Summary
Coordinates the intake process, processing incoming and returning clients, assessing their needs using intake protocol, and facilitating enrollment eligibility in available programs. Develops a pipeline of clients for all programs through outreach.

Essential Duties and Responsibilities

• Demonstrates Palmetto Goodwill’s Amazing Customer Experience (ACE) Culture, I-CARE Values, Mission, and Vision in all actions.
• Develops, implements, and manages client intake protocol that ensures proper registration of all clients into a tracking system; establishes client eligibility and tracks required documents; processes outside agency referrals.
• Provides various levels of assistance to program participants.
• Ensures that all programmatic metrics are being met.
• Tracks and reports on the effectiveness and efficiency of all assigned programs, including data collection and Mission Impact Data Analytics for all assigned programs.
• Acquires data from all databases and data systems and provides it to the Program Manager.
• Collaborates with Program Manager to develop a paperless client file system.
• Makes referrals to appropriate Partner agencies as well as to the Career Navigators.
• Appropriately addresses all incoming calls and correspondence.
• Processes social media and outreach event inquiries.
• Provides administrative support.
• Complies with all Agency policies, procedures, and safety standards throughout work areas.
• Works closely with Program Manager to capture client data and create reports.
• Works closely with Career Navigators.
• Works collaboratively with teams to achieve common goals.
• Complies with all agency policies, procedures, and safety standards throughout all work areas; maintains same to meet Commission on Accreditation of Rehabilitation Facilities (CARF), Department of Labor, and other regulatory standards.
• Performs other job-related duties as assigned.

Qualifications

• Enthusiasm for the mission of the organization.
• Client-focused, caring with a strong desire to help those in need, and willing to go the extra mile for their clients.
• Superior customer service skills, the ability to handle competing priorities effectively, the ability to provide positive reinforcement to a wide variety of customers with varying skill levels, and creativity.
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Write routine reports and correspondence.
• Speak effectively before groups.
• Interpret various instructions furnished in written, oral, diagram, or schedule form.
• Multi-task effectively, and deal with frequent changes, delays, or unexpected events; be flexible and/or adaptable as work requirements change.
• Meet deadlines and work autonomously.
• Thrive in a dynamic, fast-moving environment.
• Work effectively in a team-based environment.

Must-Have:

• Proficient writing skills, with a focus on correct style, grammar, and content.
• Strong time and project management skills, focusing on handling multiple participants' needs simultaneously.
• Strong written, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Great attention to detail and accuracy.
• Excellent organizational, writing, and presentation skills.
• A valid driver's license and automobile insurance, acceptable to Goodwill's liability insurance carrier.

Preferred:

• Prior experience in client management and customer service.

Education and Experience
HD or GED required and two (2) years of relevant experience or equivalent experience, including certifications or tenure.

Physical Demands
While performing these job duties, the employee is regularly required to: talk and/or hear; stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment
The noise level in the work environment is usually moderate.