Intake Coordinator / Lead Visit Monitor

YWCA OF WESTERN MASSACHUSETTS; Springfield (MA); On-site; USD 27,000 - 39,000; Full time

Job summary

The YWCA of Western MA is seeking a Lead Visit Monitor & Intake Coordinator for the Supervised Visitation Program, with duties in Springfield and Florence. You will coordinate orientations, intakes, site tours, and child visits, ensuring safety and adherence to program policies.

The role emphasizes trauma-informed practice, professional collaboration, and timely documentation. A Bachelor’s Degree is required, with Spanish (basic) preferred and willingness to travel between sites.

Qualifications

• Bachelor's Degree required.
• Excellent verbal, written, and organizational skills.
• Computer skills and familiarity with case management systems preferred.
• Experience with survivors of violence and/or those affected by intimate partner violence is preferred.
• Understanding of racism and bias in interpersonal and structural contexts.
• Access to reliable transportation and valid driver’s license.
• Must be able to lift 40 lbs.

Responsibilities

• Schedule and conduct in-person orientation, phone intakes, and site tours for parents.
• Refer parties to external resources for DV, counseling, and financial assistance.
• Input new client intakes and goals into AWARDS within 48 hours.
• Monitor supervised visits at multiple centers and assist with site setup and closing.
• Ensure safety and compliance with policies and procedures; de-escalate as needed.

Skills

Verbal communication

Written communication

Organizational skills

Bilingual Spanish (basic)

Conflict de-escalation

Trauma-informed

Education

Bachelor's Degree

Job description

Department: Parent and Youth Support ProgramsReports to: Direct Care Supervisor of Supervised VisitationSchedule: 37.5 hours per week; Tuesday, Wednesday, and Thursday, 10am – 6:30pm-Springfield Friday 1pm-9pm Florence Saturday 8:30am – 3:30pm-FlorenceFLSA Status: Non-ExemptStarting Rate: $24.00/hourThe YWCA of Western MA is dedicated to eliminating racism and empowering survivors. We provide a safe place for survivors of domestic violence, sexual assault, and human trafficking. Our programs and services include crisis shelter and transitional housing for survivors and their families, counseling, SAFEPLAN court advocacy, community education, supervised visitation, HIV education and testing, and vocational training. The YWCA provides services at several sites, including Holyoke, Northampton, Westfield, and our primary Springfield campus.Expectations of all employeesIn the performance of essential and general job responsibilities, all YWCA employees are expected to:Demonstrate commitment to the YWCA’s mission and principles of trauma-informed work.Represent the YWCA in a professional and competent manner to participants, community members, organizational partners, and other stakeholders.Support policies, practices, and decisions that demonstrate our shared accountability for racial equity.Foster a positive working environment.Coordinate efforts across teams, programs, and partner organizations.Maintain professional behavior and strict confidentiality.Position PurposeThe YWCA’s Supervised Visitation Program allows parents in high conflict or high risk situations to spend time parenting their child in a safe, structured, and supportive environment. Trained Visit Monitors & Intake Coordinators support the non-custodial parent in developing a healthy and loving relationship with their child while following all policies and guidelines designed to ensure safety. The Lead Visit Monitor & Intake Coordinator is also responsible for communicating regularly with the Direct Care Supervisor regarding the status of visits and any concerns.Essential ResponsibilitiesSchedule and conduct in-person orientation, phone intakes with residential and non-residential parents and arrange for site tours and interviews with children prior to first visit;Ensure parties are referred as necessary to external resources for domestic violence, batterer’s intervention, counseling, and financial assistance among others;Attempt contact with families assigned by the Direct Care Supervisor within 2 business days of assignment;Input all new client intakes and goals into AWARDS within 48 hours;Monitor supervised visits at Springfield, Dunbar, and Florence Centers as needed for coverage;Assist with set up and closing (setting up of rooms and cleaning up at end of the day).Ensure all equipment is ready for visits;Model appropriate parenting behavior and encourage healthy parent child relationships/interactions;Ensure compliance with center rules and policies while making interventions as necessary;Communicate in a timely manner with Direct Care Supervisor on any incidents and issues;Ensure that transportation of children at exchanges and visits adhere to all safety laws/policies regarding seat belts and car seats;Ability to resolve conflict using de-escalation techniques and trauma informed skills;Conduct Risk Assessments, as needed;Check in with security to ensure safety of the facility per Security Standards;Attend supervision, trainings and staff meetings as required; andOther relevant duties as necessary.QualificationsBachelors Degree;Excellent verbal, written, and organizational skills;Computer skillsPrior experience working with survivors of violence and/or those who have perpetrated violence in an intimate partner relationship;Experience and knowledge of child development and impact of domestic violence on children;Understanding of both interpersonal and structural racism and bias;Bilingual-Spanish (Basic);Access to reliable transportation and valid driver’s license required; andMust be able to lift 40 lbs.EEO STATEMENTIt is the policy of YWCA of Western Massachusetts to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or maternity, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the YWCA will provide reasonable accommodations for qualified individuals with disabilities.DISCLAIMERThe above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.AT-WILL EMPLOYMENTThe YWCA is an “at-will” equal opportunity employer. While the YWCA will continue to operate with care regarding employment decisions, the YWCA and its employees may terminate the employment relationship at any time and for any reason, with or without cause, and without advance notice. Exceptions include select, non-exempt positions covered under the Collective Bargaining Agreement (CBA). This position is covered under the CBA (union) and is subject to union dues.CRIMINAL BACKGROUND CHECKSThe YWCA, in our effort to provide safety to those we serve, and to protect our agency, performs criminal offender record information (CORI) checks on all prospective employees. Final offers of employment are contingent upon receipt of an acceptable CORI report as solely determined by the YWCA.INTRODUCTORY PERIODAll employment at the YWCA begins with a 150-day Introductory Period.