Intake Worker at The Breathing Association

Under the Direction of the Intake and Administrative Services Manager, this position will provide advocacy, instruction, and direction to our customers. In addition, this position will maintain the gateway of communication and information for HEAP customers and their stakeholders. The Intake Worker will ensure the front office workflow is efficient and that the front office duties are covered. Intake Manager will do basic trouble shooting of case inquiries before giving inquiry to a case manager to handle. This includes reviewing OCEAN and calling utility vendor for clarification. If issues are more extenuating then Intake Manager can handle, person would be guided to HEAP Office Manager for further assistance.

Performs outstanding customer service to consumers by providing compassionate, active listening, and responding to customer's needs in a timely manner.

Greets, directs, and informs customers of all agency programs. Provides eligibility criteria and mandates to consumers and then schedules appointments where appropriate. Provides key de-escalation of adversarial confrontations, when necessary, at front desk; alerting security and Manager when de-escalation methods fail, and additional input is necessary.

Maintains order in the lobby area.

Answers phones promptly.

Maintains file room and storage rental.

Provides support on a daily basis by accepting by fax or in person incomplete documentation from customer. Intake Worker screens documentation for completion in comparison to Incomplete Pending Request Form given to customer. Documentation is date stamped or time stamped by fax, then scanned in HEAP File. Case file and documentation are placed in case manager's mail slot for pick up on same day except in cases where the documentation is faxed after 4:00pm. In those cases, documentation will be processed before noon next day

In cases where appointments are scheduled by Intake Worker, utility vendors will then receive notification to place utility accounts on hold during Winter Crisis Program services the same day. Intake

Worker must have the ability to complete various duties while simultaneously maintaining the front desk and file rooms. Calls are not to go unanswered, and customers are to be promptly acknowledged in person.

Intake Worker will do basic trouble shooting of case inquiries before giving inquiry to a case manager to handle. This

includes reviewing OCEAN and calling utility vendor for clarification. If issues are more extenuating then Administrative Support 1 can handle, person would be guided to Administrative Support 2 or HEAP Office Manager for further assistance.

Responsible for monitoring front desk activity including the flow of customer interviews by HEAP Case Managers. Managers should be notified whenever any customer has been waiting more than thirty minutes for their appointment. Case Managers should be asked to keep their round robin pickups current, to maintain a constant ebb and flow of services.

Serves as an advocate with utility vendors and community agencies that are in partnerships with The Breathing Association especially in cases of providing appointments to consumers in crisis through those agencies. Relates accurate information to customers

Assumes other duties as assigned by Intake Manager, Director, and/or President and CEO

Qualifications

1. Associates Degree or equivalent

3. 1 year of experience in customer services.

4. 2 years' experience in clerical support preferred

5. Knowledge of English grammar & composition

6. Flexible and able to work as a team player in an office environment.

7. Ability and desire to work with diverse populations.

8. Must be a person of compassion, and able to maintain composure in a high-volume office setting.

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