POSITION SUMMARY: The Intake Coordinator (IC) is the first point of contact for families whose children are entering preschool early intervention in the City of Philadelphia. This role responds to and supports families and service providers upon their initial call into Elwyn preschool early intervention’s (EI) main Intake and Transition telephone lines. The IC facilitates the scheduling of evaluation appointments, answers questions regarding the intake, evaluation and Individual Education Plan (IEP) processes, and collects the standardized intake information necessary to recommend inclusion of specific service discipline representatives on the Multidisciplinary Evaluation (MDE) team.

ESSENTIAL FUNCTIONS:

• Answer calls via the preschool EI intake and transition lines in a call center environment; respond to calls from parents, guardians, service providers, school administrators, 0-3 agencies, and general public regarding the provision of EI services
• Provide information to callers regarding early intervention and the intake referral process including, but not limited to, scheduling intake and/or evaluation appointments and the location/method of contact for the appointment
• Utilize knowledge of the early intervention process and regulations, as well as child-specific information found in related data systems, (Sprout and Pelican) to appropriately respond to incoming phone calls to the intake and transition lines
• Speak with callers using probing and clarifying questions, as needed, to determine the level of the child’s development and areas of need based upon information supplied by the parent
• Evaluate family concerns in the context of typical child development
• Accurately collect, enter into, and manage client data using CRM system (Sprout)
• Process referrals adhering to established policies and procedures
• Multitask and prioritize workflow in the office

QUALIFICATIONS, EDUCATION AND EXPERIENCE:

• High School Diploma or GED; Bachelor’s degree in Early Childhood Education, human services or related field preferred
• Two (2) years’ experience in concierge-level customer service dealing with the public via telephone or face-to-face contact
• Non-profit human service experience highly preferred
• Self-starter who does not require heavy oversight, but can manage competing deadlines and tasks on their own
• Demonstrated ability to work effectively as part of a team and independently
• Ability to work in a fast-paced environment and manage and prioritize multiple, often competing, priorities
• Demonstrated strong attention to detail
• Demonstrated strong time management and organizational skills
• Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision
• Demonstrated ability to anticipate future needed changes or identify problem areas and take effective actions
• Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills
• Excellent interpersonal skills are essential, as the job requires communicating effectively with the public.
• Proficiency in and a command of the English language are required
• Demonstrated intermediate experience with Microsoft Office applications, including Word, Excel, Outlook
• Experience using Electronic Health Record (EHR) / Electronic Medical Record (EMR)
• Demonstrated knowledge of behavioral health, early childhood education and/or early intervention services and regulations
• Demonstrated ability to follow established procedures
• Ability to type a minimum of 45 words per minute
• Must be self-motivated, detail-oriented, energetic, and highly organized
• Must possess a current, valid driver's license in state of residence, have a minimum of two (2) years of driving experience within the United States, and have an acceptable driving record