Intake Manager (Hybrid Eligible) - Meals on Wheels of Central Texas

Shift/Pattern and FLSA Status: Full-time, Exempt

Supervisor: COO

Position(s) Supervised: Intake Specialist(s), Intake Administrative Coordinator(s)

Benefits Eligible

SUMMARY

The Intake Manager will oversee the daily operations of the Intake and Administrative Department. This position will establish goals and procedures, manage staff, make budget recommendations to the COO, and critically reflect on operational performance to increase efficiency while ensuring the needs of clients, the community, the organization and other stakeholders are met. He/she/they will train, lead and prioritize the work of others.

QUALIFICATIONS

• Associates or Bachelors year degree in related field from accredited university/college preferred or equivalent combination of education and experience
• Four years of experience in intake, outreach and/or case management
• Minimum two years supervisory experience of 2 or more staff
• Minimum three years progressive office/clerical experience
• Salesforce experience highly preferred
• Bilingual (English/Spanish) (preferred)
• Ability to work independently, make decisions, problem solve and meet deadlines
• Demonstrated ability to prioritize and successfully complete multiple tasks
• Strong attention to detail and accuracy in work
• Ability to communicate well with others, both written and verbal
• Ability to collaborate effectively with people at all levels of the organization
• Intermediate skill in Microsoft Office (Word, Excel, Outlook, PowerPoint, Access)
• Knowledge of office equipment; copiers, printers, fax machines, and RISO.
• Demonstrated experience managing, including ongoing performance management, providing coaching and feedback, setting goals and measurement metrics, maintaining a growth mindset and developing staff into future leaders, and collaborating across organization by leading, aligning and motivating teams in support of performance objectives
• Excellent critical thinking and conflict resolution skills
• Knowledge of community resources and ability to network with partnering agencies
• Reliable transportation

KEY RESPONSIBILITIES

• Works with the Vice President for Client Services in providing oversight and direction
• Manage and develop all Intake and Administrative staff. Provide staff leadership resulting in meeting and/or exceeding departmental and organizational metrics and ensuring staff provide high quality, client centered efficient services.
• Collaborate with leadership team and Nutrition, Health and Impact to develop intake metrics, document outcomes, and evaluate performance for annual and semiannual reports.
• Promote a growth mindset and continuous improvement culture.
• Establish, collaborate and maintain positive professional working relationships with all levels of leadership across the organization.

Operations

• Responsible for oversight and monitoring of intake processes and procedures to ensure efficiency of operations and allowing for return contact to be made within 72 hours of initial call for services and works with the Database Manager to ensure that the intake process is seamless and fluid.
• Resolves community complaints related to intake process and staff.
• Reviews completed intake cases weekly/monthly to ensure that the intake information is accurate and reliable.
• Oversee and organize client survey distribution and collection. Analyze results to create an effective feedback loop for service delivery improvements, trends for resources, outreach impact and effectiveness.
• Maintain and monitor program documentation to ensure compliance with referral, accreditation and compliance agencies.
• Remains informed and in compliance with all funding source guidelines that apply with our funders and contractors.
• Review required Area Agency on Aging (AAA) documents on a weekly basis for accuracy, compliance, and serves as back up to the Administrate Coordinator during absence.
• Communicating closely with AAA staff to correct documentation errors and/or complete missing information.
• Perform criminal background checks (CBC) on clients
• Manages case requests submission, which includes address changes and schedule changes.
• Provide relief and/or backup support
• Communicates meal delivery schedule changes or holidays impacting the delivery of regular scheduled meals.
• Serve as backup to the Intake Specialist as needed and required.
• Responsible in arranging services for all short-term clients (STS) and distributes client end-of-service letters when temporary services end.
• Responsible with completion of intakes and assigning all Factor Health participants (University of Texas at Austin Dell Medical School) to a Supportive Service Case Manager to evaluate their situation and enrolling the participant to our home delivered meal services.
• Develop and implement standard operating procedures for Intake and Administrative functions of Client Services.
• Ensure printed collateral is kept up to date in English, Spanish and in compliance with the Limited English Proficiency policy. Create and distribute client communication flyers for meal delivery service.
• Attend monthly Client Services managers meetings.
• Participate in community resource fairs.
• Oversees partnership of MOWCTX as a distributor with Family Eldercare for the yearly Summer Fan drive.
• Assist with annual budgetary process, specific to needs for Intake and Administrative functions of department.

WORKPLACE ENVRIONMENT AND PHYSICAL DEMANDS

• Work is performed both indoors in a climate-controlled office or home office setting, and outdoors or offsite at clients homes.
• Able to work in a stationary position 50% of the time.
• Occasionally move about inside the office for meetings and to access office resources.
• Constantly operates a computer, phone and other office productivity devices.
• Constantly communicates with staff, clients, and other people. Must be able to exchange accurate information.
• Occasionally moves objects weighing up to 20 pounds.

To find out more about Meals on Wheels Central Texas, please visit https://www.mealsonwheelscentraltexas.org/programs/senior-centers.

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, genetic information, disability, veteran status, sex or age or any other legally protected status.