Intake Specialist

Life Works
of
Austin, TX is looking for a Intake Specialist to join our Centralized Intake team!

This full time, non-exempt position earns a competitive rate ranging from $22.42 - $30.86/hr depending upon experience. Benefits are also included, which consist of 24 PTO days per year (accrued); 11 paid holidays per year; a premium-free employee medical plan with $100 per month HSA contribution (plus other affordable employee or family medical, dental, and vision options!); a retirement savings plan with 50% match on the first 6% of contributions, and much more!

• Delivers excellent customer service by collaborating with fellow Intake Specialists to complete client intakes and program enrollments both in-person and over the phone.
• Provides accurate and timely information and resource referrals to clients and incoming callers, connecting them with internal services and community partners.
• Applies crisis call management techniques and established safety protocols, referring callers to internal clinical resources or external emergency psychiatric services when appropriate.
• Fulfills mandated reporting requirements by promptly reporting concerns to Child Protective Services and Adult Protective Services in compliance with state laws and regulations regarding mandatory reporting.
• Coordinates with clients and contract service providers to verify health insurance coverage for counseling services.
• Schedules initial client appointments for most appointment-based programs within the Agency, ensuring timely and client-focused coordination.
• Engages clients through text, email and phone to facilitate intake completion and respond to requests in a timely manner.
• Provides on-site coverage for walk-in clients, including homeless youth accessing the Youth Resource Center drop-in center.
• Ensures smooth transition between intake and program staff, facilitating warm handoffs when possible.
• Accurately enters data into a Federal & County Housing Database within required time frames.
• Maintains client information and confidential client files in accordance with HIPAA Compliance and organizational standards.
• Uses trauma-informed, supportive communication to build rapport, reduce client anxiety, and sensitively navigate highly personal questions.
• Adapts to changes in policies, procedures, and program eligibility requirements with flexibility and willingness to adjust workflows.
• Participates in continuous learning and improvement by adopting new tasks, supporting team initiatives, and implementing best practices.
• Efficiently enters data into the Agency Database while maintaining accuracy and compliance with Agency and funder requirements.
• Manages client flow during high-volume periods or staffing shortages to maintain smooth operations.
• Communicates clearly with diverse client populations, including coordinating interpreter services for clients that speak languages other than English or Spanish.
• Other duties as assigned.

• Requires a Bachelor’s degree in behavioral science or a related field;
• Requires 1 year of related experience in customer service or call center experience; or
• Equivalent combination of education and experience;
• Proficient with Microsoft products, preferably including Outlook, TEAMS, and Dynamics 365.
• Preferred experience working with Customer Relationship Management software.

• Client Focus
  - Builds transformational relationships with clients and delivers mission-centered solutions.
• Collaborates and Adapts
  - Builds partnerships and works collaboratively with others to meet shared objectives and fulfill our mission; adapts one’s approach and demeanor to meet the shifting demands of different situations.
• Honors Differences
  - Embraces different…