Coordinator, Intake & Referral - Forces United, Augusta, GA
Coordinator, Intake & Referral will play a critical role in supporting ForcesUnited http://www.forcesunited.org/ mission of helping local veterans, who have a multiplicity and diversity of needs, by acting as a first line of contact. Daily responsibilities include answering intake phone lines and inquiries from the website, documenting information in database systems, routing calls and questions to the appropriate individual, and researching opportunities within local and national resources. Coordinator will make the appropriate internal and external referrals to community partners.
Required Knowledge and Skills
Incumbent must meet requirements in the following areas:
• Veteran or Spouse/Family Member of Veteran or minimum of two years working with military or Veterans
• At least three years in a corporate office environment using database and other electronic/office automation; non-profit experience is a plus
• One year in call center, information/crisis line or dealing with high call volume
• Proven ability to use Microsoft Office, Outlook, Word, Excel, PowerPoint
• Master of Social Work degree preferred or Bachelor Degree in social work, sociology, psychology, counseling or related field with extensive experience
• Knowledge of health and human services throughout the Greater Augusta and Aiken Areas
Job Duties and Responsibilities
• Answer all incoming telephone calls and email inquiries in a professional and efficient manner
• Gather information and assess caller or Veteran’s situation rapidly and accurately
• Create appropriate and timely referrals within UniteUs platform based on Veteran’s identified need
• Conduct formalized intakes and assessments with qualified individuals
• Obtain Veteran’s demographic information and brief description of caller or Veteran need
• Coordinate with other staff to ensure the referral process is smooth
• Assure the intake process is complete and all information is entered into organization databases
• Ensure timely communication and collection and submission of documentation needed for various assistance requests
• Alert supervisor to barriers, changes, gaps, problems or issues in the intake and outreach program service systems
• Monitor and follow up on internal referrals and courses of action
• Perform outreach services to assist in the maintenance of the UniteUs database and assist with any necessary reporting
• Manage collaborative services case load
• Ensure Veterans are connected to community or national resources to assist with various needs
• Identify additional programs and resources when existing partnerships are unable to assist
• Coordinate Mechanics Ministries Veteran requests for vehicles
• Assist in the attainment of AIRS accreditation
• Participate in ForcesUnited committees, teams, or task forces, as required
• Maintain an acceptable level of call handling and customer service performance as described by AIRS Standards
• Implement new ForcesUnted and outreach programs/services by completing and maintaining all scheduled training, executing assigned tasks, and promptly providing feedback as required
• Assume additional related duties and responsibilities as necessary and assigned
Working Conditions
• Ability to work on a computer for extended periods of time
• Ability to travel within the community to attend offsite meetings and complete offsite administrative tasks
• Ability to occasionally work evenings and/or on weekends to attend meetings and events or to complete special projects occurring outside of normal business hours
• Ability to work on the telephone for extended periods of time
• Ability to work independently and/or with a low degree of supervision.