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The Centralized Intake Team Member serves as the primary point of contact for individuals seeking services through Meals on Wheels (MOW), Lunch and Activity Centers; including Senior Dine, Senior Medical Transportation, and the Safe Seniors Program. This position is responsible for screening, assessing (in some instances) and tracking client access to appropriate services, ensuring a seamless, person-centered intake process from initial contact through service connection and Termination. The Team Member ensures referrals are provided as needed through a closed-loop process, documenting final terminations and referrals from each program.
Duties & Responsibilities:
Serve as the first point of contact for all incoming referrals, inquiries, and service requests.
Provide clear, compassionate communication to clients, caregivers, and referral partners.
Educate clients about available services and program requirements.
Conduct comprehensive intake to assess client needs, eligibility, and preferences.
Collect and maintain accurate demographic, medical, and service-related information in the client records management system
Match clients to appropriate services
Coordinate with internal staff to initiate services
Facilitate a warm hand-off when needed for high-risk individuals
Escalate cases to Case Coordinator when necessary
Enter accurate data in client records management system
Required Qualifications or Knowledge, Skills and Abilities
High School Diploma or Equivalent
Strong communication and active listening skills
Proficiency with client records management systems/database
Organization skills
Ability to move from one task to another efficiently and with accuracy in work
Ability to empathize
Professionalism
Preferred Qualifications
At least one year of Customer Service is preferred
At least one year experience in intake processes preferred
A least one-year experience in aging services or social services
Work Environment/Culture:
Office setting with frequent phone and computer use. Work is sedentary in nature. Interaction with vulnerable populations requires discretion or sensitivity.
Equal Opportunity Employer
We are an equal opportunity employer and prohibit discrimination and harassment of any kind. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, age, disability, marital status, height, weight, veteran status, or any other status protected by applicable law
Please note that all team members must successfully pass background checks.
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