JOB TITLE

Intake Specialist STATUS:

Full-Time/Exempt

SUPERVISOR

CEO Location :

Salinas, CA Schedule :

M-F 8:30am-5pm (occasional nights and weekend work needed)

SALARY:

$20-$24 ________________________________________

POSITION SUMMARY

: The YWCA Monterey County is seeking an Intake Specialist to bring A coordinated entry process directly to the clients who apply for services. This position conducts initial screenings and needs assessments, assists with program applications, provides referrals and service navigation, and responds to clients and callers in a trauma-informed and culturally responsive manner. The position also provides front-desk, scheduling, administrative, and program support while maintaining accurate documentation, confidentiality, and a welcoming environment. Bilingual and bicultural proficiency in English and Spanish is required.

RESPONSIBILITIES CLIENT INTAKE & ASSESSMENT

• Conduct initial intake, eligibility, and needs assessments for individuals and families seeking YWCA Monterey County services.
• Utilize agency-approved screening and assessment tools to determine eligibility and appropriate service pathways.
• Identify immediate needs, safety concerns, barriers to services, and appropriate next steps.
• Determine whether individuals qualify for YWCA Monterey County services or require referral to another community provider.
• Provide warm handoffs and appropriate referrals to internal programs and external community resources.
• Explain program eligibility requirements, application processes, documentation requirements, orientations, start dates, and service expectations.
• Assist clients with completing applications, intake forms, releases of information, and other required documentation.
• Ensure clients understand available services and are connected to the appropriate staff or program.
• Maintain client dignity, confidentiality, and privacy throughout the intake process.
• Collect information necessary to determine eligibility and facilitate access to services.
• Update and maintain the daily client log.
• Collect the necessary data points for reporting purposes.
• Responds to participant, visitor and caller queries and complaints in a trauma-informed manner
• Schedules appointments with the appropriate personnel

FRONT DESK & CUSTOMER SERVICE

• Serve as the first point of contact for participants, visitors, community partners, and callers.
• Greet visitors and determine the appropriate staff member or program to assist them.
• Update and maintain the visitors log.
• Respond to questions, concerns, and complaints using trauma-informed communication and appropriate de-escalation techniques.
• Maintain a welcoming, safe, respectful, and professional front-office environment.
• Monitor the front desk and lobby area and communicate visitor activity to appropriate staff.
• Protect confidential client information and follow agency privacy and confidentiality policies.

PROGRAM NAVIGATION & COMMUNITY RESOURCES

• Develop and maintain comprehensive knowledge of all YWCA Monterey County programs and services.
• Maintain current knowledge of community-based resources, including housing, food, transportation, healthcare, behavioral health, legal assistance, employment, and other supportive services.
• Develop practical knowledge of how services are accessed throughout Monterey County, including services provided by partner agencies.
• Establish and maintain positive working relationships with co-located agencies and community partners.

SCHEDULING & PROGRAM SUPPORT

• Coordinate calendars and appointments across multiple programs when appropriate. Particularly for room reservations and front desk break coverage.
• Maintain meeting room, and shared agency calendars.
• Assist program coordinators with preparation for workshops, classes, orientations, and community events.
• Assist with outreach preparation. Prepare participant packets, sign-in sheets, calendars, mailing materials, and other program materials.
• Support registration and check-in for agency classes, workshops, orientations, and events.

DOCUMENTATION & DATA MANAGEMENT

• Maintain accurate intake records, call logs, referral records, appointment information, and other required documentation.
• Ensure required intake documentation is complete and properly routed to the appropriate program.
• Track referrals and follow-up when appropriate to determine whether clients were successfully connected to services.
• Maintain accurate records of calls, walk-ins, referrals, appointments, and service inquiries.
• Identify missing or inconsistent information and work with appropriate staff to correct records.
• Maintain confidentiality and comply with agency policies and applicable privacy requirements.
• Assist with compiling basic intake and front-desk data for program reports and quality improvement.

ADMINISTRATIVE & OFFICE SUPPORT

• Prepare and print fax cover sheets, correspondence, reports, memos, forms, and other documents as needed.
• Receive, distribute, and route incoming mail and deliveries.
• Conduct bank deposits and file the appropriate documentation.
• Maintain the cash box log and petty cash reconciliation.
• Assist with light data entry in financial system and accounting responsibilities.
• Assist with maintaining organized front-office files and supplies.
• Maintain copies of the regular forms uses like credit card request, break and meal breaks, PTO forms, etc.
• Order, receive, organize, and maintain office and building supplies within established procedures.
• Monitor front-desk and common-area supplies and communicate purchasing needs to the appropriate staff.
• Assist with scanning, copying, faxing, filing, and other routine administrative functions.
• Support agency-wide administrative projects and special events as assigned.
• Preform functions as a Microsoft Admin user like new email addresses.
• Assign 40hr training on CPEDV to new employees, volunteers and interns.
• Updated and maintain donation and in-kind donations log.
• Provide limited support with volunteers/interns onboarding.
• Assist with basic accounting and financial administrative processes.

