Family Services Intake Specialist

Job Summary

Job Summary : Job incumbent is the first person a new client or family meets on the floor. Job incumbent is responsible for assisting staff and assures cases are worked within departmental timelines. Job Incumbent is responsible for the timely and accurate processing of Family Services & Support applications.

Adhere to the TCC Ch'eghwtsen' model of service and guiding principle which requires providing timely and effective service along with the ability to interact with others in a way that inspires trust and demonstrates respect, compassion and empathy.

Essential Functions

Essential Functions : This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbent(s).

Representative Duties : Under the supervision of the Family Services Administrative Support Manager, job incumbent :

1. Provides seamless contact process for prospective clients and serve as the go-between for clients and staff in initial phase.

2. Directs client to fill out a contact form (application) on website, or a custom-made intake form, gathers specific information, applications and documents pertaining to services.

3. Type labels, set up initial files; file and retrieve records and reports according to alphabetical, coded, or other established file systems. Until the paperless process has started.

4. Perform clerical duties such as data entry, answering / receiving phone calls, photocopying, scanning, sorting and retrieving faxes and mail.

5. Collaborate with staff, including assisting in problem solving, sharing new resources, and information.

6. Performs telephone and walk-in intakes with prospective clients by pre-screening client with systems input by Support Manager.

7. Make appropriate referrals to other programs within or outside of the division. May refer to outside agencies if applicable.

8. Receives and reviews all client applications for completeness. Documents client or family needs and assistance in a central electronic location of -what assistance is requested, who is to reviews the request, and decision made. Keep updated records and detailed documentation of client interactions, concerns, and complaints in a paperless database system.

9. Guides potential clients through a screening process (triage) to determine potential eligibility for SSD / SSI, and if eligible, invite them to become a client.

10. Promptly responds to client inquires through visits, emails, and telephonically. Has continuous person-to-person contact and interviews individuals to obtain information to determine program referral.

11. Documents all client contact, keeps accurate records of all information received from clients. Files all applications orderly and timely on a consistent basis.

12. Prepares letters or notices for applicants and ongoing recipients of missing information. Follows up timely on incomplete applications.

13. Prints out required documents to assist in benefits determination.

14. Reports any issues to supervisor promptly.

15. Provides technical assistance to Tribal Work Force Development Specialists or tribal staff with application process, and provides information regarding any, and all rural applications that may come to department.

16. Assists clients at computers if needed.

17. Participate in required trainings and meet attendance requirements.

18. Prepares regular and special reports supervisor regarding the intake position.

19. Keeps all information confidential. Safeguards information by maintaining an organized workstation.

20. Provides back-up support to Family Services & Support staff and other projects when necessary.

Other Responsibilities :

1. Perform other job related duties as assigned.

Minimum Qualifications

Minimum Qualifications :

1. High School Diploma or equivalent.

2. Minimum three to five years of demonstrated work experience working with public assistance, employment assistance, or related programs.

3. Familiarity with TCC tribes in TCC service area preferred.

4. Valid Alaska Driver's License with clean driving record.

5. Must pass background check pursuant to Alaska DHSS and federal Indian Child Protection and Family Violence Prevention Act requirements.

Knowledge, Skills and Abilities :

1. Ability to work well with others as a team, and work with efficiency and accuracy.

2. Strong oral, written, interpersonal, analytical and cross-cultural communication skills.

3. Demonstrates excellent customer service skills.

4. Must be able to problem solve as necessary.

5. Computer skills using Microsoft Office with the ability to operate menu driven programs like Word, Publisher, and or Excel, including various databases.

6. Strong organizational skills to manage client application process.

7. Knowledge of standard office equipment and familiarity with various menu driven software programs.

8. Highly effective in working objectively with a diverse group of people and must demonstrate communication and organizational skills.

9. Expected to maintain strict client confidentiality.

10. Ability to prioritize work activities, use time efficiently and work on multiple projects at a quick pace.

11. Must be a team player willing to accept and promote department goals and function with minimal supervision.

12. Able to consistently be at work on time, follow instruction, respond to supervisory direction, and solicit feedback to improve performance.

Supervision : This position has no supervisory responsibilities.

Supervision

Physical demands : Position is sedentary with some walking and standing. Direct and indirect contact with clients is necessary. May be confronted with angry clients. is necessary, Incumbent may periodically lift twenty-five pounds or more in support supplies. Incumbent must be able to work accurately and efficiently in busy and sometimes stressful environment. Strong ability to prioritize tasks with deadlines. Shared office space with other team members and outside agencies. Incumbent may periodically deal with irate or inebriate clients.

Summation

Summation : The job has high contact with people, which makes communication and interpersonal skills important. Confidentiality required. Incumbent must be able to prioritize tasks. Must be able to work effectively in busy, sometimes stressful environment.