Community Engagement and Intake Specialist (30 hours per week)

The purpose of this position is to be our first point of contact for clients reaching out for support, resources, and Caregiving & Aging services. This position is also the department’s main support for fostering and growing the communities that we serve, and it fulfills administrative functions of the team.

Essential Duties and Responsibilities

95% of Total Time

• Manage intake                                                                                            60%
  • Take calls and emails, return messages, complete intake form, discern appropriate next step.
  • Transition referrals to appropriate staff based on programming needs, staff capacity, and other variables. Initiate client record and monitor client status until service has begun.
  • Provide an effective and compassionate first contact with the program. Demonstrate empathy, cultural awareness, and responsiveness.
  • Marketing and outreach                                                                          10%
    • Work with the team to create an outreach strategy.
    • Work with Communications staff to develop outreach materials appropriate for various formats and media.
    • Disseminate materials.
    • Make visits to key referral sources regularly, involving others as needed.
    • Represent Caregiving & Aging at marketing events and networking groups.
    • Evaluate effectiveness of outreach tactics and adjust as needed.
    • Build external relationships to broaden service reach                 10%
      • Work to expand relationships with a broad spectrum of community members.          
      • Nurture reciprocal connections with other organizations that serve diverse communities including people of various races, ethnicities, gender identities and sexual orientations, people with low incomes, and those whose preferred language is not English.
      • Develop and maintain awareness of unique needs of various cultural groups.
      • Participate with the team in adapting services to meet emerging needs.
      • Event planning and logistics                                                                                5%
        • Find venues and schedule memory screening events.
        • Act as point person for resource fairs we are invited to.
        • Assist with planning quarterly education events.
        • Collaborate with the team to ensure staff coverage for all events (e.g., resource fairs, memory cafes, memory screening sessions, etc.).
        • Administrative support                                                                                           10%
          • Manage monthly client invoicing and Waiver billing.
          • Distribute annual client surveys and summarize results.
          • Manage iPad loaning, updating, training.
          • Learn all relevant data systems. Troubleshoot CaseWorthy issues that arise for staff and adjust user elements as needed. Serve as data management back-up staff person.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Other Duties and Responsibilities                                                              5% of Total Time

As with all FamilyMeans staff positions, this position is responsible for helping ensure volunteers and interns have an exemplary experience during all interactions with FamilyMeans and is expected to consistently maintain a high level of customer service to all guests, clients, and fellow team members.

Perform other duties as needed to support the mission of the organization.

 

Qualifications:

Education, Licenses and Certifications

A bachelor’s degree in human services or related field is required.  Applicable skills and experience may be used in place of some or all of a bachelor’s degree.

Experience:

Previous experience involving  strategic planning, coordination of people and resources, and/or community planning is preferred. Experience in older adult or caregiver support service setting is preferred.

Knowledge, Skills and Abilities:

• Excellent interpersonal skills
• Strong verbal and written communication skills
• Ability to motivate and sustain others
• Strong interview and assessment skills
• Excellent organizational skills
• Ability to work independently, exercise good judgment and manage multiple priorities to ensure work is completed in a timely and productive manner
• Ability to work with and maintain confidential information
• Positive and collaborative attitude
• Confidence with computers and ability to learn various systems relevant to our work
• Commitment to work collaboratively with all staff, volunteers, program participants, and other supporters

 

Physical and Mental Demands

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

This position requires making extensive use of the telephone and computer to communicate with clients and community members. Must be able to speak and hear.  While performing the duties of this job, the employee must frequently use hands to handle, grip, or touch objects, tools or controls. This position entails sitting for extended periods of time and the ability to occasionally lift, move or carry up to ten pounds. Must have the ability to freely move throughout the facility. Specific vision abilities required include close vision and the ability to adjust focus.

Mental demands of this position include comprehension, reasoning, and decision-making.  Requires the ability to maintain sensitivity to employee and client diversity and demonstrate respectful treatment of others.  Must be adaptable and respond effectively to changes in situations or information.

 

Work Environment

The work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position.

General office environment.  The noise level in the work environment is usually moderate with increased levels during busy periods and events.  Frequently work at a fast pace with unscheduled interruptions. Responsibilities may require an adjusted work schedule and evening/weekend hours to attend events.