Client Services Assistant - Part-time

AgeWell Services of West Michigan; Muskegon (MI); On-site; USD 18,000 - 23,000; Part time

Job summary

AgeWell Services of West Michigan is seeking a part-time Client Services Assistant for the Centralized Intake Team to guide individuals to Meals on Wheels and related programs. This role focuses on a person-centered intake, eligibility screening, and timely referrals.

You will work with clients, caregivers, and partners, maintain accurate records, and coordinate with internal staff to connect people to services while protecting sensitive information.

Qualifications

• Requires HS diploma or equivalent.
• Excellent communication and listening skills.
• Experience using client records management systems.
• Strong organizational abilities and accuracy.
• Ability to transition between tasks efficiently.

Responsibilities

• Serve as first point of contact for referrals and service requests.
• Provide clear, compassionate communication to clients and partners.
• Educate clients about services and requirements.
• Conduct intake to assess needs, eligibility, and preferences.
• Coordinate service placement and referrals through internal teams.
• Maintain accurate demographic and service data in the records system.
• Escalate high-risk cases to Case Coordinator when needed.

Skills

Strong communication

Active listening

Documentation proficiency

Organization skills

Multitasking

Empathy

Education

High School Diploma or Equivalent

Tools

Client records system

Job description

Client Services Assistant -- Part-Time

Make more than a paycheck--join our dynamic team and make a difference! 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.
• Determine appropriate program placement (MOW, congregate meals, transportation, elder abuse, neglect, fraud etc.).
• 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 empathizeProfessionalism

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

Candidates must be able to meet all background screening requirements. Certain criminal convictions may make applicants ineligible for employment under federal, state, and grant-funded program regulations