POSITION SUMMARY: 

This role serves as the central hub for all internal referrals to core service programs and coordinates external referrals to agency programs and services from individuals and service organizations. Responsibilities include conducting intake and scheduling through various communication channels, including telephone, web-based platforms, and in-person visits. Additionally, the position provides educational resources, referrals, and support to parents and caregivers facing stress across Maryland. The incumbent also maintains real-time data tracking using an internal database and offers administrative support to departmental staff. 

RESPONSIBILITES:

Serves as a centralized intake for all program services. 

Schedules initial orientations using agency calendar and database.

Provides callers education and referrals in-person or by telephone, email, and/or electronic chat responses. 

Problem-solves with callers to identify resources from both internal and external community sources and assists clients in finding solutions when no services are available to meet their needs. 

Track all caller information electronically through internal database.

De-escalate and consult with families regarding crises or urgent situations of abuse. 

Assist in the orientation and training of volunteer/student interns on helpline operations.

Maintain knowledge of current statewide databases, search engines and other community resources.

Maintains an active knowledge of current parenting practices and skills by researching evidence informed periodicals and other professional resources. 

Complete client satisfaction surveys and other service follow-up procedures. 

Maintain and track other data and records as required by The Family Tree. 

Attend staff meetings, trainings, or conferences, as requested. 

EDUCATION: 

Minimum Associate’s degree (Child Development, Human Development, Social Work, Counseling, Psychology or Human Services) 

Bachelor’s degree preferred

More than five years work experience in providing call line services and/or client scheduling may be substituted for educational degrees.

EXPERIENCE: 

1-2 years of call line or client scheduling experience 

1-2 years of experience working in a human services field 

Working knowledge of community resources 

SKILLS: 

Excellent computer skills, including Microsoft Office programs and data tracking systems 

Ability to conduct real-time data entry while responding to callers needs 

Excellent oral and written communication skills

Empathy and ability to de-escalate stressful situations 

Active listening skills 

Knowledge of child development and parenting skills building