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Key Responsibilities and Required Skills for Intake Officer

💰 $45,000 - $75,000

IntakeCase ManagementAdministrativeClient Services

🎯 Role Definition

The Intake Officer is the front-line professional responsible for receiving and evaluating incoming client cases, conducting initial assessments, determining eligibility for services, and coordinating timely referrals. This role requires accuracy in data capture, clear and compassionate client communication, strong knowledge of organizational programs and external resources, and strict adherence to confidentiality and regulatory standards. The Intake Officer ensures smooth handoffs to caseworkers, clinical teams, or service providers while maintaining high-quality records for reporting and decision-making.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Administrative Assistant or Receptionist with client-facing experience
  • Customer Service Representative in social services, healthcare, or nonprofit sectors
  • Volunteer or peer support worker who performed intake or referral duties

Advancement To:

  • Senior Intake Officer or Intake Coordinator
  • Case Manager / Care Coordinator
  • Program Manager or Service Delivery Supervisor
  • Eligibility Specialist or Client Services Manager

Lateral Moves:

  • Client Services Specialist
  • Referral Coordinator
  • Community Outreach Coordinator

Core Responsibilities

Primary Functions

  • Conduct timely and compassionate initial intake interviews (phone, in-person, and digital) to collect demographic information, presenting concerns, service history, and immediate needs while ensuring client dignity and privacy.
  • Triage incoming referrals and inquiries using established intake protocols to prioritize urgent cases, identify risk indicators (safety, legal, medical), and escalate to supervisors or crisis teams as needed.
  • Complete comprehensive eligibility screenings and assessments according to organizational policies and funding guidelines, documenting decisions and rationale in the client record.
  • Accurately enter client data into electronic case management systems (CRM, EHR, proprietary databases) and maintain up-to-date records, ensuring completeness and audit-readiness.
  • Prepare and manage all required intake documentation, consent forms, releases, and confidentiality agreements; obtain signatures and ensure storage complies with regulatory requirements (e.g., HIPAA).
  • Generate clear, concise client summaries and intake reports for intake teams, clinicians, or partner agencies to support rapid case assignment and continuity of care.
  • Coordinate referrals to internal programs and external service providers (housing, mental health, substance use treatment, legal aid, financial assistance), following established pathways and confirming acceptance.
  • Verify client eligibility and benefits information by liaising with funding sources, insurance providers, or verification agencies; document eligibility periods and renewal dates.
  • Schedule and coordinate initial appointments, assessments, or follow-up contacts with case managers, clinicians, or partner organizations; manage waitlists effectively to minimize service gaps.
  • Monitor and follow up on outstanding documentation, referrals, or client responses to ensure cases progress and to reduce no-shows and attrition.
  • Conduct risk assessments for safety, substance use, mental health, and housing instability and apply appropriate safety planning procedures and mandatory reporting rules.
  • Facilitate warm handoffs between intake and ongoing service teams, providing verbal or written briefings to ensure accountability and transfer of critical information.
  • Maintain knowledge of program eligibility criteria, funding streams, referral networks, and community resources; update intake materials and resource lists regularly.
  • Participate in multidisciplinary intake meetings and case reviews to review complex cases, recommend interventions, and improve intake workflows.
  • Track intake metrics and key performance indicators (volume, turnaround time, referral outcomes) and contribute to monthly or quarterly reports for program leadership.
  • Identify barriers to service access (transportation, language, documentation) and work with clients and partners to remove obstacles or find interim solutions.
  • Ensure cultural competence and trauma-informed approaches in every client interaction, adjusting communication style and accommodations as needed.
  • Escalate complex ethical, legal, or clinical concerns to supervisors and document actions taken, including referrals to crisis services when indicated.
  • Maintain confidentiality and data security standards in all communications, including secure transmission of records to external partners and adherence to data retention schedules.
  • Provide basic information and outreach about organizational programs, eligibility requirements, and intake processes to community partners, referral sources, and the public.
  • Support intake process improvement efforts by recommending changes to intake forms, scripts, and workflows based on client feedback and operational data.
  • Manage multi-channel intake points (phone, email, web portal, walk-ins) ensuring consistent information, response times, and accurate routing to appropriate services.

