Intake Resource Specialist

Position Title:  Intake Resource Specialist  

Employment Status: Full-time 

Number of hours per week:  40 hours  

Hourly Rate: $22.00- $24.00   

Southern Maine Agency on Aging (SMAA) is committed to positive long-term outcomes for older adults and their caregivers. We empower older adults, adults with disabilities and their caregivers to live to their fullest potential by providing services, resources and information. At SMAA, we believe that a supportive and inclusive workplace, where everyone feels valued and heard, is key to shaping organizational culture and advancing our work with underrepresented and diverse communities. We were recently voted Best Places to Work in Maine for 2024 & 2025! 

The full-time Intake Resource Specialist works as an integral member of the Community Services team to support older adults, adults with disabilities, caregivers, and other community members residing in Cumberland and York counties. The primary focus of this role is providing information and assistance, conducting intake and screening activities, triaging incoming calls and referrals, determining eligibility for programs and services, assessing level of functioning and engagement, and connecting clients to appropriate community resources. The Intake Resource Specialist gathers demographic information, completes needs assessments, conducts benefits and program screenings, and provides supportive telephone-based interactions for individuals experiencing social isolation, behavioral health concerns, cognitive challenges, physical limitations, housing instability, or other barriers to well-being. The Intake Resource Specialist plays a key role in shaping the public-facing experience of the agency and provides clear, professional, and compassionate communication that builds trust and understanding of SMAA services. This position supports grant-funded and fee-for-service programs and serves as a key access point for Community Services. This is a hybrid position with opportunities to work across Southern Maine Agency on Aging’s centers, community locations, and remotely. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Serves as a primary intake and information resource for older adults, adults with disabilities, caregivers, and community members seeking services and support. 

• Responds to incoming calls, referrals, emails, and requests for assistance; screens, triages, and prioritize client needs based on urgency and complexity. 

• Conducts intake interviews and comprehensive screenings to assess client needs, level of functioning, level of engagement, service eligibility, and barriers to accessing resources. 

• Collects demographic information and completes assessments required for programs, grants, and service delivery. 

• Provides information and assistance regarding benefits programs, behavioral health services, housing resources, home care, transportation, financial assistance, insurance programs, and other community supports. 

• Determines eligibility for programs and services and assists clients with enrollment, application processes, and referrals. 

• Develops and maintains a thorough working knowledge of community resources, benefit programs, behavioral health supports, and health insurance options. 

• Coordinates referrals and facilitates warm handoffs to SMAA programs, community partners, and service providers. 

• Provides short-term supportive interactions and resource navigation for clients experiencing isolation, behavioral health concerns, cognitive challenges, or physical limitations. 

• Maintains accurate, timely, and complete documentation in agency databases and tracking systems. 

• Collaborates with internal staff and external partners to support coordinated service delivery. 

• Supports grant-funded and fee-for-service programs as assigned. 

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Performs additional duties as assigned. 

KEY PERFORMANCE INDICATORS (KPI’s): 

1. Client Response and Follow-Up Timeliness 

• Respond to 95% of client inquiries within 2 business days and triage urgent cases the same day. 

• Enter 95% of required documentation into the database on the same day as client contact. 

2. Intake, Screening and Eligibility Determination 

• Complete intake, screening, eligibility determination, and needs assessment activities for 95% of new clients within required program timelines. 

• Ensure assessment data and screening outcomes are accurately documented within the same day of client contact. 

3. Resource Navigation and Referral Completion 

• Provide accurate information, referrals, and warm handoffs for 95% of clients requiring additional services or support. 

QUALIFICATIONS NEEDED FOR POSITION: 

Experience and Skill Requirements:   

• Minimum of 2–3 years of experience working with older adults, adults with disabilities, caregivers, or in a related human services/customer-facing role (e.g. case management support, healthcare navigation, crisis response, intake, social services, behavioral health, or community outreach).  

• Excellent verbal communication skills, including the ability to redirect conversations respectfully and keep calls focused and productive.  

• Strong organizational skills and ability to manage multiple referrals and competing priorities in a structured system.  

• Self-directed, reliable, and comfortable making decisions within defined role parameters.  

• Values teamwork, collaboration, and continuous learning. 

Education: 

• Bachelor's degree in social work, Counseling, Gerontology, Human Services, Psychology, Public Health, or a related field of OR equivalent combination of education and relevant experience.  

• Relevant certifications, training, or lived experience in aging, caregiving, disability services, or community health are highly valued. 

** All requirements and skills are considered to be essential, unless otherwise indicated. ** 

Salary and Benefits: This is a non-exempt position, working 40 hours per week, with an hourly range from $22.00 - $24.00 based on experience. 

Benefits include: 

• Vacation time  

• Sick time 

• 13 holidays per year 

• Dental and vision insurance 

• Medical – 100% paid premiums (Employee only) 

• Accident and critical illness insurance 

• 403B Retirement Plan 

• Tuition Reimbursement  

• Life insurance, income protection plan, and long-term disability insurance. 

• Paid Birthday, Grandparent leave, parental leave, volunteer time, and more! 

To Apply 

Please submit your resume and a cover letter explaining why you are the right fit for this position. 

The position is open until filled  

SMAA is an equal-opportunity employer 

Salary : $22 - $24