Intake Specialist

Intake Specialist

Disability Rights Texas (DRTx) is happy to announce that we are currently recruiting for two Intake Specialist positions. Our preference is for these positions to be in-office and based at either our Austin, Houston or Fort Worth office locations.

The Intake Specialist serves as the initial point of contact for individuals seeking services or information from Disability Rights Texas (DRTx). This role is responsible for gathering and assessing information from applicants, determining eligibility and service priorities, and providing appropriate information, referrals, and short-term assistance.

Working under the direction of a Supervising Attorney or Deputy Director, or their designee, the Intake Specialist conducts interviews, documents case information, and supports the delivery of timely, accurate, and client-centered services. This position requires sound judgment, professionalism, and the ability to communicate effectively, both verbally and in writing, with individuals from diverse backgrounds, including persons with disabilities.

This position involves frequent communication with applicants and clients via telephone and virtual platforms to document case information, which may occur for extended or consecutive periods depending on workload and operational needs. Duties may be performed in a seated, standing, or alternative position. The role includes managing multiple priorities, responding to individuals in potentially stressful situations, and meeting established deadlines.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Essential Functions

1. Conduct intake interviews with applicants via telephone, virtual platforms, written correspondence, and/or in person.
2. Gather, assess, and document accurate and complete information to determine eligibility, case priority, funding source, and level of services.
3. Provide appropriate information, referrals, and short-term assistance consistent with organizational policies and program priorities.
4. Communicate clearly and effectively with applicants, clients, staff, and external stakeholders regarding services and processes.
5. Maintain accurate, timely, and thorough documentation in case management systems and related records.
6. Provide follow-up, documentation, and coordination with supervising attorneys. May manage a short-term caseload.
7. Apply relevant laws, regulations, policies, and program requirements in assessing and responding to requests for services.
8. Handle sensitive or challenging interactions with professionalism, sound judgment, and composure.
9. Prioritize workload and manage multiple tasks to meet established deadlines and service expectations.
10. Collaborate with team members and other departments to ensure effective service delivery.
11. May participate in outreach and training activities.
12. Participate in ongoing training and professional development to maintain and enhance knowledge of disability rights and related issues.

Additional Duties

Perform other job-related duties as assigned, consistent with the scope and level of the position.

Required Qualifications

Education and Experience

• Bachelor's degree in Social Work, Education, Psychology, Rehabilitation Counseling, Disability Studies, Social Services, or a related field and two (2) years of relevant experience working with individuals with disabilities; or
• Four (4) years of equivalent related experience.

Knowledge and Skills

• Spanish bilingual proficiency (written and spoken)
• Knowledge of disability-related issues, or the ability to acquire such knowledge within a reasonable period of time.
• Ability to communicate effectively with individuals using a variety of communication methods, with or without reasonable accommodation.
• Ability to accurately gather, analyze, and document information in a timely manner. Ability to use data collection system, case management programs and word processing programs.
• Ability to manage multiple priorities and meet deadlines in a dynamic work environment.
• Ability to work both independently and collaboratively within a team environment.
• Strong organizational skills, attention to detail, and follow-through.
• Demonstrated professionalism, sound judgment, and commitment to service excellence.

Technical Skills

• Proficiency in basic computer applications, including word processing, email, and data entry systems.

Preferred Qualifications

1. Proficiency in American Sign Language (ASL).
2. Prior experience in an intake, call center, or client services environment.
3. Familiarity with legal or advocacy services related to disability rights.