Intake Coordinator (BILINGUAL)

Unique Care Community Service; New York (NY); On-site; USD 42,000 - 66,000; Full time

Job summary

Heavens Hands Community Services, Inc. is seeking a bilingual Intake Coordinator to manage OPWDD referrals, intake, eligibility, enrollment, and transition for individuals with developmental disabilities in Brooklyn/Queens.

The role requires English/Spanish communication, strong documentation practices, and respectful engagement with families and care teams. The position supports intake tracking, service coordination, and enrollment processes, ensuring confidentiality and compliance with OPWDD

Qualifications

• Associate or bachelor’s degree in human services, Social Work, Psychology, or related field preferred.
• Fluency in English and Spanish required.
• Experience with OPWDD or similar disability services is preferred.
• Strong verbal and written communication skills.
• Ability to maintain confidentiality and manage sensitive information.

Responsibilities

• Serve as the initial agency contact for individuals and families seeking OPWDD services.
• Receive and process referrals from multiple sources including Care Managers and OPWDD personnel.
• Conduct intake interviews to gather diagnoses, needs, and service preferences.
• Explain OPWDD services and agency processes in English and Spanish as appropriate.
• Coordinate referrals from inquiry through enrollment and disposition.
• Maintain organized intake files and ensure documentation is complete and secure.
• Communicate with families and guardians professionally and respectfully.
• Follow OPWDD regulations and agency policies; participate in audits and QA activities.

Skills

Bilingual English/Spanish

Strong communication skills

Organizational skills

Documentation practices

Microsoft Office

Confidentiality

Education

Associate or Bachelor’s degree in human services / related field

Tools

Electronic health/records systems

Microsoft Office

Job description

JOB DESCRIPTION Job Title: Intake Coordinator Brooklyn/Queens Department: All Reports to: Director Of Development FLSA Status: Non-Exempt Classification: Part-time/ Full-time Date: 8/25/2026

Position Summary: The Bilingual Intake Coordinator is responsible for managing the intake, referral, eligibility, enrollment, and transition process for individuals with intellectual and/or developmental disabilities seeking services through the New York State Office for People with Developmental Disabilities (OPWDD) system. The Intake Coordinator serves as a primary point of contact for individuals, families, guardians, advocates, Care Managers, Service Coordinators, OPWDD personnel, referral sources, and agency departments. The position is responsible for ensuring that individuals and families receive accurate information regarding available OPWDD services and that referrals are processed efficiently, respectfully, confidentially, and in accordance with applicable OPWDD requirements and agency policies. The position requires excellent organizational skills, strong documentation practices, professional communication, cultural sensitivity, and the ability to communicate effectively in English and Spanish.

OPWDD Intake and Referral Coordination

• -Serve as the initial agency contact for individuals with intellectual and/or developmental disabilities and their families seeking OPWDD services.
• -Receive and process referrals from individuals, parents, guardians, Care Managers, Service Coordinators, OPWDD personnel, hospitals, schools, community organizations, and other authorized referral sources.
• -Conduct comprehensive preliminary interviews to obtain information regarding the individual’s diagnosis, functional needs, current supports, service history, preferences, and requested services.
• -Explain agency programs and OPWDD service options in language that the individual and family can understand.
• -Conduct intake interviews and provide information in English and Spanish as appropriate.
• -Review referrals to determine whether the requested services may be appropriate based on the individual’s needs and agency program capacity.
• -Identify missing information and communicate documentation requirements to the individual, family, guardian, Care Manager, or referral source.
• -Coordinate the referral process from initial inquiry through enrollment or referral disposition.
• -Maintain timely communication regarding the status of each referral.
• -Review available OPWDD-related documentation to support the intake process.
• -Obtain and organize required documentation, which may include eligibility documentation, assessments, psychological evaluations, medical records, service plans, authorizations, demographic information, consent forms, and other required records.
• -Coordinate with the appropriate parties when documentation is missing, expired, incomplete, or requires clarification.
• -Verify that documentation received is consistent with agency and program requirements.
• -Maintain organized participant intake files and ensure that records are complete and accurate.
• -Ensure documentation is handled confidentially and securely.
• -Assist with preparing records for internal reviews, quality assurance activities, audits, and regulatory requests.

OPWDD Service Coordination

• -Communicate with Care Managers regarding referrals, requested services, documentation, and enrollment.
• -Coordinate with agency program managers to determine service availability and appropriateness.
• -Assist with coordinating intake appointments, assessments, interviews, and enrollment meetings.
• -Review relevant service plan information to understand the individual’s identified needs and desired outcomes.
• -Communicate with authorized representatives regarding the status of referrals and outstanding requirements.
• -Support coordination between the individual, family, Care Manager, OPWDD, and agency program staff.
• -Ensure appropriate handoff of the individual from intake to the designated program or service department.

OPWDD Service Enrollment

• -Coordinate the enrollment process for approved individuals.
• -Ensure required intake documents are completed before enrollment.
• -Confirm that appropriate approvals, authorizations, and supporting documentation are available when required.
• -Coordinate with program supervisor to establish an appropriate tour, trail and start date.
• -Ensure that participant information is accurately entered into agency systems.
• -Communicate enrollment status to appropriate referral sources and authorized parties.
• -Identify and elevate enrollment barriers that could delay access to services.
• -Maintain documentation of referral outcomes, enrollment decisions, and disposition.

