate situations and ensure safety.
Verifies and compiles all required documentation to process referral and sends it to appropriate service.
Conducts outreach to various agencies, employers and customers with openings for work and program opportunities.
Collaborates with Marketing to help design creative and consistent marketing material and advertising campaigns to support inclusive outreach campaigns.
Performs other duties and special projects as assigned.