What are the responsibilities and job description for the Intake Coordinator II position at St. Matthew's House?
Description
OUR CORE PURPOSE:
As an expression of God’s love in Southwest Florida, we are growing to ensure that no one experiencing hunger, homelessness or addiction is alone or without a pathway for their journey from crisis to contributor. Together with our partners and participants, we cultivate communities where people are progressively seen, accepted, challenged, and supported.
GENERAL SUMMARY
The Intake Coordinator II serves as an advanced intake team member and works directly under the supervision of the Intake Manager. In addition to performing all Intake Coordinator responsibilities, this position provides ongoing waitlist management, intake process quality improvement support, data tracking, interdepartmental communication, and coordination with external community partners. The Intake Coordinator II plays a critical role in ensuring efficient program access, accurate reporting, and continuity between intake, case management, and community referral systems.
ESSENTIAL FUNCTIONS:
- Maintain and manage program waitlists through weekly or biweekly reviews
- Conduct regular outreach to individuals on the waitlist to:
- Confirm continued interest in services
- Provide status updates regarding program availability
- Assess changes in circumstances, level of urgency, or service needs
- Update applicant records and document all communication attempts in Mission Tracker
- Remove, archive, or close waitlist cases when:
- Services are no longer needed
- Individuals cannot be contacted following multiple documented outreach attempts.
- Applicants have been successfully enrolled, scheduled, or referred to another appropriate resource
- Ensure waitlist information remains accurate, organized, and reflective of current service demand.
- Update and maintain occupancy reports on a weekly basis
- Track performance metrics among the team
- Monitor intake related data for accuracy and completeness
- Attend weekly Case Management Team meetings
- Collaborate with the Intake Manager prior to meetings to:
- Identify questions requiring team discussion
- Determine specific feedback needed from Case Managers
- Prepare intake-related topics for review
- Collect information and recommendations from Case Managers to improve intake processes and service delivery
- Gather and report feedback on topics including:
- Repeat residents
- Screening procedures
- Eligibility requirements and concerns
- Barriers impacting program admissions
- Support continuous improvement initiatives designed to enhance intake efficiency and client outcomes
- Serve as the point of contact for the Collier County Jail Reentry Team regarding intake-related matters
- Coordinate communication between shelter intake staff and jail reentry personnel
- Provide feedback and outcome information on individuals entering Justin’s Place and Jill’s Place from the Collier and Lee County jail system, while maintaining confidentiality and compliance with applicable regulations
- Foster positive working relationships with community partners to support successful referral and client transitions
- Ensure compliance with agency policies, funding requirements, and applicable regulations
- Participate in training, professional development, and staff meetings as assigned
- Perform other duties as assigned by the Intake Manager or leadership team
Requirements
Education: High School Diploma required or equivalent. Individuals with Certification in Addiction preferred.
Experience: A minimum of 2 years’ experience working with individuals who are homeless or suffering from addiction.
Confidentiality: Works with highly confidential information.
Mental/Visual Demands: Flow of work requires normal mental and visual capabilities. Bi-lingual in English and Spanish.
Physical Demand: Must be able to stand for minimum of 4 hours at a time and lift at least 25 pounds. Must be able to bend or kneel to the ground.
Working Conditions: Normal Office Environment