Intake Specialist

TITLE: Intake Specialist DATE WRITTEN: 08/2026DEPARTMENT: Mission Services SUPERVISED BY: Support Services CoordinatorSUPERVISES: n/a STATUS: Full-time, HourlyMission Contribution:Supports Mission Services by serving as a welcoming first point of contact for employees, participants, callers, and visitors. Explains the mission, services, and programs of the agency and connects individuals with appropriate internal and community resources.Function:Provides intake, orientation, and administrative support to the Mission Services division, including Workforce Development, Education Services, Support Services, and Children and Family Services. Often serves as the first point of contact for information regarding services.Essential Functions:1. Provides exceptional customer service by consistently demonstrating enthusiastic, positive, and effective assistance to callers, visitors, employees, participants, and coworkers.2. Conveys clear and accurate information regarding Goodwill Gulf Coast’s mission, services, programs, staff, and locations to internal and external customers.3. Conducts comprehensive intake with external participants seeking services using an established set of questions designed to identify eligibility for all available Goodwill Gulf Coast programs and services, regardless of the participant’s initial reason for visiting.4. Reviews intake responses and refers participants to all relevant program staff for additional discussion, eligibility determination, and enrollment.5. Accurately enters participant intake information, services provided, referrals, and other required data into the agency’s program services database and other reporting systems.6. Conducts new hire orientations for Goodwill Gulf Coast employees in accordance with established procedures and provides required information, materials, and documentation.7. Receives and routes calls/texts using the computerized telephone and voicemail system and accurately takes and delivers messages.8. Greets visitors, provides information and assistance, maintains visitor logs, and directs individuals to the appropriate staff or service while following established security procedures.9. Assists participants with faxing, scanning, copying, computer access, online applications, and other available Opportunity Center resources.10. Ensures participants complete required intake, data collection, consent, and service documentation.11. Creates, types, and modifies documents using Microsoft Office programs, including correspondence, reports, flyers, signs, forms, and other materials.12. Receives and distributes incoming and outgoing mail, accepts donations and issues receipts, and receives vendor deliveries.13. Distributes job opening information and provides basic guidance regarding online job applications.14. Assists with the medical equipment assistance program by receiving applications, issuing available equipment, and coordinating equipment needs with the appropriate program staff.15. Coordinates and maintains meeting and room schedules for the location.16. Provides clerical support to Mission Services staff, including filing, copying, preparing folders, making phone calls, and completing other administrative tasks.17. Researches community resources and makes appropriate referrals when requested services are not available through Goodwill Gulf Coast.18. Maintains a clean, organized, and professional reception and office area, including restocking supplies and monitoring office equipment.19. Submits purchase order requests on behalf of Mission Services staff to the supervisor as needed.20. Ensures confidentiality of participant, employee, and private information in accordance with agency guidelines, policies, and CARF requirements.21. Stays informed of agency, community, and program information through interoffice communication, training, and attendance at staff meetings.22. Acts as a positive role model for employees, participants, students, and trainees in all aspects of professional performance.23. Observes all safety procedures and personnel policies.24. Regular attendance, as outlined in Goodwill Gulf Coast policy, is required.25. Other duties as assigned.Skills, knowledge and abilities:· Must be able to interact cordially and productively with a variety of people.· Must be able to explain Goodwill Gulf Coast’s mission, programs, and services to employees, participants, and the public.· Must be able to conduct structured interviews, ask sensitive questions professionally, and accurately document responses.· Must be able to identify potential service needs and make appropriate internal and community referrals.· Must be comfortable speaking to groups and conducting new hire orientations.· Must be able to maintain confidentiality of participant and employee information.· Must have excellent written and verbal communication skills and communicate clearly in English.· Must be organized, detail-oriented, and able to manage multiple priorities.· Must be able to work Monday through Friday, including occasional early mornings or late afternoons.· Ability to function in a hectic work environment with occasional periods of high stress.· Must be able to operate standard office equipment, including computers, copiers, scanners, fax machines, postage machines, laminating machines, and use a multiline telephone system.Experience and Education Requirements:· High school diploma or GED required.· Two years of related customer service, administrative, human services, or program support experience preferred.· Experience conducting orientations, interviews, assessments, or participant intake preferred.· Must have demonstrated knowledge of Microsoft Office software, including Word, Excel, and Outlook.· Experience in using participant databases, case management systems, or other reporting systems preferred.Physical Requirements:· Must be able to use hands, fingers, and wrists repetitively while using a computer keyboard.· Must be able to sit for prolonged periods.· Must be able to communicate in person, by telephone, and through virtual platforms.· Must be able to occasionally stand, walk, bend, reach, and lift or carry office materials.Working Conditions/Hazards:Adequately lighted and ventilated office environment. Position involves frequent interaction with employees, participants, visitors, and members of the public.Critical Performance Factors:1. Friendly and efficient internal and external customer interaction.2. Accurate and complete participant intake, documentation, and data entry.3. Ability to identify participant needs and connect individuals with all potentially relevant services.4. Timely and appropriate referrals to program staff and community resources.5. Professional and effective delivery of new hire orientations.6. Ability to provide reliable administrative and program support.Equal Opportunity Employer/Veteran/DisabledHigh school diploma or GED required.Two years of related customer service, administrative, human services, or program support experience preferred.Experience using databases, case management systems, or other reporting systems preferred.Demonstrated knowledge of Microsoft Office, including Word, Excel, and Outlook.Excellent verbal and written communication skills.Strong customer service and interpersonal skills.Ability to maintain confidentiality of participant and employee information.Strong organizational skills and attention to detail.Ability to manage multiple priorities in a fast-paced environment.Ability to communicate clearly.Ability to work Monday through Friday, including occasional early mornings or late afternoons. #J-18808-Ljbffr GOODWILL INDUSTRIES OF THE GULF COAST INC