Intake Specialist

POSITION SUMMARY

The Outreach/Intake Specialist plays a vital role in connecting eligible clients to the Weatherization Assistance Program. This position coordinates outreach efforts, responds to prospective client inquiries, conducts pre-eligibility screenings, assists clients through the application process, and assigns qualified applicants to the Customer Care Specialist team for continued processing and service coordination.

ESSENTIAL FUNCTIONS

The following duties are representative of the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

CLIENT OUTREACH & PROGRAM INFORMATION

Provide Weatherization Program information, answer questions, and route calls as appropriate through inbound and outbound calls and periodic walk-in client interactions.

Conduct outreach by SMS, email, and telephone to connect with program-eligible, EAP-approved clients.

Treat every client with dignity and respect while maintaining a professional, empathetic, and service-focused approach.

Maintain clear and consistent communication so clients understand program requirements, application status, and next steps.

ELIGIBILITY SCREENING & APPLICATION SUPPORT

Generate EAP-approved client lists in WAP Link and conduct pre-eligibility screenings to identify clients who may qualify for the program.

Conduct pre-eligibility screenings for online applicants to determine potential program eligibility.

Assist prospective clients with completing the Weatherization Program application process.

Assign qualified applicants to the Customer Care Specialist team for continued processing and service coordination.

CLIENT COORDINATION & WRAPAROUND SUPPORT

Collaborate with Customer Care Specialists, contractors, and Weatherization staff to support a seamless client experience.

Support the agency’s holistic wraparound initiative by screening clients for potential eligibility for other CAGI programs and services.

Facilitate internal and external referrals that connect clients with additional resources supporting their overall well-being.

DOCUMENTATION, DATA & RECORDKEEPING

Update internal systems and databases to accurately track client progress throughout the intake process.

Document all client interactions, outreach attempts, and status updates in CharityTracker, ensuring records remain complete, accurate, and current.

Maintain accurate records of outreach activities, client communications, screenings, and program applications.

Protect confidential client and program information in accordance with CAGI policies, program requirements, and applicable privacy standards.

ADDITIONAL RESPONSIBILITIES

Perform other duties as assigned to support the Weatherization Program and the agency’s mission.

POSITION REQUIREMENTS

High school diploma or general education degree (GED) required.

At least two years of experience in client outreach, social services, customer service, or related work preferred.

Proficiency with Microsoft Office products, including Word, Excel, SharePoint, and Outlook.

Ability to operate standard office equipment, including a personal computer, fax machine, calculator, and copier.

Excellent verbal and written communication skills.

Strong organizational skills, attention to detail, and the ability to follow through on assignments.

Ability to build rapport with diverse populations and maintain professionalism in all interactions.

Knowledge of community resources and programs, particularly energy assistance and housing-related services.

INDEPENDENT ACTIONS AND JUDGEMENT

Actions are guided by Community Action policies and procedures, program requirements, and bylaws governing nonprofit organizations. The position requires appropriate judgment when completing screenings, communicating with clients, maintaining records, coordinating referrals, and handling information of a confidential nature. Matters outside established authority or procedure must be referred to the Weatherization Program Director or designated leader.

WORKING RELATIONSHIP

Works collaboratively with all levels of management, Community Action personnel, clients, contractors, community partners, and the general public. The position requires a high degree of courtesy, diplomacy, empathy, professionalism, and tact.

WORKING CONDITIONS

Work is primarily performed in an office environment, with occasional travel to community events, client locations, satellite offices, or program sites.

The position regularly requires standing, walking, and sitting; speaking and hearing in person and by telephone; using hands to handle objects or controls; and reaching with hands and arms.

Must be able to lift and carry up to 15 pounds.

A valid driver’s license and access to reliable, insured transportation are required.

Community Action of Greater Indianapolis, Inc. (CAGI) is a nonprofit organization dedicated to the reduction and ultimate elimination of poverty among the clients in its service area. Currently, we served more than 40,000 households and 100,000 residents of Boone, Hamilton, Hendricks, Marion and Tipton Counties in Indiana. CAGI has pursued its mission since its incorporation in 1965, and the constellation of services we provide has grown and evolved as the shape and face of poverty has changed and the needs of our clients have changed. We are proud to be among the more than 1,000 Community Action Agencies in the country striving to achieve such outcomes for our constituents.