Intake Specialist - Child & Family Services of NY

Description This is a newly created position, well suited for someone who enjoys interacting with and helping others

The Intake Specialist will serve as the first point of contact for all CRJ inquiries via phone or email

The Intake Specialist’s primary focus is to communicate with persons and guide them to the correct services by providing information, screening for IPV and/or unique needs, and assigning and transferring cases to appropriate CRJ staff

Once transferred, ongoing communication with Program Associates (case managers) will be required through case transfer and/or closure

Throughout process, the Intake Specialist will be expected to enter case updates into case management system as well as provide reports as needed

Extensive training and support will be provided, including basic mediation, conflict coaching, and restorative practices training

Responsibilities: + Retrieve and manage all voicemails and ‘mediate’ emails and work with CRJ staff who case manage; + Retain and file communication according to systematic process and procedures; + Enter 100% of referred cases into case management system and assign them to appropriate staff; + Refer callers who are not appropriate for services to relevant C+FS resources and/or to resources offered throughout the WNY community; + Conduct Domestic Violence/IPV screenings, referrals, and linkage to advocates or legal services when appropriate; + Respond to basic information inquiries from current clients; + Work alongside other operations staff to ensure efficiency in service-provision; + Identify potential problems and points of friction and help find solutions; + Identify opportunities to expand or shift course based on community needs; + Utilize electronic case management system to prepare regular reports; + Work collaboratively with a focus on teamwork across all CRJ initiatives; + Attend and participate in regular CRJ and agency meetings; + Attend professional development trainings as required; + Incorporate the agency mission, values and philosophy in decisions, behaviors and actions; and + Model and practice sensitivity, fair treatment and acceptance of diversity in all interpersonal interactions and in accordance with trauma informed practices; Our ideal candidate: + Believes that + Collaborative, community relationships can affect positive, systemic change + Diversity in ideas and in people fosters an atmosphere of equity and inclusion + Those involved in court or the juvenile justice system should be provided the opportunity to have a voice and a choice in developing solutions to address their needs; + Is well versed in all CRJ services and help clients navigate to the service that most aligns with their needs and goals; + Has completed basic mediation/conflict coaching/ and restorative practices trainings and apprenticeships AND has 2-3 years experience as a mediator, conflict coach, or other neutral; + Experience in working with a Community Dispute Resolution Center

Minimum Requirements: + Bachelor’s Degree and at least 2 years’ experience in similar role or Bachelor’s Degree and 2 to 3 years’ experience in providing direct support in a human service organization; + Possess and maintain knowledge of community, legal services, and internal agency program resources (strongly preferred)

+ Excellent interpersonal engagement skills and can put people at ease quickly + Demonstrates problem solving and conflict resolution skills in both organizational and interpersonal matters; + Maintains positive working relationships with program staff and others within the agency

+ Possesses a commitment to client-centered decision making; + A commitment to confidentiality; + Demonstrates initiative and serves as a role model within the program; + Strong organizational skills to effectively manage multiple cases, projects, schedules, calendars, etc; + Strong interpersonal, listening, oral, and written communication skills; + Demonstrates sound decision-making; + Is proficient in Microsoft Office programs, demonstrates a commitment to data integrity, and maintains accuracy and attention to detail in the utilization of caseload management system

+ Good judgement in setting priorities, fulfilling responsibilities, and organizing workload, proved through education or experience; + Flexible in ability to work independently within a team-based environment, and be wiling to adapt responsibilities according to program needs

This position currently offers a hybrid work environment with a combination of an in office (TriMain location) and work from home schedule

Competitive Pay Range $24-26 hourly based on experience C+FS offers full-time employees the below benefits to support our employees and their families and help to create a healthy work environment

+ Paid Time Off (PTO)–20 PTO Days (25 Days After Five Years of Employment)–14 Paid Holidays (includes 2 flex holidays)– Bereavement: Four Paid Days– Paid Jury Duty + Employer Paid Life Insurance + Medical, Two Plan Options + Dental, Two Plan Options + Vision Insurance + Wellness Program and Incentives + Health Savings Account (HSA) and Quarterly Employer-Contributions + Healthcare Flexible Spending Account (FSA) + Dependent Care FSA Retirement + Employee Referral Bonus + Qualifying Employer for Public Service Student Loan Forgiveness Program (PSLF) + 403(b) Right Away and Employer-Contributions After Two Years C+FS Diversity Statement: Within our agency and in the communities that we serve, C+FS is committed to diversity and inclusion with race equity at the center

Every day we work to promote safety, health, and wellness

We will not stop until Black, indigenous and people of color are free from racism and experience peace, prosperity and well-being

Child + Family Services is an Equal Opportunity Employer: Child + Family Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran or familial status, or genetics

In addition to federal law requirements, Child + Family Services complies with applicable state and local laws governing nondiscrimination in employment

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer leaves of absence, compensation, and training

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information

41 CFR 60-1.35(c)