$20.77/hr, 40hrs/wk, 52wks/yr

SUMMARY

In compliance with Federal Law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Working under general supervision and exercising independent judgment within established program guidelines, this position serves as a central point of contact for individuals seeking information, assistance, referrals, and access to services administered or coordinated through NACOG's Aging and Adult Services Program.

The Central Intake Specialist is responsible for responding to inquiries, conducting preliminary assessments of individual needs, providing information and referrals, coordinating initial service intake activities, maintaining accurate client information, and facilitating connections to appropriate programs and community resources. The position assists individuals in navigating available services and ensures inquiries and referrals are handled professionally, accurately, and in accordance with established program procedures.

The position supports the Central Intake Supervisor in maintaining effective intake operations, accurate records, and timely service coordination. Responsibilities require strong communication, organizational skills, attention to detail, and the ability to work effectively with individuals from diverse backgrounds and circumstances.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Intake, Information & Referral Services

Serve as a primary point of contact for individuals seeking information, assistance, referrals, and access to programs and services administered or coordinated through NACOG's Aging and Adult Services Program.
Respond to incoming calls and service inquiries, conduct preliminary assessments to identify individual needs, and provide accurate information regarding available programs, eligibility considerations, and community resources.
Complete initial service intake activities, including gathering and documenting client information, preparing Home and Community-Based Services (HCBS) intakes, and routing referrals to designated case management personnel or service providers.
Apply established Information and Referral standards to ensure inquiries, assessments, referrals, and follow-up activities are completed accurately, consistently, and in accordance with program procedures.
Provide assistance and advocacy within established guidelines to help individuals understand available services and navigate appropriate community resources.
Recognize urgent or potentially critical client situations and follow established procedures for intervention, escalation, or referral to appropriate personnel or emergency resources.
Maintain professional communication, exercise sound judgment, and demonstrate sensitivity when assisting older adults, individuals with disabilities, caregivers, and others experiencing challenging circumstances.

Documentation, Data Management & Referral Tracking

Enter, update, maintain, and retrieve client information within designated Information and Referral databases and other applicable program information systems.
Maintain accurate and complete records of client inquiries, preliminary assessments, service intakes, referrals, enrollment information, and follow-up activities in accordance with established documentation requirements.
Review and verify client information for accuracy, completeness, and consistency; identify discrepancies and coordinate corrections or follow-up as appropriate.
Process, transmit, and track referrals to contracted or designated legal assistance providers and other community resources, ensuring timely communication and appropriate documentation.
Monitor assigned intake and referral activities to identify incomplete information, processing delays, or other concerns requiring attention.
Maintain confidentiality of client information and ensure records are handled, stored, and disclosed in accordance with applicable privacy requirements and NACOG policies.

Administrative & Operational Support

Provide administrative and operational assistance to the Central Intake Supervisor, including data entry, document preparation, correspondence, records organization, and other assigned support functions.
Assist with coordinating daily intake activities, managing inquiries, routing communications, and maintaining efficient administrative workflows.
Prepare, compose, edit, and distribute routine correspondence, notices, and other program-related documentation.
Utilize electronic databases, communication systems, and standard office equipment to complete assigned responsibilities accurately and efficiently.
Support continuity of Central Intake operations by assisting with assigned functions during staff absences, increased workloads, or other operational needs.
Identify administrative or workflow concerns and communicate recommendations for improved efficiency, accuracy, and service delivery.

Community Outreach & Professional Collaboration

Participate in community outreach activities, informational events, meetings, and other assigned initiatives to promote awareness of Aging and Adult programs and available community resources.
Maintain professional and collaborative working relationships with Aging and Adult Program personnel, contracted service providers, community organizations, and referral partners to facilitate effective service coordination.
Communicate identified service needs, recurring inquiries, referral concerns, and potential resource gaps to appropriate program personnel.
Collaborate with internal staff and external partners to resolve routine service coordination concerns and support timely access to available services.
Demonstrate professionalism, confidentiality, cultural responsiveness, and a client-centered approach in all interactions with clients, families, caregivers, coworkers, and community partners.

Other duties as assigned.

EDUCATION AND/OR EXPERIENCE

High school diploma or equivalent; and two (2) years of experience in data entry, administrative support, client services, information and referral, or a related field.