Secondary Functions

  • Assist with training and mentoring new intake staff on protocols, software, and best practices for client engagement and documentation.
  • Participate in quality assurance and compliance audits by preparing intake files, responding to data queries, and implementing corrective actions.
  • Contribute to continuous improvement initiatives by mapping intake workflows, identifying bottlenecks, and piloting automation or triage tools.
  • Compile and present intake trends and qualitative feedback to program managers to inform service planning and resource allocation.
  • Help maintain up-to-date resource directories and referral partner contact lists, proactively building and nurturing community relationships.
  • Support special projects such as outreach events, targeted intake campaigns, and seasonal enrollment drives.
  • Provide translation or interpretation coordination when needed, arranging certified interpreters for non-English-speaking clients.
  • Assist with maintaining hotline or on-call rotation during peak intake periods or staff absences.
  • Prepare documentation for funding audits, quality metrics, and grant reporting related to service access and client demographics.
  • Promote client self-service options (online forms, appointment scheduling portals) and provide guidance to clients on using digital tools.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient use of case management and CRM systems (e.g., SalesForce Nonprofit Cloud, Apricot, Penelope, ETO, HMIS) for data entry, client tracking, and reporting.
  • Strong documentation and record-keeping skills with attention to detail and data integrity.
  • Familiarity with electronic health record (EHR) systems, eligibility verification systems, and benefits enrollment portals.
  • Basic data literacy: ability to extract, interpret, and report intake metrics using Excel, Google Sheets, or reporting modules.
  • Knowledge of privacy and confidentiality regulations (HIPAA, data protection best practices) and secure information-sharing techniques.
  • Experience conducting standardized screening tools and risk assessments (suicide risk, SDOH screens, substance use screens).
  • Comfortable using multi-channel communications: phone systems, email, web intake forms, and live chat platforms.
  • Ability to manage scheduling systems and coordinate multi-party appointments and warm handoffs.
  • Experience with document management, e-signature platforms, and scanning/uploading client documentation.
  • Familiarity with referral management systems and community resource mapping software.

Soft Skills

  • Excellent verbal and written communication skills with a compassionate, client-centered manner.
  • Strong active listening and interviewing skills to elicit accurate information in stressful situations.
  • High emotional intelligence and cultural competency to work with diverse populations and sensitive circumstances.
  • Time management and prioritization: handle high-volume intake with competing deadlines.
  • Problem-solving and triage judgment: make timely decisions about risk and service urgency.
  • Teamwork and collaboration: coordinate across programs, partners, and disciplines.
  • Resilience and stress tolerance: maintain professionalism under pressure and manage exposure to traumatic content.
  • Attention to detail and organizational skills for maintaining compliant client records.
  • Conflict resolution and de-escalation skills for upset or high-risk clients.
  • Adaptability and willingness to learn new systems, protocols, and policy changes.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; relevant certificate or college coursework in human services, social work, psychology, public health, or related field preferred.

Preferred Education:

  • Associate or Bachelor's degree in Social Work, Psychology, Human Services, Public Health, Criminal Justice, or related discipline.

Relevant Fields of Study:

  • Social Work
  • Human Services
  • Psychology
  • Public Health
  • Criminal Justice
  • Healthcare Administration

Experience Requirements

Typical Experience Range:

  • 1–3 years of client intake, front-line service delivery, customer service, or administrative experience in social services, healthcare, nonprofit, or government settings.

Preferred:

  • 2–5 years experience in intake, triage, eligibility determination, or case management; experience with vulnerable populations (homelessness, mental health, substance use) strongly preferred.
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