HFS Intake Specialist and Petoskey Receptionist

Job Summary: The HFS Intake Specialist & Petoskey Office Receptionist provides exceptional customer service and serves as the primary point of contact for Housing & Financial Stability (HFS) intake. The position conducts initial screenings, assesses client needs, provides information and referrals, and connects clients with appropriate HFS services. As the Petoskey office receptionist, this position also welcomes visitors, answers and directs calls, and provides basic administrative and reception support to ensure a professional and welcoming office environment.

• Greet and assist customers via phone, email, and in-person.
• Answer questions and provide information and referrals using the appropriate intake processes.
• Provide intake packets, instructions, and assist with the web-based customer portal.
• Conduct new customer intake and pre-screening for programs and services based on eligibility and needs.
• Offer clients community resources, and maintain a list of resources to ensure they are accurate and up to date.
• Explain required documents for appointments and maintain records of all customer contacts, actions taken, and status updates using the appropriate software.
• Collaborate with the Lead Budget & Housing Counselor and other counseling staff to ensure excellent customer service and support.
• Send workshop and appointment reminders to customers via letter, phone, email, or text.
• Perform database entry and document management.
• Serve as the primary receptionist for the Petoskey office by welcoming visitors, answering and directing incoming calls, and responding to general inquiries.
• Maintain a professional, welcoming, and organized reception area and assist with basic office and administrative needs.
• Receive and distribute mail, deliveries, and other correspondence as needed.
• Attend team, staff, and community service meetings as required.
• Ensure customer needs are met while supporting budget/housing coaches.
• Complete all tasks accurately and in a timely manner.
• Collaborate and maintain relationships with community partners.
• Represent the agency in a professional, friendly, and caring manner.
• Perform other duties and responsibilities as required.

Education and Experience:
High school diploma or GED required.

1 to 2 years of experience in an office, receptionist, or customer service role preferred.