Intake Coordinator

Tennessee Voices Inc. is Tennessee’s collaborative leader in mental health and family well-being. Each year, we serve thousands of children, parents, and adults across all 95 counties with services that prevent crisis, heal trauma, and build long-term stability. Our model works because it’s whole-family, trauma-informed, and community-driven. By healing parents alongside their children, providing critical resources like housing and mental health support, and advocating for systemic change, TN Voices helps families thrive and communities grow stronger

Summary: The Intake Coordinator serves as the primary point of contact for individuals, families, referral sources, and community partners seeking access to Rural THRIVE Tennessee services. The position is responsible for receiving and processing referrals, completing initial intake activities, gathering required information and documentation, identifying immediate needs, and facilitating timely connection to the appropriate Family THRIVE Coach and other Rural THRIVE resources.

The Intake Coordinator supports a streamlined, family-centered intake experience and works closely with Rural THRIVE leadership, Regional Program Managers, Family THRIVE Coaches, and specialized program staff to ensure referrals are received, documented, assigned, and followed through appropriately. The position provides centralized intake and data support, including accurate data collection and referral tracking to monitor program access, geographic reach, and outcomes.

Essential Duties & Responsibilities:

• Intake and Referral Coordination

• • Serve as a primary point of contact for individuals, families, providers, and community organizations referring to or requesting information about Rural THRIVE Tennessee. Receive referrals through designated telephone, electronic, community, and internal pathways, and respond to referrals and requests for services in a timely and professional manner.

• • Complete initial intake activities; gather required participant demographic, contact, consent, referral, and eligibility information; and obtain releases, consents, and documentation according to TN Voices policies and program requirements.

• • Explain Rural THRIVE Tennessee services and the role of the Family THRIVE Coach to prospective participants. Identify each participant’s county and assign or route referrals to the appropriate regional team and Family THRIVE Coach.

• • Maintain appropriate communication with participants and referral sources regarding referral status. Facilitate internal referrals to other TN Voices programs and assist individuals who are not appropriate for Rural THRIVE with connections to other resources whenever possible.

• Participant Engagement and Access

• • Provide a welcoming, respectful, trauma-informed, and family-centered intake experience that supports family choice and self-determination.

• • Identify immediate needs and barriers to engagement, including transportation, communication, technology, and accessibility needs, and coordinate with Family THRIVE Coaches and other staff to address barriers that could delay services.

• • Ensure participants understand next steps and know how to contact the program with questions.

• Referral Tracking and Documentation

• • Enter and maintain accurate referral and intake information in TN Voices’ designated electronic systems. Track referrals from initial receipt through assignment and successful connection to program staff.

• • Monitor pending referrals, complete appropriate follow-up, identify incomplete referrals, and obtain missing information as appropriate.

• • Document referral sources, counties served, participant demographics, disposition, and other required program information. Collaborate with the Data Coordinator to ensure intake and referral data are complete, timely, and accurate.

• • Assist leadership in monitoring referral volume, geographic trends, referral sources, access barriers, enrollment, referral completion, service access and utilization, geographic reach, and model fidelity.

• Program Coordination

• • Communicate regularly with Family THRIVE Coaches regarding new assignments and referral status. Coordinate with Regional Program Managers when caseload capacity or geographic coverage affects assignment.

• • Collaborate with Workforce Development, Economic Mobility, Community Engagement, clinical consultation, and other program staff as appropriate. Participate in program meetings, supervision, training, and continuous quality improvement activities.

• • Assist with development and implementation of intake workflows as Rural THRIVE expands to additional counties. Maintain current knowledge of program eligibility, services, geographic coverage, and referral processes.

• Compliance and Confidentiality

• • Maintain confidentiality of participant and family information. Adhere to TN Voices policies, security requirements, HIPAA requirements, applicable confidentiality standards, and applicable CARF standards.

