At Heartland Family Service, we are committed to building a culture that is trauma informed and values and celebrates diversity and inclusion. We believe this allows for better service delivery and innovation, as it encourages our employees to bring various experiences and uniqueness to the workplace.

Trauma Informed Care is an approach to engaging people with histories of trauma that recognizes the presence of trauma symptoms and acknowledges the role that trauma has played in their lives. Trauma Informed Care also acknowledges the effects of working with trauma survivors on our workforce and seeks to build collaborative and supportive working environments and relationships.

If you believe in our mission of creating healthy families and communities, and like a fast pace, collaborative and team-oriented environment, then Heartland Family Service is the agency for you.

SUMMARY DESCRIPTION OF WORK

The Intake Specialist serves as a critical first point of contact, responsible for creating a welcoming, supportive, and trauma-informed environment. This position ensures timely triage and referral of clients based on clinical need and supports access to services through culturally responsive and equity-driven practices. Performs duties of a broad nature while working in a fast-paced environment, which include ability to have critical decision making, problem solving, and customer service skills.

Compensation: between $19.42 and $23.15 per hour (wage is based on total years of relevant experience)
Work Schedule: 37.5 hours per week

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MINIMUM QUALIFICATIONS

Bachelor’s Degree preferred OR five years’ experience working with Human Service Programs
Data Management Experience (Excel)
Experience working with populations with mental health, substance use, or co-occurring disorders preferred
Experience with Electronic Health Record (EHR) systems is preferred.

Essential Duties and Responsibilities

Follow all policies, procedures, and workflows for intake, screening, triage, and referral processes across all service lines.
Screen incoming client calls or walk-in clients for appropriate service.
Provide crisis intervention and problem-solving assistance to callers or walk-in clients.
Assist client in navigating systems of care by referring to appropriate HFS programs, completing the intake and ensure appropriate triage based on clinical urgency, level of care, and client needs using supportive language.
Maintain and update files regarding community resources.
Maintain proper documentation and accurate records in compliance with HIPAA and agency policies in the EHR.
Maintain professional relationships and provide quality customer service with not only internal HFS programs, but external referral agencies.
Identify and address systemic barriers to access, including language, technology, or socioeconomic challenges for clients.
Remain flexible and open minded as change happens and can easily manage transitions from task to task effectively.
Assist with program audits, quality assurance processes, and continuous improvement initiatives to ensure accuracy, compliance, and effectiveness of intake services.
Demonstrate sensitivity and responsiveness to cultural differences and diverse client needs, including race, ethnicity, gender identity, sexual orientation, religion, and disability.
Engage in team meetings, case reviews, and communication loops to support interdisciplinary coordination and seamless client service (if applicable).
Display a courteous and caring attitude at all times to the clientele, volunteers, and visitors of the agency.
Cooperate and collaborate with program area staff, volunteers, and other agency staff.
Maintain regular, prompt attendance at the office on a consistent and reliable basis.
Abide by all specific program and Agency procedures, policies, and requirements.
Develop personal and program related skills through participation in internal and external training opportunities including printed material and audio and/or visual media.
Create, maintain, and share as appropriate a dynamic self-care plan.
Strive to make connections between the agency and the larger community whenever possible to contribute to the agency’s ongoing fundraising and friend-raising efforts.
Perform other program related duties as assigned.