Intake Specialist

Goodwill Industries of Central Michigan's Heartland; Battle Creek (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Goodwill Industries of Central Michigan's Heartland is seeking an Intake Specialist to be the first point of contact for participants seeking services through the Mission Services department.

The role involves welcoming visitors, gathering intake information, conducting screenings, and connecting individuals with appropriate programs and staff. It also covers front desk coverage and administrative support as needed to maintain a positive, client-centered experience.

Qualifications

• Experience handling intake workflows and case management basics.
• Strong data entry and record-keeping in databases.
• Commitment to confidentiality and client-centered service.

Responsibilities

• Serve as the primary intake contact for individuals seeking services via walk-ins, calls, emails, and online submissions.
• Conduct initial screenings and assess participant goals and service needs.
• Explain available programs clearly and connect participants to the right staff.
• Schedule appointments and coordinate referrals with Mission Services.
• Maintain accurate participant records in databases and case management systems.
• Provide front desk coverage and administrative support as needed.
• Protect participant privacy and comply with confidentiality standards.

Job description

Purpose or General Objective: The Intake Specialist serves as the first point of contact for individuals seeking services through the organization's Mission Services department. This position is responsible for welcoming participants, gathering and documenting intake information, assessing immediate service needs, and connecting individuals with appropriate programs, resources, and staff. The Intake Specialist supports walk-in visitors, phone inquiries, and online referrals while ensuring a positive, professional, and customer-focused experience. This position also serves as a backup Receptionist, providing front desk coverage and administrative support as needed.

Essential Duties:

Participant Intake and Referral Coordination

• Serve as the primary intake contact for individuals seeking services through walk-in visits, phone calls, email inquiries, and online submissions.
• Conduct initial screenings and needs assessments to identify participant goals, barriers, and service needs.
• Explain available programs and services to participants in a clear and welcoming manner.
• Determine appropriate program placement and refer individuals to the correct Program Specialist or other service provider.
• Schedule appointments and coordinate referrals with Mission Services staff.
• Maintain accurate participant records and documentation within designated databases and case management systems.
• Follow established intake procedures and eligibility guidelines for all programs.
• Track referrals and ensure timely follow-up when necessary.

Customer Service and Front Desk Support

• Greet visitors and create a positive first impression of the organization.
• Answer incoming calls, respond to inquiries, and direct calls to appropriate departments.
• Assist participants in completing intake forms and required documentation.
• Maintain confidentiality while handling sensitive participant information.
• Provide general information regarding community resources and available services.
• Support a welcoming and inclusive environment for all participants.

Administrative Support

• Enter participant information accurately into databases and tracking systems.
• Prepare intake packets and maintain participant files.
• Generate reports and maintain intake statistics as requested.
• Assist with data collection required for grant reporting and program outcomes.
• Monitor and replenish office forms and informational materials.

Reception Coverage

• Provide backup coverage for the receptionist during absences, breaks, meetings, or high-volume periods.
• Receive visitors, answer multi-line phone systems, and manage general office inquiries.
• Assist with mail distribution and other front desk administrative functions.

Compliance and Confidentiality

• Maintain compliance with organizational policies, program requirements, and confidentiality standards.
• Protect participant information in accordance with applicable privacy regulations and organizational policies.
• Participate in training and professional development activities as assigned.