Intake-Certification Specialist

Job Description

Job Description

SUMMARY

This position is also responsible for assisting the Case Manager in obtaining additional documents, assisting in the processing of support services request forms, and to perform data entry into the organization’s Management Information System (MIS) as may be necessary. This position will also tend to all incoming calls and direct them as necessary, and/or provide general information on the program services. This position requires a person that has a personality that interacts well with a diverse group of clients and staff members and must perform as a team member in the office. The Intake/Certification Specialist must always be sensitive and respectful of the veterans and families served. 

Candidates interested in the Intake/Certification Specialist position will be placed in one of the following programs:

HOUSING: is a support position that assists the veterans’ families seeking assistance from the organization. This position provides initial information on program services to all applicants and performs intake procedures to determine eligibility of the applicant, completes targeting criteria point system to determine priority of service, and gathers all certifying documents for verification of eligibility. 

EMPLOYMENT: Responsible for conducting client intakes to determine eligibility for program(s) services, verifies application for veteran and enters data into the HMIS.

JOB DUTIES & RESPONSIBILITIES

NOTE:  These job duties are not all-encompassing of the responsibilities and duties (or other terms) that are required of the employee and may change at any time with or without notice.

• Prepare and submit support service requests as needed.

• This position is the first point of contact for all applicants. The person in this position must be able to communicate effectively with applicants, clients, staff members, and outside agencies.
• Must learn client eligibility criteria and use this knowledge in assuring services only to eligible clients.
• Answer incoming calls and listen compassionately to callers and routes call to appropriate staff in an expeditious and timely manner.
• Review all enrollment and support service documents for eligibility and compliance. Issue support services as approved; retain file copies in secure locations; follow up on receipts or support service requests outstanding.  
• Refer ineligible applicants to other programs of the organization or to other community agencies that may provide assistance.
• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel.
• Monitors visitor access and issues passes when required.
• Receives, sorts, and routes mail, and maintains and routes publications.
• Maintains fax machines, assists users, sends faxes, and retrieves and routes incoming faxes.
• Orders, receives, and maintains office supplies.
• Must be responsible for the intake office area operation including the use of standard office equipment, maintain office supplies necessary, maintain applicable logs, sign in or out sheets, client rosters, and other clerical assignments. 
• Provides program support to the Director of Program Services and Case Managers as essential to achieving program objectives and quality of service.
• Confidentiality of client information, donors, team members and the AGIF-NVOP. Such information is to be disclosed on a need-to-know basis only.
• Responsible for being sensitive to the needs of program participants and must always treat clients with respect and professional care. 

SKILLS AND COMPETENCIES

• Typing                                 
• Working knowledge with Word, Excel, PowerPoint, Access, and Outlook
• Sensitive to the needs of eligible clients
• Detailed oriented
• Professional and productive demeanor, as well as ensuring that actions are supportive of others.

Responsiveness to Internal and External Clients

(Providing superior customer service; treating others with respect; assisting others to achieve success) 

Solution-oriented approach

(Finding solutions to everyday challenges; being innovative and proactive)

Reliability

(Punctuality; being in attendance; delivering services; and meeting deadlines)

Teamwork

(Working together cohesively, towards a common goal, creating a positive working atmosphere, and supporting each other to combine individual strengths to enhance team performance)

Work Standards

(Meeting high standards that are supportive of policies and procedures)

REQUIREMENTS & QUALIFICATIONS

• Must be a high school graduate, and some college hours are preferred. Prefer that applicants have at least 2-year experience in responsible office position, and experience must include computer knowledge of software programs. Other experience with general office equipment, i.e., copiers, mailing machines, scanners, and multi-line phone systems is preferred.
• Must have access to reliable transportation. 
• Must always have a current Texas driver’s license.
• Must have applicable automobile liability insurance at all times.
• Must pass drug testing and background check.
• All personnel of the organization must be bondable.

TRAVEL

Primarily local during business day although some out-of-area travel may be expected via airline or automobile based on the discretion of management.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

C = Constantly (2/3 or more of the time) 

O = Occasionally (up to 1/3 of the time)

F = Frequently (from 1/3 to 2/3) 

R = Rarely (less than one hour per week)
N/A = Not Applicable

PHYSICAL DEMANDS

FREQUENCY

PHYSICAL DEMANDS

FREQUENCY

Lifting up to:

10 lbs. = C

25 lbs. = F

50 lbs. = O

Vision – Ability to adjust focus

F

Sitting

C

Reaching over shoulder

O

Walking

F

Stooping

O

Bending waist

F

Driving

O

Balancing

F

Pushing

R

Climbing

R

Pulling

R

Kneeling

R

Talking