Intake Specialist

Job Purpose

Recruits participants for related workforce programs through community outreach efforts and welcomes new PA CareerLink® customers.  Serves as the primary point of contact for individuals enrolling in PA CareerLink® programs, guiding them through the intake process.  Conducts intake interviews, assesses participant needs, and provides personalized guidance to ensure an understanding of program requirements and available resources. Assigns clients a case manager/program.  Gathers information related to economic barriers, health needs, and basic needs (including, but not limited to, food security, transportation, and housing), and program eligibility.  

Qualifications

The position of Intake Specialist is a professional position and requires a person capable of conforming to the high standards of behavior expected of all staff.  Excellent work habits, including attendance and punctuality, are required.  

Education and Experience Equivalency

Candidates must meet one of the following qualifications:

• High school diploma or equivalent with 3 years of relevant experience; OR
• Associate degree with 1 years of relevant experience in customer service or social services

Relevant Experience Examples

A combination of work experience, training, or certifications may be considered in place of a formal degree. Examples of relevant experience include:

• Intake coordination, social services, or case management
• Customer-facing roles involving sales, interviewing, troubleshooting, or referrals
• Community outreach, participant engagement, or service navigation

Skills and Competencies

• Strong interpersonal and communication skills
• Ability to conduct intake interviews and make informed referrals
• Familiarity with workforce development services and participant needs
• Proficiency in Microsoft Office, Excel, web-based databases, and email etiquette
• Strong organizational and data tracking skills
• Ability to manage multiple priorities and meet deadlines
• Commitment to confidentiality and ethical standards
  
  

Other Requirements

• Successful completion of background checks, including Act 151 Child Abuse Clearance, PA Criminal History Check, and FBI Fingerprinting
• Valid driver's license, clean driving record, and dependable transportation
• Access to a working telephone for prompt communication
• Occasional evening and weekend availability for outreach and events

Supervision

Received: Direct supervision from the Program Manager with autonomy to perform duties in line with agency policies.

Exercised: None.

Key Skills and Duties

Service Delivery

• Welcome new CareerLink® customers and guide them through the intake process
• Conduct intake interviews and initial assessments of skills, literacy, aptitudes, and service needs

Assign clients to appropriate case managers or programs

• Explain program eligibility, objectives, and service offerings clearly
• Maintain up-to-date knowledge of community resources and make referrals
• Provide orientations and group presentations on available services
• Collect and enter participant data into the appropriate system of record
• Ensure compliance with program regulations and best practices
• Maintain accurate records of participant progress and engagement
• Work in the PA Careerlink® Career Resources Area

Community and Employer Engagement

• Conduct outreach via phone, walk-ins, or community events to recruit participants
• Represent Goodwill and CareerLink® in the community professionally
• Liaise between participants and program staff to ensure smooth transitions
• Support public recruitment events and service orientations
• Build rapport with participants and act as a resource for supportive services

Physical and Work Environment Expectations

• This position is based at the PA CareerLink® and may require occasional off-site intake support
• Flexibility for evening/weekend work during outreach or community initiatives
• Regular movement, including standing, light lifting (up to 20 lbs), and bending
• Vision and hearing corrected within normal limits
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties

Performance Standards

• Effectiveness in enrolling participants who meet eligibility and are ready for service engagement
• Quality and consistency of customer service and outreach efforts
• Accuracy and timeliness of data entry and compliance documentation
• Adherence to policies, confidentiality, and ethical standards
• Positive representation of Goodwill and PA CareerLink® in all internal and external interactions
• Contribution to the organization’s service goals and program outcomes