Family Intake Specialist

Job Overview

The Family Intake Specialist (FIS) serves as the first point of contact for individuals and families seeking services through Caminos al Futuro. This position is responsible for receiving and coordinating referrals from internal and external sources, conducting initial eligibility pre-screenings, and guiding prospective participants through the intake and enrollment process. The Family Intake Specialist collects and verifies required documentation, maintains accurate participant records, and ensures timely and accurate data entry into the program's data management system. Working closely with the Program Manager and program staff, the Family Intake Specialist coordinates participant assignments, facilitates referrals to appropriate services, supports recruitment and enrollment efforts, and ensures timely access to services while maintaining compliance with program and funding requirements. This position promotes AVANCE San Antonio's mission and Core Values by providing exceptional customer service while maintaining professionalism, confidentiality, and integrity.

Job Responsibilities

• Serve as the first point of contact for prospective participants and visitors by providing a welcoming, professional, and participant-centered experience.
• Receive, coordinate, and track participant referrals from internal and external sources to ensure timely participant engagement and follow-up.
• Conduct initial eligibility pre-screenings and provide prospective participants with information regarding program services, eligibility requirements, enrollment procedures, and required documentation.
• Coordinate participant intake, enrollment appointments, orientations, workshops, and follow-up activities.
• Gather, verify, and maintain participant demographic information and required documentation to ensure complete, accurate, and confidential participant records.
• Accurately enter participant information into the program's data management system and collaborate with program staff to ensure data accuracy and compliance with program and funder requirements.
• Create, organize, maintain, and monitor participant files throughout enrollment, service delivery, and post-program follow-up.
• Coordinate participant assignments and warm handoffs to Career Coaches, Adult Education Coaches, or other program staff to ensure seamless service delivery.
• Monitor participant enrollment capacity, maintain waitlists as needed, and track outstanding documentation to ensure timely completion of enrollment requirements.
• Respond to participant inquiries by phone, email, and in person, schedule appointments, and serve as the central point of communication for the program.
• Collaborate with the Program Manager and program staff to support participant recruitment, outreach activities, prepare and distribute program materials, and assist with Career Readiness, Financial Literacy, Adult Education, and other program workshops or presentations.
• Assist with community outreach events, orientations, and recruitment activities to increase participant enrollment and awareness of program services.
• Coordinate calendars, schedule team meetings, and provide administrative support to the program team.
• Assist with the preparation of weekly, monthly, quarterly, and annual reports.
• Support program audits, monitoring visits, and compliance reviews by preparing participant files and required documentation.
• Maintain office supplies, intake materials, participant resource information, and other program materials necessary for daily operations.
• Build collaborative relationships with participants, staff, community partners, and referral agencies while demonstrating professionalism, cultural sensitivity, accountability, transparency, trustworthiness, and ethical decision-making.
• Empower participants by fostering confidence, encouraging self-sufficiency, and connecting individuals and families to educational, workforce, and community resources.
• Promote and model AVANCE's Core Values of Excellence, Empowerment, Community, and Integrity in all interactions with participants, families, colleagues, volunteers, and community partners.
• Maintain strict confidentiality of participant, family, and staff information in accordance with AVANCE policies and applicable federal, state, and local regulations.
• Perform other duties as assigned.