Description:
Job Overview
The Family Intake Specialist (FIS) serves as the first point of contact for individuals and families seeking services through Caminos al Futuro. This position is responsible for receiving and coordinating referrals from internal and external sources, conducting initial eligibility pre-screenings, and guiding prospective participants through the intake and enrollment process. The Family Intake Specialist collects and verifies required documentation, maintains accurate participant records, and ensures timely and accurate data entry into the program's data management system. Working closely with the Program Manager and program staff, the Family Intake Specialist coordinates participant assignments, facilitates referrals to appropriate services, supports recruitment and enrollment efforts, and ensures timely access to services while maintaining compliance with program and funding requirements. This position promotes AVANCE San Antonio's mission and Core Values by providing exceptional customer service while maintaining professionalism, confidentiality, and integrity.
Job Responsibilities
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Serve as the first point of contact for prospective participants and visitors by providing a welcoming, professional, and participant-centered experience.
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Receive, coordinate, and track participant referrals from internal and external sources to ensure timely participant engagement and follow-up.
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Conduct initial eligibility pre-screenings and provide prospective participants with information regarding program services, eligibility requirements, enrollment procedures, and required documentation.
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Coordinate participant intake, enrollment appointments, orientations, workshops, and follow-up activities.
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Gather, verify, and maintain participant demographic information and required documentation to ensure complete, accurate, and confidential participant records.
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Accurately enter participant information into the program's data management system and collaborate with program staff to ensure data accuracy and compliance with program and funder requirements.
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Create, organize, maintain, and monitor participant files throughout enrollment, service delivery, and post-program follow-up.
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Coordinate participant assignments and warm handoffs to Career Coaches, Adult Education Coaches, or other program staff to ensure seamless service delivery.
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Monitor participant enrollment capacity, maintain waitlists as needed, and track outstanding documentation to ensure timely completion of enrollment requirements.
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Respond to participant inquiries by phone, email, and in person, schedule appointments, and serve as the central point of communication for the program.
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Collaborate with the Program Manager and program staff to support participant recruitment, outreach activities, prepare and distribute program materials, and assist with Career Readiness, Financial Literacy, Adult Education, and other program workshops or presentations.
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Assist with community outreach events, orientations, and recruitment activities to increase participant enrollment and awareness of program services.
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Coordinate calendars, schedule team meetings, and provide administrative support to the program team.
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Assist with the preparation of weekly, monthly, quarterly, and annual reports.
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Support program audits, monitoring visits, and compliance reviews by preparing participant files and required documentation.
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Maintain office supplies, intake materials, participant resource information, and other program materials necessary for daily operations.
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Build collaborative relationships with participants, staff, community partners, and referral agencies while demonstrating professionalism, cultural sensitivity, accountability, transparency, trustworthiness, and ethical decision-making.
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Empower participants by fostering confidence, encouraging self-sufficiency, and connecting individuals and families to educational, workforce, and community resources.
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Promote and model AVANCE's Core Values of Excellence, Empowerment, Community, and Integrity in all interactions with participants, families, colleagues, volunteers, and community partners.
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Maintain strict confidentiality of participant, family, and staff information in accordance with AVANCE policies and applicable federal, state, and local regulations.
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Perform other duties as assigned.
Requirements:
Education
Required:
- High School Graduate and some college coursework.
Preferred:
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Associate degree in Office Management or related Administrative Support field.
Work Experience
Required:
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Six (6) months to one-year experience in processing intake in direct programs or other non-profit programs.
Additional Skills Required
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Excellent writing, editing and proofreading skills.
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Computer literate with current Office Software.
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Bilingual fluency in English and Spanish (oral and written) is required.
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Ability to speak Spanish fluently is helpful, but not required.
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Excellent organizational skills that reflect the ability to perform and prioritize multiple tasks with attention to detail.
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Strong interpersonal skills and the ability to build relationships with stakeholders, including staff, board members, external partners, and donors.
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Strong written and verbal communication skills.
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Demonstrated ability to achieve high-performance goals, meet deadlines and ability to manage multiple tasks with interruptions in a fast-paced environment.
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Highly resourceful team player, with the ability to be extremely effective independently, as well.
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Strong analytical, presentation, verbal and written communication, problem solving and decision-making skills.
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Emotional maturity.
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Must have dependable transportation daily, valid driver’s license, a clean driving record (subject to annual MVR check and policy), current auto liability insurance and insurable by AVANCE, San Antonio, Inc.
Disclaimer(s)
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. Nothing in this job description forms or is intended to form a contract of employment. Neither shall the content in this job description be interpreted to conflict with or to eliminate or modify in any way, the “at will” employment status of AVANCE San Antonio employees. Employment remains on an “at-will” basis.
Travel
Up to 50% travel, most local with occasional long distance.
Equipment
Computer, computer software programs and peripherals, resource materials and equipment, copier, fax, and other equipment applicable to the position.
Working Conditions
Mental and Physical Demands
General office and sedentary. Regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Use of personal computing equipment.
Maintain emotional control under stress; work with interruptions and deadlines; walking, standing, stooping, bending, pulling, and pushing; occasional: lifting/carrying, pulling/pushing 10-30 pounds. Work evenings and weekends as needed.
Environmental Factors
Occasional exposure to biological hazards (communicable diseases, bacteria, insects, mold, fungi, etc.). Occasional exposure to weather related conditions when working in outside environment/neighborhoods and events.
ADA/ADAAA Statement
AVANCE is committed to equal opportunity in employment for persons with disabilities and complies with the Americans with Disabilities Act of 1990 (ADA), as amended, and any other applicable state and federal laws. Accordingly, AVANCE does not discriminate against qualified individuals with disabilities regarding application, hiring, advancement, discharge, compensation, training or other terms, conditions, and privileges of employment. Moreover, it is AVANCE’s policy to provide reasonable accommodations in employment to qualified individuals with disabilities so that they can perform the essential functions of the job, unless the accommodation would impose an undue hardship on the operation of AVANCE’s business or would change the essential functions of the position. Retaliation against an individual with a disability for utilizing this policy or seeking a reasonable accommodation is prohibited. Individuals with any questions or requests for accommodation should contact the Human Resources Department.
EEO/AAP Statement
AVANCE values diversity and is committed to providing equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, gender identity or expression, age, sexual orientation, genetic information, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. It is also our goal to employ and advance in employment women, minorities, individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.
