Intake Coordinator

Job Summary

The Intake Coordinator reports to the Director of Programs & Reentry and plays a key role in facilitating communication between Five Keys, probation clients, and probation department staff. As the primary point of contact for new clients, the Intake Coordinator is responsible for overseeing the intake process, conducting assessments, and ensuring the successful placement of clients referred by probation or those who have learned about our county employment programs through other channels. The Intake Coordinator is also responsible for managing the intake calendars of the organization's career navigators, ensuring they have adequate time to conduct initial interviews with each client.

We are looking for someone who insists on maintaining a positive attitude and enjoys supporting a diverse group of people. If this job is for you, you are a highly organized, detail-oriented professional with exceptional customer service skills. You also believe in second chances and are committed to providing every individual with the same level of professional courtesy and respect.

This position will serve locations throughout Alameda County.

Job Duties and Responsibilities

• Act as the point of contact for all Keys 2 Work clients referred from county probation departments or other sources
• Act as primary liaison between clients, Five Keys staff, leaders, county probation departments, and other community partners
• Complete intake and assessment of potential clients and facilitate appropriate placement
• Conduct group and individual orientation and outreach for new clients
• Ensure clients understand program requirements and their responsibilities
• Ensure that enrollment and other intake paperwork is complete, scanned, and emailed to appropriate Five Keys staff, county personnel, community partners, and other stakeholders
• Conduct training of new staff and community partners, ensuring that they correctly complete referral screenings, assessments, and paperwork
• Manage waitlist and flow of new clients into Keys 2 Work, CBI, and other programs, while adhering to the policies and procedures outlined by Five Keys and its community partners
• Inform new clients when program slots are available, and provide enrollment reports to Five Keys staff, leaders, and authorized community partners
• Meet with incoming clients to discuss assessment results, placement options, benefits of the program, and completion requirements
• As needed, facilitate informational sessions for partner agencies regarding Five Keys enrollment and programs
• Respond to phone calls and emails promptly and professionally
• Participate in meetings related to program enrollment and outreach, and represent the agency in a professional manner
• Provide approved resources and referrals to incoming clients to alleviate barriers to program participation
• Remain informed about current staffing, structure, and enrollment practices for programs within Five Keys and facilitate appropriate placement of clients
• Track attendance and referrals to partner agencies and other data required to be reported to county probation departments and other community partners
• As needed, complete administrative tasks related to the department's planned or emergency events
• Abide by Five Keys, Alameda County Probation Office policies and procedures
• Other duties as assigned

Knowledge and Skills

• Ability to maintain strong and appropriate boundaries with personal identifying information when interacting with students, community, or program partners
• Exceptional written and verbal communication skills with the ability to express complex ideas with clarity and precision
• Excellent interpersonal and organizational skills
• The ability to learn new things and adapt to constantly changing circumstances
• Ability to handle multiple deadlines and tasks simultaneously
• Advanced problem-solving skills and the ability to tactfully address and resolve questions/concerns

• Advanced proficiency in Zoom, Microsoft Office, Google Workspace, and databases
• Able to maintain strict confidentiality and take all precautions when handling sensitive information
• Ability to effectively and efficiently work from home and independently, with high levels of self-accountability (when appropriate)

Education and Work Experience

• Previous experience working with the reentry and unhoused populations preferred

Physical Requirements

• Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
• Frequent talking and hearing conversations
• Long periods of walking, sitting at a desk and/or computer station
• Lifting items that weigh up to 25 lbs
• Frequent reaching, bending, carrying and stooping within the daily routine of tasks and activities

Additional Requirements

This position is contingent upon:

• Satisfactory results of a Live Scan (criminal background investigation)
• Successfully obtaining jail clearance for positions working in county jails or probation locations
• Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable

Work Environment

• Moderate to high noise level
• Work environment varies from site to site
• Some personal safety risk working in underserved communities
• Must be willing and able to work in a correctional facility and travel throughout the area to community sites
• Must be willing and able to travel state-wide to various locations or meetings as needed

Growth Opportunities

At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allow incumbents to grow into new positions within and across programs within the agency (i.e., programs, schools, housing).