Job Title: Intake Specialist

Classification: Hourly, non-exempt from overtime provisions of the Fair Labor Standards Act.

Revision Date: 4/2024

Job Purpose:

Recruits participants for related workforce programs through community outreach efforts and welcomes new CareerLink customers. Serves as the primary point of contact for individuals enrolling in CareerLink programs, guiding them through the intake process. Conducts intake interviews, assesses participant needs, and provides personalized guidance to ensure an understanding of program requirements and available resources. Assigns clients a case manager/program. Gathers information related to economic barriers, health needs, and basic needs (including, but not limited to, food security, transportation, and housing), and program eligibility.

The position of Intake Specialist is a professional position and requires a person capable of conforming to the high standards of behavior expected of all staff. Excellent work habits, including attendance and punctuality, are required.

Education: Associate degree with three or more years’ experience in the customer service field.

Computer proficiency: Experience and knowledge of standard computer programs including Word, Excel, web-based databases, and general internet, and email etiquette.

Clearances: Must be able to obtain acceptable results for required background checks, including Act 151 Pennsylvania Child Abuse History Clearance, Pennsylvania Criminal History Check, and Department of Human Services FBI Fingerprints.

Other : Must have a valid driver’s license, with a clean record and dependable transportation, which can be used in the course of his/her job. Must have an operating telephone, so that he/she may be contacted quickly by Goodwill when necessary.

Skills, Abilities, Duties and Requirements:

1. Knowledge of current best practices in the delivery of workforce development services and acceptance of Goodwill’s Philosophy Concerning People Served.
2. Sound professional judgment, adequate to address the needs of a diverse customers base.
3. Excellent written and verbal communication skills and the ability to develop written business correspondence.
4. Ability to relate effectively to others, including co-workers, agency participants, supervisors, and community contacts in groups and individually.
5. Thorough knowledge and acceptance of the principles of customer service.
6. Vision and hearing corrected to within normal limits. Ability to perform light duty or medium duty work, including occasional standing, for up to 8 hours each day. Ability to perform occasional bending, stooping, stretching, pushing, and pulling. Ability to lift and carry objects weighing up to 20 lbs. occasionally, (material handling equipment can be used to minimize effort expended, when practical).
7. Commitment to maintaining confidentiality and upholding ethical standards.
8. Ability to present service information in group settings, as well as during individual intake appointments, both on and off site.
9. Works in the PA CareerLink® Career Resource Area, assists with outreach phone calls, customer inquiries, walk-ins, etc.
10. Meets with potential customers to identify service needs. Guides individuals through the enrollment process, explaining program objectives, eligibility criteria, and available services, supports, and resources.
11. Serve as a liaison between participants and program staff, facilitating communication and ensuring a seamless transition into program(s).
12. Maintains knowledge of community resources, referrals, and best practices in program navigation and intake procedures.
13. Occasional evenings and weekends may be required to maximize community outreach initiatives.
14. Provides an overview of available career services to the public via PA CareerLink® welcome orientations, recruitment initiatives, intakes, special events, etc.
15. Provides initial assessment of skill levels, including literacy, numeracy, aptitudes, interests, and supportive service needs.
16. Ensures area of responsibility complies with regulations and requirements.
17. Maintains records of participant information, progress, and outcomes using data management system of record in accordance with policies/procedures.

Note: The requirements listed are representative of the knowledge, skills, abilities and duties required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.