Intake & Retention Specialist

The Organization Purpose and Mission

Founded in 1999, CFUF strengthens urban communities by helping fathers and families achieve stability and economic success. As a pioneer in responsible fatherhood, family strengthening, and workforce development, CFUF’s programs seek to help clients fully exit poverty and sustain themselves and their families. CFUF serves Baltimore’s most marginalized populations living in high crime and high poverty communities. Our members (the term we use when referring to our clients) are 98% African American, 60% male, 89% unemployed, 50% ex-offenders and homeless, and 30% without high school diplomas. Over 90% face one or multiple temporary or chronic personal, logistical, or human barriers.

All In is the Center for Urban Families’ comprehensive strategy to accelerate social and economic opportunity and advocate for policies that promote equity and racial justice. Leveraging 20 years of positive impact and applied learnings, the All In strategy targets two critical areas: chronic unemployment and family instability. The approach links individual accountability, person-centered case management, and supportive networks with workforce development training, education, and civic engagement. All In dismantles poverty and builds long-term social and economic prosperity that results in brighter futures for our members, their families, and the communities in which they live.

National impact: CFUF’s Practitioners Leadership Institute (PLI) provides technical assistance, and promotes and extends best practices in family strengthening, responsible fatherhood and workforce development to practitioners and key stakeholders across the country. CFUF is also nationally renowned for its public policy work in the responsible fatherhood arena.

Culture and Practice

CFUF is an organization committed to high excellence and quality service to all its stakeholders. Our culture thrives in a transparent, reflective, and creative environment. We are a highly autonomous workforce, and our staff embraces humor, food, fun, and a passion to serve our members. We believe in recognizing and rewarding high performers. All these qualities and attributes make a premier employer of choice.

Position Summary:

The Intake and Retention Specialist is a key member of the Center for Urban Families (CFUF) team, responsible for driving operational efficiency and ensuring exceptional applicant and member experiences. This role involves managing the intake process, gathering essential information from applicants, maintaining engagement, and supporting the mobility coach team and focusing on retention strategies. The Specialist ensures that applicants remain interested and committed to CFUF programs, proactively contacting them to confirm their continued participation and engage CFUF alumni. This position demands strong communication, attention to detail, and a commitment to CFUF's mission of advancing social and economic equity.

Position Responsibilities:

• Applicant Engagement & Intake:
  1. Identify and engage with potential CFUF applicants and enrollees, providing clear and accurate information about program offerings.
  2. Track new referrals and ensure intake assessments are completed within 24 hours of initial contact.
• Data Management & Reporting:
  1. Collect and input accurate applicant information into CFUF’s database, ensuring that all records are up-to-date and complete.
  2. Prepare and maintain accurate member files, case notes, and other documentation as required by the Senior Manager.
• Retention:
  1. Follow up with applicants and enrollees to confirm continued interest in CFUF programs, offering support and addressing any barriers to participation.
  2. Work in coordination with Intake and retention manager to design and implement surveys to gather feedback from members and partners and overall satisfaction.
• Collaboration & Coordination:
  1. Work closely with the Alumni services and programs team members to align recruitment strategies for alumni to reengage.
  2. Support CFUF’s marketing and outreach efforts for partnerships, ensuring accurate communication of services and opportunities.
  3. Assist in the planning and coordination of workshops, programs, and events that support alumni members and partners.
• Cross-Departmental Support:
  1. Collaborate with the Intake and Retention Manager to compile and coordinate data for grant reports and performance tracking.
  2. Participate in government programs (e.g., DHS, SNAP E&T), assisting with the identification, application, and enrollment of eligible CFUF applicants.
• Advocacy & Representation:
  1. Act as an ambassador for CFUF, representing the organization with various stakeholders, including members, staff, employer partners, researchers, and funders.
  2. Actively engage with diverse communities to promote CFUF’s mission and services.
• Additional Tasks:
  1. Perform other related duties and special projects as assigned to support the organization’s needs.

Knowledge, Skills, and Abilities:

• Educational & Experience Requirements:
  1. High School Diploma or equivalent required; bachelor’s degree or equivalent experience preferred.
  2. Minimum of 5 years of experience in direct service delivery, intake assessment, or a related field.
• Skills & Competencies:
  1. Proven experience in intake interviews, case management, and crisis intervention, particularly with individuals facing reentry from incarceration, homelessness, mental health issues, or substance abuse challenges.
  2. In-depth knowledge of service agencies and community resources for underserved and disadvantaged populations.
  3. Strong time management, organizational, and multitasking abilities.
  4. Exceptional interpersonal and communication skills, with the ability to build rapport and trust across diverse populations.
• Personal Attributes:
  1. Resourceful, resilient, and detail-oriented with a strong commitment to CFUF’s mission and values.
  2. Ability to work collaboratively within a team environment, while also taking initiative as needed.
  3. Willingness to travel and attend external meetings or appointments as required.
• Mission Alignment:
  1. Demonstrated passion for advancing social and economic opportunities for marginalized communities.
  2. A commitment to promoting equity, inclusion, and racial justice in all aspects of work.

CFUF is an Equal Opportunity Employer.