Intake & Referral Specialist

POSITION SUMMARY:     

This position serves as the centralized intake for all internal referrals to core service programs. This position conducts intake and scheduling through telephone communication, web-based interaction, & onsite face to face visits. This position is also responsible for providing education, referrals and support to parents and caregivers under stress across the state of Maryland. In addition, this position is responsible for tracking data in real-time through an internal database and providing administrative support to department staff.

 RESPONSIBILITES:

• Serves as a centralized intake for all program services.

• Responsible to scheduling initial orientations using agency calendar and database.

• Provide callers education and referrals by means of telephone, email, electronic chat responses and in person.

• Jointly with the caller, identify resources both internal and externally through community resources.

• Track all caller information electronically through internal database.

• De-escalate and consult with families regarding crises or urgent situations of abuse.

• Assist clients in problem-solving when no services are available to meet their need.

• Assist in the orientation and training of volunteer/student interns on Helpline operations.

• Maintain knowledge of current statewide databases, search engines & other community resources.

• Maintains an active knowledge of current parenting practices and skills through research - periodicals and internet parenting sites.

• Complete client satisfaction surveys and other service follow-up procedures.

• Maintain and track other data and records as required by The Family Tree.

• Attend staff meetings, trainings or conferences, as requested.

  EDUCATION:

• Minimum, Associates degree (Child Development, Human Development, Social Work, Counseling, Psychology or Human Services)

• Bachelor’s degree preferred

• More than five years work experience in providing call line services and/or client scheduling may be substituted for educational degrees.

   EXPERIENCE:

• 1-2 years of call line or client scheduling experience

• 1-2 years of experience working in a human services field

• Working knowledge of community resources

   SKILLS:

• Excellent computer skills, including Microsoft Office programs and data tracking systems

• Ability to conduct real-time data entry while responding to callers needs

• Excellent oral and written communication skills

• Empathy and ability to de-escalate stressful situations

• Active listening skills

• Knowledge of child development and parenting skills building