Intake Specialist

LifeWorksofAustin TX is looking for a Intake Specialist to join our Centralized Intake team!

This full time non-exempt position earns a competitive rate ranging from $22.42 - $30.86/hr depending upon experience. Benefits are also included which consist of 24 PTO days per year (accrued); 11 paid holidays per year; a premium-free employee medical plan with $100 per month HSA contribution (plus other affordable employee or family medical dental and vision options!); a retirement savings plan with 50% match on the first 6% of contributions and much more!

RESPONSIBILITIES

• Delivers excellent customer service by collaborating with fellow Intake Specialists to complete client intakes and program enrollments both in-person and over the phone.
• Provides accurate and timely information and resource referrals to clients and incoming callers connecting them with internal services and community partners.
• Applies crisis call management techniques and established safety protocols referring callers to internal clinical resources or external emergency psychiatric services when appropriate.
• Fulfills mandated reporting requirements by promptly reporting concerns to Child Protective Services and Adult Protective Services in compliance with state laws and regulations regarding mandatory reporting.
• Coordinates with clients and contract service providers to verify health insurance coverage for counseling services.
• Schedules initial client appointments for most appointment-based programs within the Agency ensuring timely and client-focused coordination.
• Engages clients through text email and phone to facilitate intake completion and respond to requests in a timely manner.
• Provides on-site coverage for walk-in clients including homeless youth accessing the Youth Resource Center drop-in center.
• Ensures smooth transition between intake and program staff facilitating warm handoffs when possible.
• Accurately enters data into a Federal & County Housing Database within required timeframes.
• Maintains client information and confidential client files in accordance with HIPAA Compliance and organizational standards.
• Uses trauma-informed supportive communication to build rapport reduce client anxiety and sensitively navigate highly personal questions.
• Adapts to changes in policies procedures and program eligibility requirements with flexibility and willingness to adjust workflows.
• Participates in continuous learning and improvement by adopting new tasks supporting team initiatives and implementing best practices.
• Efficiently enters data into the Agency Database while maintaining accuracy and compliance with Agency and funder requirements.
• Manages client flow during high-volume periods or staffing shortages to maintain smooth operations.
• Communicates clearly with diverse client populations including coordinating interpreter services for clients that speak languages other than English or Spanish.
• Other duties as assigned.

QUALIFICATIONS

EDUCATION AND EXPERIENCE

• Requires a Bachelors degree in behavioral science or a related field;
• Requires 1 year of related experience in customer service or call center experience; or
• Equivalent combination of education and experience;
• Proficient with Microsoft products preferably including Outlook TEAMS and Dynamics 365.
• Preferred experience working with Customer Relationship Management software.

CORE COMPETENCIES AND SKILLS

• Client Focus - Builds transformational relationships with clients and delivers mission-centered solutions.
• Collaborates and Adapts - Builds partnerships and works collaboratively with others to meet shared objectives and fulfill our mission; adapts ones approach and demeanor to meet the shifting demands of different situations.
• Honors Differences - Embraces different perspectives cultures and backgrounds by being open to others opinions ideas and experiences; develops an inclusive culture that creates solutions to meet the needs of our clients.
• Nimble Learning - Actively learns from successes failures and others experiences and shows a willingness to pivot and try new things.
• Builds Trust - Gains the confidence and trust of others through integrity dependability and authenticity.
• Action Oriented - Takes initiative shows resourcefulness and directs focus and energy on mission-critical opportunities challenges and changes.

ABOUT LIFEWORKS
With more than 50 years of experience working with youth experiencing homelessness youth aging out of foster care young adults and young parents LifeWorks is committed to solving youth homelessness through housing mental health education and workforce services. Our vision is a Central Texas where every young person has a place to call home a sense of belonging and the support to pursue a life they love.

We provide a full range of support services for vulnerable youth ensuring that every young person has access to a safe home the chance to heal and opportunities to learn and work. Through innovative problem-solving shared accountability and evidence-based solutions we are relentless in achieving real sustainable and measurable results for the clients we serve.

A career at LifeWorks offers opportunities to grow professionally while making an immediate lasting impact on the lives of youth and families in our community. Join us in building a future where every young person has the stability and support to thrive.

Required Experience:

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