What are the responsibilities and job description for the Bilingual Intake Coordinator position at FIRC?
Position Title: Bilingual Intake Coordinator
Department: Operations/Data
Reports To: Office & Operations Manager
Start Date: February 2024
Employment Class: Full-time, Year-round
Pay Status: Non-exempt
Hours Per Week: 40
Location: Summit County, CO (32 hours required in office (M-Th, 9-5), 8hrs can be remote)
Hiring Pay Range: $23.50-$24.00
Job summary:
Intake Coordinators serve as the first point of contact with clients of the Family and Intercultural Resource Center. They are responsible for receiving visitors at the front desk, answering calls, making appointments, entering data, providing community information (resource and referral), assisting with intakes and other paperwork as needed, screening clients to understand their needs and match them with the most appropriate supports, and supporting all program staff. Intake Coordinators must have outstanding customer service and data entry skills balanced by a working knowledge of FIRC and community programs.
Our benefits for Full-Time Year-Round employees include:
- Over five weeks of paid time off (PTO) per year, and additional paid personal time-off as well as paid holidays.
- Medical, dental, and vision insurance with employer contribution for employees and eligible dependents (some plans are covered 100% by employer, multiple buy-up options available)
- Flexible Spending Account (FSA) for health and dependent care expenses
- Health Savings Account (HSA)
- Life Insurance and AD&D, covered by employer
- Employee Assistance Program (EAP)
- Short- and Long-Term Disability (STD, LTD)
- Voluntary Benefits (Accident Plan, Hospital Indemnity, Critical Illness, and Legal Plan)
- 403(b) Retirement Plan
- Flexibility to work 4/10s
- Up to 40 hours of remote work per calendar year
- Paid training and professional development opportunities
- Discounted ski passes and access to shared ski medallion
- Local recreation discounts and perks
Primary duties:
- Receive visitors at the front desk in a welcoming and non-judgmental manner and assist with all client needs
- Answer phone, questions, conduct short assessments, make referrals, schedule appointments, and support staff
- Record data in Salesforce for all connections to internal and external resources and service deliveries provided
- Receive and assist with FIRC Intake forms from clients and accurately enter data and demographics into FIRCforce database, always maintaining confidentiality and client privacy
- Utilize active listening skills, apply motivational interviewing techniques, and ask questions to elicit responses from clients to understand the full range of their needs and goals, to connect them to the appropriate resources
- Enter data into FIRCforce, Find Help, and other databases as needed
- Check incoming referrals in FIRCforce daily and send follow ups according to specified timelines
- Be the “End of the Line” and resolve every situation inherited, not passing it along, whenever possible, striving to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved
- Maintain a positive working relationship with all contacts, always being helpful and courteous
Responsibilities include but are not limited to:
- Able to multi-task, prioritize, manage a busy and lively lobby, juggle multiple requests at the same time
- Problem solves for missed appointments or issues
- Greet guests and manage client flow for special enrollment events, whether virtual or in person
- Ability to maintain a calm presence over the phone when clients are emotionally charged
- Stay up to date on local resources, and update resources as needed
- Assist with short-term programs/projects designed to meet specific community needs
- Train personnel as needed, on pertinent agency-related procedures
- Maintains complete confidentiality and always follows HIPAA guidelines
- All other duties as assigned, job requirements may change
The person we are looking for will:
- Be fluent in Spanish and English
- Have excellent phone, customer service, and data entry skills
- Be able to independently manage time and multiple competing priorities, while remaining committed to quality work
- Be flexible, adaptable, and able to pivot in an ever-changing environment
General requirements of the position include:
- High school diploma or GED required
- Effectively demonstrate strong written and verbal communication skills, in both English and Spanish required
- At least one year of experience working in customer service, reception, call center, or administration preferred
- Computer skills including but not limited to: Microsoft Office suite, web-based scheduling, and the ability to learn program-specific database entry
- Excellent phone customer service skills
- Candidates will be subject to a reference check pre-offer, and a criminal background check post-offer
Physical requirements of the position include:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Use of hands to handle, feel, grasp, and operate objects and tools, and reach and lift with hands and arms
- Hand-eye coordination is necessary to operate computers
- Hearing and speaking ability required to answer phone calls and communicate with clients
- The employee may be required to operate their personal motor vehicle for work assignments
- The employee is frequently required to stand, sit, walk, stoop, and kneel
- The employee must frequently lift and/or move up to 15 pounds
About us:
Serving its community since 1993, the Family & Intercultural Resource Center (FIRC) is a non-profit organization that aims to enhance the quality of life in Summit County by providing information, assistance and education to families, immigrants and refugees. The FIRC fosters collaboration among community agencies and businesses and advocates for family and cultural competence.
Our work environment:
The work environment described here is representative of what must be met by an employee while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position will be required to work in an in person work environment. The noise level in the work environment is usually moderate but varies due to activities and staffing on site. While performing the duties of this job, the employee may work in client homes or other meeting spaces where variable conditions could exist.
FIRC is an Equal Opportunity Employer
FIRC is committed to building a diverse, equitable, and inclusive community, and we seek to recruit, develop, and retain the most talented people from a wide variety of backgrounds. We prohibit discrimination and harassment of any kind based on race, color, national or ethnic origin, sex, gender identity or expression, sexual orientation, pregnancy, age, religion, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local laws.
Salary : $24 - $24
