Intake Specialist

TEAM PURPOSE
Provides a supportive and informed entry point into career and employment services by helping customers
explore opportunities, identity needs, navigate available resources, and connect to appropriate services and
career pathways. The team helps ensure customers receive clear guidance, accurate information, and
coordinated support throughout their service journey.

POSITION SUMMARY
Serves as the first formal point of assessment within the Career Navigation Team by conducting intake
screenings, gathering information, determining eligibility, and connecting customers to appropriate services
and career pathways. This role focuses on creating a welcoming and judgment-free environment while helping
customers navigate services, understand available opportunities, and move forward with clarity and
confidence.

MAJOR RESPONSIBITITIES
Customer Assessment & Intake Coordination
– Conduct initial interviews, screenings, and assessments to understand customer needs, employment
goals, and appropriate service pathways.
– Review and complete customer registration and intake activities in Employ Florida and other required
systems.
– Explain available services, program expectations, eligibility requirements, and next steps using clear,
customer-friendly language.
– Create a welcoming, respectful, and judgment-free environment that encourages open communication
and customer engagement.

Eligibility Screening & Service Navigation
– Screen customers for eligibility for available programs, funding sources, and support services-
– Guide customers through orientations, enrollment steps, and documentation requirements with clarity
and professionalism.
– Use intake systems, eligibility tools, and customer information to support accurate service
recommendations and referrals.
– Connect customers to Career Plan Specialists, Career Readiness Specialists, Support Specialists, or
other resources based on identified needs and goals.

Customer Support & Documentation
– Create and maintain SNAP E&T participation plans, assign required activities or hours, and track
customer engagement and progress.
– Maintain accurate case notes, activity tracking, referrals, and documentation in Employ Florida, OSST,
and other required systems.
– Coordinate with staff, community partners, and functional teams to support continuity of service and
smooth customer transitions.

Team Collaboration & Continuous Improvement
– Participate in training, team meetings, and continuous improvement activities while contributing to a
respectful and customer-centered workplace culture.
– Support continuity of service and positive customer outcomes through effective collaboration with
staff and functional teams.
– Perform other related duties as assigned.

KNOWLEDGE, SKILLS, QUATIFICATIONS
– High school diploma or equivalent required; associate degree in human services, social work, business,
education, or related field preferred.
– One to two years of experience in intake, customer service, eligibility screening, case management, or
related customer-facing roles preferred.
– Strong communication, interpersonal, organizational, and active listening skills.
– Ability to assess customer needs, explain services and eligibility requirements, and make appropriate
referrals using a customer-centered approach.
– Experience using intake systems, data entry platforms, and case management tools to maintain
accurate customer information and documentation.
– Ability to explain processes and next steps using clear, customer-friendly language. Bilingual abilities in
– Bilingual abilities in English/Spanish or English/Creole preferred but not required.

COMPETENCIES/ABILITIES
– Time Management: Effectively prioritizes responsibilities, manages multiple customer interactions, and
uses time efficiently in a fast-paced environment.
– Customer Focus: Builds trust and rapport by ensuring customers feel welcomed, supported, and
connected to appropriate services and resources.
– Decision Quality: Uses sound judgment to assess customer needs and make appropriate service
recommendations and referrals.
– Communication: Clearly explains services, eligibility requirements, processes, and next steps using
customer-friendly language.
– Organizing: Manages intake activities, documentation, and customer information with efficiency and
accuracy.
– Functional Technical Skills: Demonstrates proficiency with intake systems, data entry platforms,
documentation processes, and referral tracking.
– Integrity and Trust: Handles sensitive information with professionalism, confidentiality, honesty, and
ethical responsibility.

KEY JOB BEHAVIORS
– Support: Collaborates effectively with coworkers and management. Promotes service excellence by
fostering a cooperative and respectful work environment.
– Customer Service: Consistently demonstrates empathy, professionalism, and responsiveness to customer
needs. Takes initiative to resolve concerns and exceed expectations.
– Communication: Communicates clearly and respectfully in both verbal and written formats. Actively
listens, builds rapport, and adjusts communication style for different audiences.
– Effectiveness: Reliably completes tasks and meets deadlines. Demonstrates strong follow-through and
prioritizes work effectively to support team and customer outcomes.
– Job Knowledge: Applies knowledge and skills effectively in daily tasks. Strives to increase expertise and
ensures accuracy and quality in work products.

TRANSPORTATION
Reliable transportation and the ability to travel in personal or commercial vehicles as required to accomplish
assigned duties. If traveling in your personally owned vehicle, valid vehicle insurance is required.

WORK ENVIRONMENT
The working conditions are typical of a professional office environment.

COMPENSATION
$22.84 per hour.

PHYSICAT DEMANDS
The physical demands described here are representative of those required to perform the essential functions
of this position. The employee may occasionally be required to stand, walk, bend, stoop, or lift and/or move up
to 20 pounds. This position requires the ability to communicate effectively and to operate standard office
equipment. The employee must be able to perform the essential functions of the position with or without
reasonable accommodation

OTHER DUTIES
Please note this job description is not designed to cover or contain a complete listing of all activities, duties or
responsibilities that are required ofthe employee forthis job. Duties, responsibilities and activities may
change at any time.