Intake Specialist

PRIMARY FUNCTIONS:

·         Serve as the first point of contact for clients and visitors by providing a welcoming and professional environment, while managing check-ins and directing individuals to the appropriate staff, services, or departments.

·         Manage a high-volume front desk environment with frequent interruptions, competing priorities, and time-sensitive needs while maintaining professionalism, organization, and attention to detail.

·         Ability to effectively and respectfully engage and build rapport with individuals experiencing a wide range of mental health, substance use, and co-occurring disorders. Demonstrates cultural competence and sensitivity when working with people from diverse cultural, ethnic, racial, and sexual orientation backgrounds, fostering an inclusive and supportive environment.

·         Assess routine and unexpected situations as they arise, independently problem-solve within established policies and procedures, and determine when additional staff support, intervention, or escalation is needed.

·         Demonstrate the ability to effectively de-escalate challenging situations using a trauma-informed approach while maintaining a safe, supportive environment.

·         Create and maintain electronic client files in accordance with agency guidelines while ensuring compliance with HIPAA privacy and confidentiality requirements.

·         Communicate effectively and work cooperatively with VOC staff and community partners.

·         Assist with the receipt and processing of incoming donations and mail, ensuring items are accurately sorted and directed to the appropriate departments or recipients.

·         Perform end-of-day building security checks and ensure the North Campus main building is properly secured before leaving for the day.

·         Conduct outreach as needed and provide additional program support as needed.

·         Support the mission, values, and overall operations of Veterans Outreach Center.

·         Perform other duties as assigned by the Supportive Services Manager or Assistant Director of Programs.

QUALIFICATIONS:

·         Ability to receive, lift, move, and store packages and supplies weighing up to 40 pounds, with or without reasonable accommodation.

·         Front desk, reception, customer service, human services intake, or similar experience is strongly preferred. Experience working in a setting requiring awareness of safety and security procedures is a plus.

·         Ability to multi-task and function in a busy work environment with frequent interruptions.

·         A veteran preferred; or a person with demonstrated knowledge and experience with veterans’ concerns.

·         Effective interpersonal communication skills; a willingness to be helpful, flexible, patient, and creative; and the ability to remain calm during crisis situations are required.

·         A nonjudgmental approach that reflects cultural competency and sensitivity to the unique needs and diverse experiences of the individuals served.

·         Working knowledge of general office procedures, use of office equipment, and strong MS Office skills.

·         Strong ethical character with ability to abide by VOC values of Respect, Integrity, Service and Excellence.