Bilingual English/Spanish Responsibilities

• -The Bilingual Intake Coordinator will provide effective communication for Spanish-speaking individuals and families, including:
• -Conducting intake interviews in English and Spanish.
• -Explaining OPWDD services, agency procedures, documentation requirements, and next steps in Spanish when appropriate.
• -Communicating with Spanish-speaking family members, guardians, Care Managers, and referral sources.
• -Assisting individuals and families with understanding intake forms and agency processes.
• -Reducing language barriers that could prevent an individual from accessing OPWDD services.
• -Maintaining professionalism, accuracy, and cultural sensitivity when communicating in both languages.
• -Recognizing when certified or professional interpretation/translation services are required.

Intake Tracking and Follow-Up

• -Maintain an accurate intake and referral tracking system.
• -Track referrals from initial receipt through final disposition.
• -Monitor outstanding documentation and follow up with responsible parties.
• -Track pending admissions, enrollment dates, authorization requirements, and program openings.
• -Maintain accurate records of referral outcomes.
• -Prepare intake reports and referral status reports as requested.
• -Notify management of delays, recurring barriers, staffing limitations, or other issues affecting enrollment.
• -Ensure that no referral remains inactive without appropriate follow-up or documented disposition.

Communication with Families and Guardians

• -Maintain respectful and professional communication with parents, guardians, family members, and authorized representatives.
• -Respond to questions regarding the agency’s OPWDD services and intake process.
• -Provide clear explanations regarding required documentation and next steps.
• -Assist families in understanding the agency’s role within the OPWDD service system.
• -Avoid providing information outside the employee’s authority and refer clinical, legal, eligibility, or regulatory questions to the appropriate professional.
• -Always maintain appropriate professional boundaries.

Compliance and Quality Assurance

• -Follow all applicable OPWDD regulations, guidance, agency policies, procedures, and contractual requirements.
• -Maintain accurate and timely documentation.
• -Protect confidential participant information.
• -Follow applicable privacy and information-security requirements.
• -Participate in agency quality assurance activities.
• -Assist with audits, record reviews, corrective action plans, and regulatory inquiries when assigned.
• -Immediately report identified compliance concerns to appropriate management.
• -Maintain professional and ethical standards when handling participant information

Minimum Qualifications

• -Associate or bachelor’s degree in human services, Social Work, Psychology,
• -Disability Studies, Healthcare Administration, or a related field preferred.
• - Fluency in English and Spanish required.
• - Experience working with individuals with intellectual and/or developmental
• - disabilities is strongly environment preferred.
• - Knowledge of OPWDD services and the New York developmental disability
• - service system strongly preferred.
• - Experience in intake, admissions, service coordination, care management,
• - human services, or a related field preferred.
• - Strong verbal and written communication skills.
• - Strong organizational and time-management abilities.
• - Excellent attention to detail.
• - Ability to maintain confidentiality.
• - Proficiency with Microsoft Office and electronic record/documentation systems.
• - Ability to work independently and as part of a multidisciplinary team.

Preferred OPWDD Knowledge and Experience

• - OPWDD eligibility and service systems.
• - Individualized Service Plans and person-centered planning.
• - Community Habilitation.
• - Respite services.
• - Day Habilitation.
• - Family Support Services.
• - Self-Direction.
• - HCBS requirements.
• - OPWDD documentation and compliance expectations

Performance Expectations

• - The Bilingual Intake Coordinator is expected to:
• - Process referrals accurately and within agency-established timeframes.
• - Maintain complete and accurate participant intake records.
• - Follow up consistently on outstanding documentation.
• - Maintain timely communication with individuals, families, guardians, Care Managers, and referral sources.
• - Demonstrate strong English and Spanish communication skills.
• - Protect participant confidentiality and rights.
• - Identify and appropriately escalates health, safety, welfare, abuse, neglect, or compliance concerns.
• - Maintain accurate tracking information.
• - Support person-centered planning and participant choice.
• - Maintain professional boundaries.
• - Demonstrate knowledge of OPWDD services and procedures.
• - Promote timely access to appropriate services.
• - Maintain accurate and audit-ready documentation.
• - Represent the agency professionally when communicating with OPWDD, families, Care Managers, and community partners

Physical and Work Requirements

• - Ability to work in an office, community, or hybrid environment as assigned.
• - Ability to use computers, electronic record systems, telephone systems, and standard office equipment.
• - Ability to communicate effectively by telephone, email, video conference, and in person.
• - Ability to attend meetings and occasional community or agency events.
• - Ability to maintain reliable attendance and punctuality.
• - Ability to work on weekends (Saturday)
• - Occasional travel may be required based on agency needs.

Confidentiality and Professional Standards

The Bilingual Intake Coordinator must maintain strict confidentiality concerning all participants, family, medical, service, financial, and agency information. The employee must comply with agency policies, OPWDD requirements, participant rights, privacy requirements, documentation standards, and all applicable laws and regulations.

The employee is expected to demonstrate professionalism, integrity, cultural competence, respect, accountability, and commitment to the dignity and rights of every individual served by the agency.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities associated with it. Heavens Hands Community Services, Inc. reserves the right to amend and change responsibilities to meet business and organizational needs.

A Proud Mother Of One Of Our Individuals