Experience involving direct public contact, information and referral services, or community resource coordination is required.

An equivalent combination of directly related education, training, and experience that demonstrates the knowledge, skills, and abilities necessary to successfully perform the essential functions of the position.

Additional Qualifications

Proficiency in Microsoft Word, Excel, electronic databases, and data entry.
Knowledge of general office practices, records management, and administrative procedures.
Ability to accurately complete detailed forms, maintain records, and process information.
Strong written and verbal communication skills.
Ability to work independently, organize competing priorities, and maintain attention to detail.
Familiarity with community assistance programs, aging services, or social service resources is preferred.

Demonstration of basic computer proficiency may be required as part of the selection process.

CONDITIONS OF EMPLOYMENT

Valid Arizona Driver License
Criminal Background Check
Level One Fingerprint Clearance Card
Motor Vehicle Record review in accordance with NACOG policy

CERTIFICATES & LICENSES

Professional certification in Information and Referral services through the Alliance of Information and Referral Systems (AIRS), or its successor credentialing organization, is preferred.

Additional training or certification may be required based on assigned responsibilities, program requirements, or agency needs.

TECHNICAL COMPETENCIES

Client intake and preliminary needs assessment
Information and referral standards and practices
Community resource identification and navigation
Aging and disability service programs
Home and Community-Based Services (HCBS) intake procedures
Client service and referral coordination
Telephone communication and call management
Client interviewing and information gathering
Data entry, verification, and record accuracy
Electronic information and referral systems
Client documentation and records management
Confidentiality and information privacy practices
Administrative procedures and office operations
Referral tracking and follow-up
Professional correspondence and document preparation
Microsoft Office 365, including Word, Excel, and Outlook
General office technology and communication systems

GENERAL COMPETENCIES

Communication (written and verbal)
Active listening
Customer and client service orientation
Empathy and compassion
Cultural responsiveness
Professional judgment and discretion
Confidentiality and ethical conduct
Attention to detail and accuracy
Organization and time management
Problem solving
Critical thinking
Collaboration and teamwork
Relationship building
Professional boundaries
Adaptability and flexibility
Initiative and accountability
Patience and professionalism
Resourcefulness
Ability to manage competing priorities
Continuous improvement

TRAVEL REQUIRED

< 5% < 25% < 50% < 75% 100%

Occasional travel may be required to participate in community outreach activities, meetings, training, or other assigned program-related events.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Physical Activity: Work requires frequent sitting, talking, hearing, reaching, grasping, finger use, and repetitive hand movements associated with computer operation, data entry, and standard office equipment. Occasional standing, walking, bending, stooping, kneeling, crouching, and lifting may be required.

Physical Exertion: Primarily sedentary work involving exertion of up to 10 pounds of force occasionally and negligible force frequently to lift, carry, push, pull, or otherwise move objects.

Visual

Requirements

Requires close visual acuity sufficient to operate computer systems, enter and review client information, read detailed documents, prepare correspondence, and perform other administrative and intake-related functions. Frequent visual attention and sustained computer use are required.

Work Environment: Work is primarily performed in a professional office environment and involves extensive telephone communication, computer use, data entry, and interaction with clients, staff, service providers, and the public.

The position may involve extended periods of seated work and sustained attention to detailed information while responding to multiple inquiries, processing referrals, and maintaining accurate records.

The employee may interact with individuals experiencing financial hardship, health-related challenges, disabilities, caregiving concerns, or other stressful circumstances. Employees are expected to maintain professional communication, exercise sound judgment, establish appropriate boundaries, and follow established procedures when responding to sensitive or challenging interactions.

Occasional community outreach activities may involve exposure to outdoor weather conditions or other environmental factors. The noise level in the primary work environment is generally moderate.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

NACOG is an aﬃrmative action and equal opportunity employer. All qualiﬁed applicants will receive consideration for employment without regard to race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, genetic information, or any other characteristic protected by the state, federal, or local law. NACOG is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Human Resources Director, 928-774-1895, [email protected].

Benefits include

Agency paid health, dental, vision, Arizona State Retirement (ASRS); paid sick leave, vacation & holiday pay

AAA Central Intake Specialist, Flagstaff @ NOR

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