Intake-Certification Specialist-HVRP - El Paso

About the Company

American GI Forum - National Veterans Outreach Program is a nonprofit organization. Our mission is to establish and maintain a comprehensive community service agency with a diversified funding source serving the needs of Veterans, their families, and other individuals of the community who are in need. Our goal is to establish innovative programs of service for the contemporary needs, through an expansion and growth policy that will seek complimentary services that will generate self-sustaining mechanisms for the organization.

SUMMARY

The Intake Certification Specialist is responsible for conducting client intakes; reviews and certifies client documents, folders, forms, accuracy of information and required client eligibility criteria. The Certification Intake Specialist is responsible for receiving clients, guests and directs them to appropriate staff members. The incumbent is responsible for general administrative duties that include answering the main telephone, filing, copies, faxing and other duties as assigned. This position ensures that intakes are done in a timely manner and upon completion notifies Case Managers that clients are ready to continue with assessment process; maintains logs to ensure that applicants are properly assigned to appropriate Case Manager; develops and maintains linkages with community resources; and documents the referral of any ineligible client. This person will also assist Case Managers with computerized assessment process and client follow-up.

RESPONSIBILITIES & DUTIES

NOTE: These job duties are not all-encompassing of the responsibilities and duties (or other terms) that are required of the employee and may change at any time with or without notice.

• This position is the first point of contact for all applicants. The person in this position must be able to communicate effectively with applicants, clients, staff members, and outside agencies.
• Must learn client eligibility criteria and use this knowledge in assuring services only to eligible clients.
• Answer incoming calls and listen compassionately to callers and routes call to appropriate staff in an expeditious and timely manner.
• Review all enrollment and support service documents for eligibility and compliance. Issue support services as approved; retain file copies in secure locations; follow up on receipts or support service requests outstanding.
• Refer ineligible applicants to other programs of the organization or to other community agencies that may provide assistance.
• Must be responsible for the intake office area operation including the use of standard office equipment, maintain office supplies necessary, maintain applicable logs, sign in or out sheets, client rosters, and other clerical assignments.
• Provides program support to the Director of Program Services and Case Managers as essential to achieving program objectives and quality of service.
• Confidentiality of client information, donors, team members and the AGIF-NVOP. Such information is to be disclosed on a need-to-know basis only.
• Responsible for being sensitive to the needs of program participants and must always treat clients with respect and professional care.

SKILLS & COMPETENCIES:

• Typing
• Self-motivated
• Multitasking
• Excellent communication skills both verbal and written
• Utilization of general office equipment (i.e., copiers, scanners, and multi-line phone systems)
• Working knowledge with Word, Excel, PowerPoint, Access, and Outlook
• Sensitive to the needs of eligible clients
• Detailed-oriented
• Professional and productive demeanor, as well as ensuring that actions are supportive of others.

REQUIREMENTS & QUALIFICATIONS

• Must be a high school graduate, and some college hours are preferred.
• Minimum 4 years’ experience in customer service or general office position preferred.
• Must have access to reliable transportation
• Must always have a current Texas driver’s license
• Must always have applicable automobile liability insurance
• Must pass drug testing and background check
• All personnel of the organization must be bondable

TRAVEL

Primarily local during business day although some out-of-area travel may be expected via airline or automobile based on the discretion of management.

WORK ENVIRONMENT

While performing the duties of this position, the employee will conduct office work, meet with clientele, and team members, and at times travel offsite to conduct business. Travel by automobile will be necessary, and employee may be exposed to varying weather conditions. Employee will be able to handle and de-escalate situations that may arise while at work. Employee will attend various meetings with representatives of other support organizations to ensure effective communication and liaison with the larger community.

BENEFITS

• $500, company-provided, monthly allowance for:
  • Dental insurance
  • Health insurance
  • Vision insurance
  • Base 25K Life insurance (employer paid)
  • Voluntary Life and AD&D insurance for employee (employee, spouse, and child (ren) (employee paid)
  • Short term & Long-term disability insurance (employee paid)
  • Supplemental insurance
• Retirement Program
  • 6% Employer matching (after 1 year of employment; 100% vested)
• 12 hours (monthly) of PTO (after completed probationary period)
• 5% salary increase after completing probationary period
• 14 paid holidays

It is the policy of the Company to be an Equal Opportunity Employer that protects applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training classification and other aspects of employment on the basis of race, color, religion, sex, (including pregnancy), disability, age, national origin and genetics. It’s also the policy of the Company to hire individuals solely upon the basis of their qualifications and ability to do the job to be filled. The American GI Forum National Veterans Outreach Program (NVOP) is committed to assuring equal opportunity and equal access to services, programs and activities for individuals with disabilities. It is the policy of NVOP to provide reasonable accommodation to a qualified individual with disabilities to enable such individual to perform the essential functions of the position for which the individual is applying and for which the individual is employed. Additionally, it is the policy of the NVOP to provide reasonable accommodation for religious observers. The policy applies to all employment practices and actions. It includes, but is not limited to, recruitment, job application process, examination and testing, hiring, training, disciplinary actions, rate of pay or other compensation, advancement, classification, transfer, reassignment and promotions.