Intake Coordinator

JOB DESCRIPTION:

The Intake Coordinator is responsible for guiding prospective participants and their families through the agency’s enrollment process. This includes client engagement, records collection, eligibility support, tracking communication, and coordination with internal and external stakeholders. The Intake Coordinator also leads recruitment and outreach efforts by developing partnerships with schools and community-based organizations and contributes to the agency’s promotional and media strategies. The role includes administrative and receptionist coverage duties and may require providing direct support as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Facilitate the intake process for new program applicants from inquiry through enrollment.
• Assist individuals and families with applications for Medicaid and eligibility documentation.
• Coordinate intake meetings with Care Managers, families, and internal staff.
• Work closely with School Transition Coordinators and external partners to identify and recruit potential participants.
• Attend IEP meetings, transition events, school fairs, and community outreach events to promote agency programs.
• Maintain and update the Intake Communication Tracking Sheet and tabs for school fairs, community outreach, and prospective intakes.
• Log and track all intake communications and outreach activity using Google Sheets, including follow-up dates and family contact outcomes or designated system.
• Document and escalate intake trial observations and concerns to the Intake Committee for final decision-making.
• Track status of pending trials and participant decisions, including family communication and care manager follow-up.
• Coordinate extended trials as requested and log justification notes.
• Maintain HIPAA confidentiality and compliance standards at all times.
• Perform general office tasks related to intake including filing, scanning, printing, and organizing records.
• Use Therap, MITC, Google Workspace, and shared Google Drive resources to manage and track intake processes.
• Schedule flexible work hours as needed to reach families after standard business hours (e.g., 6:30 PM).
• Translate flyers and outreach documents into Spanish or coordinate translation as needed.
• Support creation and distribution of promotional content, including social media posts, videos, and family testimonials.
• Maintain Canva folders, flyers, and login credentials for agency social media platforms (Facebook, YouTube, Instagram, TikTok, Twitter).
• Set up and manage camera, microphone, and laptop equipment used for media, podcast, and livestream events.
• Utilize video editing and design tools to create promotional materials.
• Organize and store media equipment and digital assets in designated agency locations (closets, shared drives).
• Collaborate with team members on promotional strategies aligned with intake and outreach goals.
• Monitor main phone line during shift, triage incoming calls, and transfer to appropriate staff.
• Greet and assist all front-door visitors and public traffic.
• Assist with program-related administrative duties.
• Provide direct support coverage to program participants as needed.
• Maintain secure handling of agency login credentials, media files, and digital tools used for outreach and documentation.
• Provide routine updates to supervisors on intake pipeline, pending enrollments, and community engagement activities.
• Perform other intake-related duties as assigned.

DUTIES AND RESPONSIBILITIES:

• Maintain knowledge of OPWDD services, eligibility requirements, and community resources.
• Support the agency’s strategic growth by developing relationships with potential referral sources.
• Use agency tools (e.g., Therap, MITC, Google Sheets/Docs) to monitor and document intake activities.
• Attend required in-service trainings, team meetings, and supervision sessions.
• Comply with Help On The Way policies and procedures, confidentiality, HIPAA, and corporate compliance requirements.
• Demonstrate flexibility and adaptability in a dynamic service environment.

SUPERVISORY RESPONSIBILITIES:

Not Applicable.

QUALIFICATIONS:

• High School Diploma or equivalent required.
• At least one year of experience in a human services, school, or outreach setting preferred.
• Strong interpersonal, organizational, and communication skills.
• Bilingual (English/Spanish) strongly preferred.
• Familiarity with Medicaid, OPWDD services, and intake processes is a plus.
• Proficiency in Google Workspace, electronic record systems (e.g., Therap), and administrative technology tools.
• Experience with media, livestream, and video editing tools preferred.
• Valid NYS driver’s license and access to transportation preferred but not required.

PHYSICAL DEMANDS:

• Must be able to travel to schools, community events, and outreach locations.
• Able to lift/move up to 20 pounds occasionally.
• Frequent sitting, walking, and standing required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

• Work is performed in both office and community settings.
• Noise level is moderate.
• Occasional evening or weekend hours may be required for outreach or family contact.

OTHER REQUIREMENTS:

• This position requires accurate clock-in/out in accordance with agency timekeeping procedures.
• Employment is contingent upon successful completion of required background checks and fingerprint clearance, as per OPWDD and agency policy.
• Employee use of agency systems, logins, and media tools must comply with HOTW’s IT, cybersecurity, and confidentiality policies.
• Employment is contingent upon successful completion of required background checks and fingerprint clearance, as per OPWDD and agency policy.

EQUAL EMPLOYMENT OPPORTUNITY:

HOTW is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.