Centralized Intake Program Manager

Job Type


Full-time

Description

Under the general direction of the Senior Program Director, the Centralized Intake Manager leads and oversees resource navigation and centralized intake operations across Interfaith Community Services (ICS) programs. This position is responsible for ensuring consistent, accurate, and compassionate intake services; supervising intake staff and volunteers; maintaining data integrity; and continuously improving intake systems and workflows. The Centralized Intake Manager sets the tone for a professional, client-centered, fast-paced environment and serves as a key connector between programs, staff, volunteers, and community partners.

All positions at ICS are expected to interact with participants, volunteers, donors and staff in a professional manner, exemplifying ICS's Core Values of Service First, Active Compassion, Purposeful Collaboration, Always Accountable, and Courageous Innovation.

Duties & Responsibilities:

• Oversee the intake process for all ICS programs and services, ensuring accurate routing based on eligibility and need.

• Supervise, coach, and support centralized intake staff and volunteers to ensure high-quality, consistent service delivery.

• Coordinate staffing schedules to meet call volume, walk-in traffic, and program needs.

• Lead onboarding, training, and ongoing professional development for intake staff and volunteers, including phone protocol and customer service standards.

• Maintain comprehensive knowledge of all ICS programs to guide effective referrals, including weekly communications to staff and volunteers on most recent offerings.


• Collaborate with program directors, coordinators, and case managers to coordinate client information and workflows.

• Oversee and monitor data entry in agency databases, including ETO/Case Worthy, ensuring accuracy and compliance.

• Audit intake records and client files and address quality or compliance issues.

• Track intake metrics such as call volume and outcomes and prepare reports for management and funders.

• Oversee phone systems and intake email inboxes and ensure timely response and distribution.

• Build and maintain relationships with community partners and represent ICS at meetings and trainings as needed.

• Participate in agency-wide strategic planning, process improvement, and volunteer engagement initiatives.

• Oversee client feedback surveys and work with all departments to improve customer experience.


Additional Duties

• Participate in ICS staff meetings
• Other job duties as assigned

Requirements

Knowledge, Skills and Abilities:


• Commitment to ICS's mission and goals and able to relate and work with a wide range of individuals and community organizations

• Excellent computer skills

• Strong organizational and administrative skills and keen attention to detail

• Strong written and oral communication skills

• Ability to multi-task and be flexible

• Willingness to meet agency standards for attendance and punctuality, positive interactions with others, effective work habits, judgement and ethics as listed in the employee's handbook


• Ability to work across multiple departments and staff

Minimum Qualifications:


• Bachelor's degree in customer service management, communication, or a minimum of four years' experience in related fields. A combination of training, education, or experience may meet this requirement.


• Ability to maintain a valid Arizona driver's license, reliable transportation, clean driving record, and current auto insurance.

• Must pass a background check.

• Must obtain and maintain a Level One fingerprint clearance card.


Preferred Qualifications:

• Experience in managing volunteers.

• Experience with Microsoft Office Suite, Outlook, Word, Excel, and data entry. Must be willing to participate in additional training programs when requested.

• Must be able to relate to and work with a wide range of community and government organizations; have strong communication skills, attention to detail and flexibility to contribute to a team environment.

• Ability to coach, mentor, delegate and communicate with volunteers on a daily basis.

• Ability to work under pressure and accommodate change while managing difficult situations.

• Excellent oral and written communication skills; ability to communicate compassionately and clearly.

• Willingness to meet agency standards for attendance and punctuality, positive interactions with others, effective work habits, judgement and ethics as listed in the employee handbook.

• Ability to multi-task with accuracy in a fast-paced office.

• Bilingual (Spanish) skills preferred

Reports to: Senior Program Director


Supervises: Centralized Intake staff and volunteers

Work Schedule: Full time (Monday through Friday), 40 hours per week

Home Office Location: Northwest

Job Classification: Manager


Remote Work Eligibility: Ineligible


FLSA Status: Exempt

Compensation: Dependent on qualifications and experience. Benefits provided include group health insurance, 403B employer match, generous Paid Time Off, and paid holidays.