Intake Coordinator- Domestic Violence Center

The Intake Coordinator serves as the first point of contact for individuals accessing services while also functioning as a cross-trained direct service advocate across multiple agency programs. This role ensures a welcoming, safe, and trauma-informed environment and provides crisis intervention, safety planning, advocacy, and coordinated program support. The position includes structured cross-department coverage to ensure continuity of care and responsive, survivor client-centered service delivery. This role blends reception, intake and safety monitoring responsibilities with direct advocacy and crisis response services. The ideal candidate is adaptable, highly organized, and survivor-centered, with strong communication skills, sound professional judgment, and the ability to collaborate effectively within a multidisciplinary team. ESSENTIAL DUTIES AND RESPONSIBILITIES

Reception & Intake:

• Welcome all visitors with a professional, courteous, and approachable demeanor, ensuring a positive first impression of the organization.
• Conduct initial safety and security screenings in accordance with established protocols.
• Promptly notify appropriate staff of visitor arrivals and coordinate secure and timely escorts as required.
• Actively monitor lobby and reception areas to maintain a safe, orderly, and professional environment.
• Answer incoming calls promptly and professionally, screen inquiries, route calls to the appropriate personnel, or accurately document and relay messages.
• Provide visitors with basic comfort accommodations, including offering water, directing them to restrooms, and addressing general needs to ensure a respectful and supportive experience.
• Collaborates with survivors in a trauma-informed and survivor-centered manner to complete phone screen, intake, conducting a needs assessment, providing support, advocacy, safety planning, referrals, and obtaining all necessary releases, applications, and documentation.
• Maintain regular follow-up with waitlisted individuals to assess risk, offer brief support, and facilitate referrals to appropriate services while awaiting placement.
• Participates in team case management meetings as required.

Department Cross-Coverage:

Provide cross-coverage support as needed, including but not limited to:

• Respond to crisis hotline calls, conduct risk assessments, and provide safety planning and resource referrals.
• Support shelter survivors with intake, orientation, daily advocacy, and crisis intervention.
• Accompany survivors to court proceedings, provide emotional support, and assist with protection order processes and system navigation.
• Deliver mobile advocacy services in community settings, including safety planning, resource coordination, and follow-up support.
• Assists the Development Team in planning, supporting and attending agency events and fundraisers as needed.

Safety & Security Monitoring:

• Monitor security cameras regularly to ensure the safety of survivors and property, while maintaining compliance with privacy and data protection policies.
• Screen visitors entering the building

Documentation & Reporting:

• Maintain survivor records and ensure compliance with program standards and regulations.
• Duplicate forms for survivors as needed and requested (IDs, police reports, Orders of Protection, applications, etc.).
• Using agency software, complete timely and accurate documentation of all services provided to survivors and their families.

OTHER DUTIES AS ASSIGNED

• Complete all functions in an ethically and culturally competent manner.
• Pursues professional development.
• Attends meetings and trainings as requested.
• Other duties as assigned supporting agency goals, mission, vision, values, and strategic plan.

REQUIRED QUALIFICATIONS

• Associate’s degree in human services or related field required, Bachelor’s preferred OR equivalent experience
• At least three years' experience working with families in crisis
• At least one year administrative/reception experience
• Preferred experience in crisis intervention and residential or front desk settings, with demonstrated strength in professional communication, customer service, active listening, and effective problem-solving skills.
• Demonstrated flexibility and adaptability, with strong organizational skills and the ability to manage multiple responsibilities effectively.
• Ability to maintain confidentiality
• Demonstrated understanding of the impacts of mental health and substance use, with the ability to work effectively and respectfully with diverse populations.
• Proficiency in Microsoft Outlook, Word, and Excel
• Bilingual (Spanish or ASL) preferred
• Knowledge of domestic violence dynamics preferred
• NYS Drivers License and access to a reliable vehicle

ADDITIONAL INFORMATION

• Department: Family Justice Center
• Reports to: Director of the Family Justice Center
• Hours/Status: Non-Exempt; 37.5 hours/week; Monday-Friday 9:00am-5:00pm
• Pay Rate: $26.00/hour

Job Type: Full-time

Pay: $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Education:

• Associate (Required)

Experience:

• working with families in crisis: 3 years (Required)
• administrative/reception: 1 year (Required)

Work Location: In person