Intake Specialist

Title: Intake Specialist

Reports to: Program Manager

Classification: Full Time/Non-Exempt

Location: Pittsburgh, Pennsylvania

Compensation: $22.64/hour ($47,110/year)

About Just Mediation Pittsburgh

At Just Mediation Pittsburgh (JMP), we believe that mediation empowers communities by leveraging underutilized resources to address complex social challenges equitably. As a community mediation center, we currently focus on landlord-tenant mediation as an alternative to eviction court, with plans to expand into other areas of community-based mediation.

We view mediation as a tool for justice, providing a space where conflicting parties can engage collaboratively to reach mutual understanding and resolution. Our work is grounded in deep listening, self-determination, and a commitment to resolving community issues.

Position Summary

Intake Specialists at Just Mediation Pittsburgh serve as the first point of contact for parties interested in mediation. This position requires attention to detailed case management and the ability to quickly process referrals. The Intake Specialist receives mediation referrals from Just Mediation Pittsburgh’s website, voicemail system, and batched referrals from partnering landlords and inputs case information into mediation databases. This position contacts parties by phone, text, and email to screen for mediation. The Intake Specialist aligns the schedules of the mediation parties and prepares case documentation to be passed to the Mediation Support Team.

Emotional Demands & Wellbeing 

This role involves regular engagement with individuals experiencing housing instability, conflict, and crisis. As a result, staff may be exposed to vicarious trauma and emotionally complex situations.

Just Mediation Pittsburgh is committed to fostering a supportive and trauma-informed workplace. We encourage employees to engage in professional practices that support resilience and well-being in emotionally demanding roles. 

We provide space for reflection, peer support, and optional self-care activities, and we recognize that maintaining boundaries and wellness looks different for each person. In addition, employees have access to a 24/7 Employee Assistance Program (EAP) that offers free and confidential support services.

Responsibilities

Intake (80%)

• Review and process mediation referrals from landlords, tenants, and partner organizations
• Explain the mediation process and prepare parties for engagement with a mediator
• Confirm participants' willingness to mediate
• Coordinate mediation schedules based on party availability
• Maintain accurate case records and track case progress in databases
• Collect required documentation for grant reporting
• Build rapport with landlord partners who refer high volumes of cases
• Make referrals to partner agencies as appropriate

Special Projects (20%)

• Contribute to initiatives aimed at improving intake procedures and service delivery
• Identify process gaps and collaborate on solutions
• Participate in monthly professional development sessions
• Perform other duties as assigned by the Program Manager

Qualifications

• Strong case management skills with the ability to handle a high caseload efficiently
• Experience in program coordination and client service delivery
• Ability to meet deadlines and respond promptly to new referrals
• Proficiency with Google Workspace (Docs, Sheets, Slides) and Zoom
• Preferred experience with HubSpot
• Strong verbal and written communication skills, both virtual and in-person
• Background in conflict resolution; mediation experience preferred
• Experience working with diverse populations
• Ability to assess and improve organizational systems to enhance client services
• Detail-oriented with problem-solving skills to navigate logistical challenges such as scheduling conflicts
• Prior experience with housing services, eviction issues, and/or landlord-tenant concerns preferred

Skills 

• Willingness to learn, adapt, and share knowledge
• Ability to work independently 
• Punctual and dependable, ensuring timely responses and task completion
• Fosters a positive, collaborative work environment

Requirements

• Must reside in the Greater Pittsburgh area
• Flexible availability, including occasional evenings or weekends
• Reliable transportation for in-person meetings twice per month
• Ability to sit for extended periods and lift up to 20 lbs for event setup
• Access to a personal phone, internet, and a remote workspace. Laptops are provided to all staff.
• This is a non-exempt, at-will employment position. 

Benefits and Work Culture

• Medical, dental, and vision insurance
• Generous PTO package, sick leave, floating holidays, paid holidays, and bereavement leave
• Monthly goal-based professional development opportunities
• Weekly self-care group activities (optional)
• Monthly, in-person educational and social time
• Strong internal promotion culture; we love to promote from within
• We value both life experience and formal education
• Commitment to maintaining a healthy work-life balance
• Employee Appreciation events, team building activities, milestone celebrations, and opportunities for Days of Service

Just Mediation Pittsburgh provides equal employment opportunities to all employees and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, color, religion, sex, national origin, ethnicity, ancestry, age, disability status, marital status, pregnancy, veteran status, sexual orientation, gender identity and expression, genetic information, political affiliation or any other protected characteristic in accordance with applicable laws and regulations.

Application Process

• To apply, submit a cover letter, resume, and three references via email to admin@justmediationpgh.org. Applicants must be authorized to work in the United States. Just Mediation Pittsburgh is unable to sponsor employment visas at this time.