Intake & Response Coordinator

Coast Guard Mutual Assistance | Official Relief Society of the USCG Location: Fully remote (U.S.-based) Compensation: $28.85 per hour (approximately 40 hours per week); no benefits provided About CGMA Coast Guard Mutual Assistance is the official relief society of the U.S. Coast Guard. We provide financial assistance, education, and support to Coast Guard active duty and reserve members, retirees, civilian employees, and their families. Our mission is to help the Coast Guard community through times of need with compassion, speed, and respect. Engagement Summary CGMA seeks an independent contractor to serve as the first point of contact for Coast Guard members, families, and CGMA Representatives who reach out by phone and email. The Intake & Response Coordinator makes sure every inquiry is answered promptly, logged accurately, and routed to the right place. The contractor resolves simple requests directly and hands complex matters to CGMA Case Managers with the details already captured, so casework keeps moving without interruption. The contractor also processes routine assistance cases under Case Manager supervision and supports case management during surge operations. Scope of Services Phone Response: Answer incoming calls from members, families, and Representatives courteously and professionally, and return voicemails promptly. Email Response: Monitor shared CGMA inboxes, respond to inquiries, and make sure no message goes unanswered. Triage and Routing: Assess each inquiry, determine its urgency and type, and route it to the appropriate Case Manager or team member. Intake and Logging: Record every inquiry and new assistance request in CGMA's case management system (Salesforce). Simple Request Resolution: Handle straightforward requests from start to finish, including case status checks, document requests, and basic program and eligibility questions. Case Processing: Process routine financial assistance requests under the supervision of a Case Manager, following program guidelines and approval limits, from intake through decision recommendation and disbursement request. Surge Support: Perform case management during surge operations and as needed, under the direction of the Senior Case Manager. Document Collection: Request and receive client documents, confirm they are complete, and attach them to the correct case record. Warm Handoffs: Escalate complex cases to Case Managers with a clear summary of the client's situation and needs. Representative Support: Answer general program and procedure questions from CGMA Representatives and field volunteers, and connect them with the right staff member when needed. Confidentiality: Protect sensitive personal and financial information in compliance with CGMA privacy and data security requirements. Response Standards: Meet CGMA response-time standards, such as same-day acknowledgment of emails and timely callbacks, and help track response metrics. Qualifications Required Clear, professional phone manners and strong written communication skills A friendly, patient, and compassionate approach, including with callers under stress Strong organizational skills and the ability to manage a high volume of calls and emails Attention to detail and accuracy in logging information Sound judgment in recognizing urgent situations and when to escalat[e] Proficiency with computers, email, video meetings, and web-based systems Preferred Background with the U.S. Coast Guard or the broader military community (active duty, reserve, retired, veteran, or family member) Experience as a Coast Guard Ombudsman or with military family support programs Familiarity with Coast Guard Work-Life programs, Family Resource Specialists, or similar support services Customer service, call center, front desk, or nonprofit experience Experience with Salesforce or other CRM systems No prior experience is required. CGMA will provide orientation on its programs, guidelines, and systems. Engagement Terms Engagement anticipates approximately 40 hours per week CGMA provides a computer for use during the engagement Travel 1–2 times per year to support major CGMA events in the DC area or to accompany the CGMA team on visits to Coast Guard units; travel expenses reimbursed per CGMA policy Contractor provides their own phone, reliable high-speed internet, and a private workspace suitable for confidential calls Contractor is responsible for their own taxes, insurance, and business expenses No employee benefits (health, retirement, paid leave, or holidays) are provided Engagement is governed by a written independent contractor agreement, including confidentiality and data security terms CGMA values diversity and welcomes applicants from all backgrounds. Veterans, military spouses, and members of the Coast Guard community are encouraged to apply. #J-18808-Ljbffr