Job Type
Full-time
Description
At Metrocrest Services, we believe in the power of compassion, connection, and community. As an Intake and Referral Specialist, you will be the first point of contact for individuals and families seeking support-offering a listening ear, a kind heart, and a path forward. This role is more than a job; it's a chance to be a beacon of hope for those navigating life's toughest moments. If you're someone who finds purpose in helping others and thrives on making meaningful human connections, we invite you to bring your empathy and dedication to a team that's changing lives every day.
The Agency
Metrocrest Services is a team of volunteers, nonprofit partners, donors, and employees whose Mission is "To empower individuals to achieve self-sufficiency and foster independence."
Our Core Values are based on principles that guide our actions, behaviors, and decisions. Our Core Values are :
- Start with a "YES" Attitude : Working together to find solutions
- Celebrate Differences : Show others dignity, respect, and inclusion while honoring everyone's experiences and unique contributions
- Be Kind : Make a choice to be kind to ALL through empathy and understanding
- Choose Joy : Joy is an attitude. Pursue it every day
- Embrace Change : A willingness to be open-minded and collaborate while accepting that change is an integral part of making our organization stronger
We are looking for team members whose values align with ours and who are compassionate, professional, and committed to serving their neighbors in need.
The Opportunity
The Intake and Referral Specialist (I & R Specialist) is the first point of contact for clients, making this role critical to representing the Vision, Mission, and Core Values of Metrocrest Services. The chosen I & R Specialist will assist with incoming telephone inquiries, voicemails, and emails in a timely and professional manner. The I & R Specialist will provide exceptional customer service and experiences to our community while embracing our Mission, Vision, and Core Values.
Requirements
Schedule Commitment
Onsite, Monday through Friday, 8 : 00 AM - 5 : 00 PM
Minimum Qualifications
High school diploma or equivalentBilingual, English / Spanish3 years of relevant customer service experiencePreferred Qualifications
Associates degreeExperience in a non-profit or service organization environmentMajor Responsibilities
Respond to incoming telephone inquiries, voicemails, referrals, and emails in a timely and professional mannerRefer callers to the appropriate outside agencies based on their needs and provide them with required contact informationMaintain daily records of phone calls, voicemails, email requests, cancellations, and clients seen, as well as additional mandated reportsProvide professional and courteous assistance to all clientsAnswer questions, direct public to proper area or person, collect, scan documentation required in addition to pre-screening clientsEscort clients and internal / external partners and stakeholders to and from appointmentsProcess Food Pantry clients and issue cards as neededAssist in maintaining the lobby area and the posting of notices to the publicDeescalate clients who are in crisis with a trauma-focused lens with compassion and respectParticipate in activities and duties related to emergency management during a local state of disaster as directed by appropriate county managersTeam Collaboration
Participate in all program meetings and staff development activities and fully engage as a member of the team. Follow all policies, procedures, and protocols of the agencySpecial Knowledge / Skills
Culture Ambassador : Possess a compassionate nature and consistently exhibit Metrocrest Core ValuesExceptional Customer Service : Demonstrated warm and friendly demeanor and ability to provide outstanding service, addressing inquiries and resolving issues promptly to ensure a positive experience for all guestsStrong Communication Skills : Proficiency in both verbal and written communication (English and Spanish) to interact effectively with diverse individuals and convey information clearlyOrganizational Abilities : Capability to manage multiple tasks efficiently, prioritize responsibilities, and maintain accurate records of guest interactionsProblem-Solving Aptitude : Skill in identifying challenges and implementing effective solutions to enhance guest satisfaction.Cultural Sensitivity : Awareness and respect for diverse backgrounds, ensuring inclusive and respectful interactions with all guestsTechnological Proficiency : Strong technology skills, including Microsoft Office platforms (Outlook, Office 365, Word, Excel, PowerPoint) and calendar management software programsEmpathy and Compassion : Demonstrated ability to understand and share the feelings of others, fostering a supportive environment for guestsAttention to Detail : Meticulousness in handling guest requests and maintaining accurate records to ensure quality serviceTeam Collaboration : Experience working collaboratively with various departments to coordinate services and enhance the overall guest experienceLearning / Growth Mindset : Open to continuous improvement, learning from feedback, and embracing new opportunities for personal and professional developmentConfidentiality : Capable of maintaining discretion and protecting sensitive information related to guests, donors, and the organizationSpecial Requirements / Physical Requirements / Working Environment
The work environment and physical demands described are representative of those required by the Intake & Referral Specialist to perform the essential functions of this job, with or without reasonable accommodation.This role works onsite in a climate-controlled facility.Physical Stamina and Strength : Ability to lift 25 lbs and stand or sit for extended periods.Prolonged Computer Use : Ability to look at a computer screen for extended periods.Reporting Relationship
The Intake & Referral Specialist reports directly to the Intake & Referral Manager
Pay Range
The Intake & Referral Specialist is a FLSA non-exempt position with an hourly rate of $19.00 to $21.00 hourly, DOQ
Benefits
Eligible for Health, Dental, and Vision insurance on the first day of the month following start date (ex. Start 5 / 25 / 25, eligible for insurance 6 / 01 / 25)401k Voluntary Participation with Company MatchEmployer-Paid Life InsuranceEmployee Assistance ProgramTuition ReimbursementVacation - 5 days of paid vacation on the day you start, plus an additional 5 days of accrued vacation during the first year of employmentPaid Time Off - 10 days of paid personal time off during the first year of employmentPaid Holidays - 8 paid holidays, with a full week off during Christmas (totaling 15 days, plus 2 early release days)Equal Employment Opportunity
Metrocrest Services provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, or any other characteristic protected by federal, state or local law.
In accordance with the ADA, Metrocrest Services is willing to consider any reasonable accommodation.
Salary Description
19.00 - $21.00 hourly, DOQ
