Coordinated Intake & Referral Coordinator

Job Goal: To promote the Healthy Start mission by providing administrative services to pregnant women and infants to include education and referral to community agencies and resources.

POSITION DESCRIPTION

The focus of this position is to, under the direction of the CI&R Supervisor, assist pregnant women and infants that have completed a Prenatal or Infant Healthy Start Screen, or who are SOBRA Medicaid or community referral. Services are provided in a remote environment over the phone and include education and referral to resources that promote maternal and child health, positive parenting practices, safe home environments, and access to services or other community resources. Must always observe and maintain confidentiality.

DUTIES

• Create and maintain a positive image of the Coalition.

• Initiate and complete initial client contact, within the specified program timeframes and guidelines, based on information provided on the prenatal screen, infant screen, SOBRA Medicaid, or community referral.
• Determine program(s) eligibility based on the information received on the prenatal or infant risk screen or the client during the intake interview. Take appropriate actions (e.g. either refer the case to the appropriate agency or close the case) based on these findings.
• If client declines services or is ineligible, and case is closed, provide the client with materials to educate and improve client's knowledge and understanding of available community resources and services that support the well-being of women during pregnancy and/or during child's infancy (e.g. WIC, food banks, housing, mental health service, etc.). The information provided should be based on the risks identified through the intake process.
• Follow appropriate telephone etiquette when answering incoming calls, when leaving messages (e.g. identify yourself and program, speak clearly when leaving messages, etc.).
• Develop and maintain comprehensive understanding of maternal/child health risk factors identified during the interview process for pregnant women and infants.
• Generate necessary correspondence in compliance with program guidelines.
• Maintain daily case documentation in Well Family System.
• Develop and maintain good working knowledge of program's Well Family System and State of Florida Healthy Start Standards and Guidelines.

• Prepare and submit appropriate administrative reports (e.g. caseload reports, timesheets, mileage reports, etc.).
• Perform any other duties as assigned.

DESIRED QUALIFICATIONS

• Associate Degree (BA or BS preferred) in Human Services, Social Services, or related field.
• Requires the ability to effectively manage caseload following performance measures by organizing and prioritizing assignments.
• Will require making decisions and independent judgements to determine the appropriate course of action in emergency or stressful situations with ability to recognize reportable events.
• Working knowledge of Microsoft Office 365 (Outlook, Excel, Word, PowerPoint), in addition to SharePoint.

DESIRED QUALIFICATIONS (Cont'd)

• Interpersonal skills requiring courtesy, tact, confidentiality, and empathy always, in order to communicate effectively and convey information to callers, visitors, and co-workers.
• Self-motivated and responsible, enthusiastic, and energetic individual capable of working independently as well as within a team structure.
• Experience working collaboratively with child and family-serving organizations, schools, health care providers and other community agencies.
• Exemplary phone interviewing skills that engage clients is mandatory. Verbal communication and written communication / documentation are both necessities to this role.
• Bilingual skills in English and Spanish preferred.
• Knowledge about the Hardee, Highlands and Polk communities is desirable.