Intake Specialist

SUMMARY

The Intake Specialist serves as the primary point of entry for requests regarding Special Education Mediation Services (SEMS). This position provides impartial, neutral, and objective information regarding SEMS services, conducts intake interviews, coordinates referrals and service delivery, maintains accurate case records, and supports timely dispute resolution services in compliance with Individuals with Disabilities Education Act (IDEA), Michigan Administrative Rules for Special Education (MARSE), Michigan Department of Education (MDE) Office of Special Education (OSE) requirements, and SEMS policies and procedures.

This role:

• Reports to the Intake Coordinator/SEMS Program Supervisor.
• Works collaboratively with other SEMS staff.
• Provides information about mediation as a special education dispute resolution and the role of the mediator.
• Provides information about meeting facilitation services and the role of a facilitator.
• Serves as an initial contact for the SEMS program and conducts comprehensive intake interviews with parents, school personnel, and other parties to collect and document relevant case information.
• Coordinates service delivery with SEMS service partners (dispute resolution centers).
• Supports Outreach staff to increase awareness and promote understanding of SEMS services through impartial communication.
• Utilizes SEMS’ database to record and coordinate all requests and service activities.
• Tracks issues to inform mediator and facilitator training.

• Serve as a neutral initial contact with parents and school personnel who have questions about SEMS services.
• Respond to inquiries regarding SEMS service options and explain processes, timelines, and expectations.
• Provide neutral information and resources regarding dispute resolution options under the IDEA and MARSE.
• Remain impartial. This position requires that SEMS staff refrain from providing guidance, input, advocacy, legal interpretation, suggested course of action, or advice of any kind.
• Maintain accurate case records and complete data entry within established timelines.
• Process intake requests and service referrals according to SEMS performance standards.
• Ensure timely coordination and communication with service partners and stakeholders.
• Promote SEMS to school personnel and parents through professional, timely, and attentive customer service.
• Maintain strict confidentiality of case information and comply with all applicable privacy requirements, policies, and procedures.
• Perform other program-related duties as assigned.
• The above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all job duties that may be performed by such a person.

Education and Experience:

• Bachelor’s degree in a related field (education, social services, public administration, communications, legal studies, or similar).
• A minimum of two (2) years of experience in a role requiring intake, mediation, conflict resolution, facilitation, legal services, education, social services or direct communication with the public.

• Experience in special education programs or services.
• Experience working with diverse populations and stakeholders.

• Ability to remain impartial, neutral, and objective, and to refrain from providence advice, advocacy, or legal interpretation.
• Ability to maintain strict confidentiality and comply with applicable privacy requirements.
• Strong active listening skills with the ability to gather, analyze, and accurately document information from multiple parties.
• Excellent verbal and written communication skills.
• Ability to handle sensitive conversations professionally and to remain calm when interacting with parties experiencing conflict or stress.
• Demonstrated ability to de-escalate conversations, build rapport with diverse stakeholders, and maintain professionalism in emotionally sensitive situations.
• Strong organizational and time-management skills to manage multiple cases and maintain accurate records in real time.
• Knowledge of the Individual with Disabilities Education Act (IDEA) and the Michigan
• Administrative Rules for Special Education (MARSE).
• Proficiency with database systems, case management software, Microsoft Outlook,
• Teams, Word, Excel, and other Microsoft 365 applications.
• Ability to accurately enter, maintain, and retrieve data in electronic case…