QUALITY IMPROVEMENT & TEAM COLLABORATION

• Provide feedback to supervisors regarding barriers, recurring client concerns, and opportunities to improve the intake process.
• Identify opportunities to streamline intake, referral, scheduling, and front-desk procedures.
• Participate in staff meetings, trainings, case coordination meetings, and agency activities as appropriate.
• Collaborate with program staff to ensure clients experience a coordinated and seamless transition between services.
• Assist in developing and updating intake procedures, resource lists, forms, and front-desk tools.
• Maintain professional knowledge of YWCA programs, community resources, trauma-informed practices, and relevant agency policies.
• Perform other duties consistent with the position and agency mission as assigned.

MINIMUM REQUIREMENTS

for

APPLICATION

The following qualifications are guidelines, as the appointing authority has broad discretion in filling positions in this classification.

EDUCATION/EXPERIENCE

Education:

Completion of a bachelor's degree program in Social Work or closely related field (Preferred)

Experience:

At least two years working directly with people in crisis. Relevant education may be considered as a substitute for up to six (6) months of experience.

• Have front desk operations experience.
• Bilingual (English and Spanish) (Required)
• Possess a valid state driver's license with a clean driving record. Client transport may be necessary.
• De-escalate phone calls from clients who call in crisis
• Apply the assessment that is in place and determinate who qualifies for our services and who needs to be referral out to other agencies
• Understands the different types of clients we served at the agency and definitely has to be bi-lingual, bi-cultural.
• Develop and maintain comprehensive knowledge of all YWCAMC Programs.
• Explain and assist with program application processes, answer questions regarding requirements, start dates, orientation dates and etc.
• Maintains classroom and meeting room calendars by scheduling meeting requests
• Assist coordinators in preparation for classes such as making packets or calendars for mailings or classes
• Orders, receives and maintains office and building supplies
• Creates and prints fax cover sheets, memos, correspondence, reports, and other documents when necessary
• Answer incoming office calls
• Front desk duties as required
• Maintain accurate call logs from all calls answered.
• Other duties as assigned

ABILITY TO

• Computer literacy - Outlook, Excel, Word, PowerPoint, Google Docs.
• Superior organizational skills and attention to detail
• Excellent interpersonal and communication skills
• Ability to prioritize multiple tasks and meet frequent deadlines
• Experience engaging with a diverse population and ability to respond appropriately to crisis situations
• Ability to maintain professional boundaries and engagement skills with a challenging population and in non-traditional work conditions
• Experience with providing outreach and successful engagement to a diverse population, includes working with clients, developing trust and conducting interviews in non-traditional settings and unstructured environments
• Must support the YWCA mission: eliminating racism and empowering women.
• Extensive experience in spreadsheets and word processing software
• Ability to manage more than one project at a time.
• Ability and willingness to respond to needs and requests from multiple people, including multiple staff members

CORE COMPETENCY REQUIREMENTS YWCA MC

employees are team members who believe passionately in the work to support victims of domestic violence. The entire team, at its core, exhibit the following competencies:

• Deal effectively with ambiguity
• Compassion
• Adaptability
• Able to prioritize for self and clients
• Action oriented
• Solution focused
• Participate and build effective and accountable teams
• Transparency
• Client focused
• Empathy but boundaries
• Trauma Informed Care at the core of practice.
• Attention to detail and strong organizational skills
• Knowledge of grant compliance and regulations
• Strong writing, editing, and storytelling ability
• Analytical and data-driven decision-making
• Ability to manage multiple deadlines and priorities
• Collaborative and mission-driven mindset

PHYSICAL JOB

REQUIREMENTS, include but are not limited to:

• During working hours, employee may sit or stand for long periods
• Lift objects up to 50 pounds from floor to waist level and carry for brief periods
• Bend and stoop while filing or sorting through donations
• Twist and reach while working at safe house location
• Ability to travel within Monterey County when required
• Normal work hours and days assigned based on a 40 hour workweek. Some EVENINGS and weekend meetings might be required.
• Normal work hours and days assigned based on a 40 hour workweek. Some EVENINGS and weekend meetings might be required.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects

BENEFITS

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

Bachelor's (Preferred) EEO Policy Statement It is the policy of the YWCA Monterey County to afford equal employment opportunities to all qualified individuals, without regard to their race, color, ancestry, religion, sex, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, gender identity or expression, or any other characteristic or status that is protected by federal, state or local law.

Pay:

$20.00 - $24.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Disability insurance Health insurance Life insurance Paid sick time Paid time off Paid training Retirement plan Vision insurance

Work Location:

In person