Intake & Referral Specialist (Bilingual - Spanish)

Hively; Pleasanton (CA); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Paid holidays and flex holidays

Generous paid time off

Tuition reimbursement

Life & Long Term Disability Insurance

403(b) plan

SEP-IRA with 5% employer contribution

Professional development

Job summary

Hively seeks an Intake and Enrollment Specialist to be the front-desk contact for families in Alameda County. You will manage eligibility, collect and route documents, and coordinate with Family Support Specialists to connect clients with child care resources.

In this role, you will maintain accurate databases, generate program reports, and build relationships with local agencies. A bilingual Spanish-English capability and strong organizational skills are essential for success.

Qualifications

• Experience in a human services agency or equivalent educational degree
• Bilingual in Spanish and English
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Experience using Microsoft Office software and Google Suite
• Knowledge of all aspects of business office procedures
• Ability to communicate effectively both orally and in writing
• Ability to develop and maintain good working relationships with diverse groups of people
• Basic math skills
• Strong organizational skills
• Flexibility to support events and outreach programs including evenings/weekends

Responsibilities

• Determine eligibility needs, maintain, collect documentation, and distribute from waitlist for enrollment
• Assist with receptionist duties and provide clients with community contact information
• Input and maintain information in databases and create/modify documents and schedules
• Compile and produce program data reports and accurately capture service records and financial transactions
• Maintain confidential participant records and TrustLine applications
• Maintain relationships with community agencies and update resources in Google Drive and Notion
• Conduct limited outreach services
• Monitor CareWait and direct families to appropriate agencies
• Establish electronic and physical files for enrolled clients and facilitate handoffs to Stage 2 agencies
• Apply conflict resolution and de-escalation skills to navigate challenging interactions
• Other duties including front desk coverage

Skills

Bilingual in Spanish and English

Microsoft Office

Google Suite

Data entry / record-keeping

Customer service

Communication skills

Team collaboration

Problem solving

Education

BA/BS in Social Services or related field

Tools

CC4 System

CareWait

Notion

Job description

Who We Are

Hively’s mission is to build meaningful connections with families and communities, ensuring access to resources every child in Alameda County needs to thrive. Our vision is to transform the lives of children and families to benefit all communities and ensure a promising future for generations to come. We believe that through subsidized child care, mental health support, and community services centered in families of all types and backgrounds, we can profoundly impact the communities we serve.

Our Team & Culture

Our Team at Hively is a passionate and diverse group of individuals from a wide range of different lived experiences, backgrounds and professional expertise. We strive every day to create an environment for families and staff that is inclusive and welcoming of different experiences and perspectives. We prioritize learning, listening, and growing together and to foster a culture of respect.

The Opportunity

Reporting to the Program Manager, the Intake and Referral Specialist will play a key role at Hively. The Intake and Enrollment Specialist is an organized, detail-oriented, team-oriented, customer-focused individual who will be the front-desk initial point of contact for clients with the Family Support Specialists. As an integral member of the Alternative Programs team, the Intake and Enrollment Specialist will be responsible for managing the flow of client requests, parent resources, and child care referrals. They are also responsible for making appropriate referrals to internal and external agencies.

What you'll be doing:

• Determine eligibility needs, maintain, collect documentation, and distribute from the waitlist for enrollment to Family Support Specialists
• Assist with receptionist duties and provide clients with community contact information for other services
• Input and maintain accurate information in appropriate databases (CC4, CareWait, and Notion) paper files, or electronic files. Create or modify various documents, reports, and schedule appointments using Google or any other software as requested.
• Compile, reconcile, validate, and produce program data reports for daily, weekly, monthly, quarterly, and/or special assignments as needed. Accurately capture service records and financial transactions as assigned
• Maintain required confidential participant records and TrustLine applications pursuant to department, agency, local, State and Federal requirements
• Maintain relationships with community agencies that refer clients to the program and contribute to the ongoing development of new referral sources. Create and maintain resources in Google Drive and Notion
• Conduct limited outreach services
• Monitor CareWait and ensure all families are directed to the appropriate agency as needed, or assigned for enrollment if they correspond to Hively’s service area
• Establish initial electronic and physical files for those enrolled and facilitate a warm-handoff to Stage 2 agencies
• Apply proven conflict resolution and de-escalation skills to safely navigate challenging interactions, fostering trust and safety with vulnerable and high-needs populations
• Other duties as assigned, including front desk coverage support

What you should bring:

• Experience in a human services agency or equivalent educational degree
• Bilingual in Spanish and English
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Experience using Microsoft Office software and Google Suite
• Knowledge of all aspects of business office procedures
• Ability to communicate effectively both orally and in writing
• Ability to develop and maintain good working relationships with diverse groups of people
• Basic math skills
• Strong organizational skills
• Ability to work a flexible schedule, including occasional evenings and weekends, to support community events and outreach programs as needed.

Preferred Knowledge, Skills and Abilities:

• BA/BS with major coursework in social services/human development or related field
• Experience in the delivery of services to a diverse population
• Previous experience working for a non-profit
• Reliable transportation and the ability to travel regularly between local site locations and community event venues as needed

Benefits

• Medical, dental, and vision plans covered at 100% for the employee
• Health & Dependent Care FSA 14 Paid Holidays + 4 flex holidays, including your birthday!
• Generous paid time off policy (over 3 weeks per year)
• Tuition Reimbursement ($1,000/year)
• Employee Appreciation Program
• Life & Long Term Disability Insurance covered 100% by Hively
• 403(b) plan
• SEP-IRA plan with an employer contribution of 5% of annual salary
• Learning & Development Opportunities
• Financial wellness program with unlimited access to personal financial advisors
• Industry competitive salary ranges

Work Location

Please note this role is a fully on-site position. While the primary location will be the office listed, you may be required to work from other Hively locations within Alameda County as operational needs arise.

Welcoming Candidates from All Backgrounds

Hively is proud to be an equal opportunity employer. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.

Please note that applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Salary ranges are based on industry data, and final employment offer will be determined based upon factors including but not limited to an applicant's experience, specialized skills, and internal alignment.