Family Intake Specialist - Bilingual; English​/Spanish

Job Title: Family Intake Specialist - Bilingual (English/Spanish)

Department: Operations

Supervisor: Chief of Operations

FLSA: Nonexempt

Status: Fulltime

The Family Intake Specialist is responsible for greeting and directing clients, answering incoming calls, and providing basic information regarding services. The role includes managing the intake process by assisting clients with initial paperwork, scheduling appointments, maintaining an organized reception area, and providing administrative support.

• Fluent Spanish and English speaking are a primary requirement for this position.
• Greet families and individuals upon arrival, assess immediate needs, and direct them to the appropriate Family Advocate or program area.
• Assist clients and complete intake forms, verifying necessary documentation, and providing information about available services; schedule appointments as needed.
• Ensure the orderly flow of families and individuals, managing volunteers and the check‑in process.
• Train and schedule volunteers to assist families and individuals in the check‑in and greeting process, answer phones and perform other clerical duties as needed.
• Answer incoming calls, provide basic information about programs, services, and eligibility requirements, and route calls as necessary; update the phone system message as needed.
• Enter and update family information in CROSS Services’ software program, ensuring accuracy and confidentiality.
• Keep the waiting area clean, organized, and welcoming, ensuring families and individuals feel comfortable while waiting; check the bathrooms daily for supplies, wiping down surfaces, and cleanliness.
• Distribute and display information sheets about community resources and other services offered.
• Work closely with Family Advocates and volunteers to ensure clients are directed to the services needed.
• Provide administrative support for the leadership staff.

Education: High School Diploma or Equivalent required. Preferred associate’s degree in social services, customer service, or related experience.

Experience: Previous experience in customer service, administrative, or social service setting preferred. Computer proficiency (Microsoft Office Suite).

Skills: Strong interpersonal and communication skills; ability to interact with individuals from diverse backgrounds; basic knowledge of social service programs and community resources; excellent organizational skills and attention to detail; ability to handle sensitive information confidentially and professionally.

• Positive and non‑judgmental communicator
• Creative problem solver
• Mission driven

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle or feel objects, reach with hands and arms, climb stairs, talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

A valid state driver’s license and the ability to operate a motor vehicle are required.

CROSS Services is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws.

Our policy reflects and affirms CROSS’s commitment to the principles of fair employment and the elimination of all discriminatory practices. This policy applies to all terms and conditions of employment (paid and volunteer), including but not limited to hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, benefits, compensation, and training. We seek to comply with all applicable federal, state, and local laws related to discrimination and will not tolerate interference with the ability of any CROSS employees to perform their job duties.

Discrimination is prohibited at CROSS at all levels of employment and services provided. We make decisions concerning employment based on an individual's qualifications and ability to perform the job under consideration, the comparative qualifications and abilities of other applicants or employees, and the individual's past performance within the organization.