• • Maintain accurate and timely documentation, complete required training and professional development, and immediately communicate safety, compliance, or other significant concerns to appropriate program leadership. Perform other duties as assigned.

• Additional Requirements

• • Successful completion of required background checks and employment screenings.

• • Ability to maintain confidentiality and comply with TN Voices policies.

• • Reliable internet and telephone access for assigned remote or hybrid work, as applicable.

• • Limited travel may be required for team meetings, training, and program activities.

Qualifications:

• Bachelor’s degree in social work, psychology, human services, behavioral health, public health, healthcare administration, or a related field preferred.

• Minimum of two years of experience in intake, referral coordination, customer service, healthcare, behavioral health, family services, or a related human-service setting preferred.

• Experience working with children, adults, families, or individuals experiencing barriers to services preferred. Experience with electronic health records, referral-management systems, or other electronic data systems preferred.

• Knowledge of healthcare, behavioral health, social services, and community resources in Tennessee preferred. Experience working with rural or underserved populations strongly preferred.

Certificates, Licenses, Registrations: Valid driver’s license, proof of automobile insurance

Other Skills and Abilities:

• Knowledge of intake, referral, and care coordination processes.

• Excellent customer service and interpersonal skills.

• Strong verbal and written communication skills.

• Ability to engage individuals and families experiencing complex needs with empathy and professionalism.

• Strong organizational skills and attention to detail.

• Ability to accurately enter, maintain, and track referral and participant information.

• Ability to manage multiple referrals and priorities simultaneously.

• Ability to work effectively as part of a statewide, multidisciplinary team.

• Ability to communicate effectively with participants, families, healthcare providers, community partners, and TN Voices staff.

• Knowledge of confidentiality, HIPAA, and professional boundaries.

• Proficiency with Microsoft Office, electronic records, databases, and virtual communication platforms.

• Commitment to culturally responsive services, ethical practice, effective teamwork, and TN Voices’ mission and values.

Core Competencies:

• Intake & Referral Coordination: Serves as the primary contact for referrals and service inquiries, conducts intake processes, gathers required documentation, and connects participants to appropriate program resources and staff.

• Participant Engagement & Access Support: Provides a welcoming, trauma-informed intake experience, identifies barriers to service access, and ensures participants understand available services and next steps.

• Case Assignment & Service Navigation: Routes referrals to appropriate regional teams, supports internal and external resource connections, and facilitates timely access to services based on participant needs.

• Data Management & Referral Tracking: Maintains accurate intake and referral records, monitors referral status, tracks program access and utilization data, and ensures data quality and completeness.

• Program Coordination & Team Collaboration: Works closely with Family THRIVE Coaches, program leadership, and multidisciplinary staff to support service delivery, workflow management, and program expansion efforts.

• Compliance & Documentation Excellence: Ensures confidentiality, HIPAA compliance, accurate documentation, timely reporting, and adherence to organizational policies, procedures, and quality standards.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, push, pull and carry/lift up to 50 pounds. The employee is occasionally required to climb, bend or crouch. Specific mental abilities required by this job include continuous concentration to detail; ability to remember multiple tasks, oral and written communication; and an attention span of 1+ hour(s) on a task.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Performance Evaluation: Employees are evaluated on an annual basis. Performance Reviews are completed electronically by the employee’s direct supervisor then reviewed and approved by regional or program leadership. Employees are given the opportunity to review their performance evaluation with their supervisor and will be required to acknowledge receipt of the annual review electronically.

Core Values: V.O.I.C.E.

• V – Vulnerability and Integrity. We lead with truth and act with authenticity. We choose deeds over words and transparency over pretense. We hold ourselves and each other accountable by following through on our commitments. Trust is built through kind, honest, ethical, and clear communication. We know our strengths and share them with intention.

• O – Openness and Connection. We foster belonging and celebrate one another. We promote an environment where everyone feels safe, included, and heard. We value diverse perspectives, invite honest feedback, and lead with a welcoming spirit. We celebrate our wins—big and small—and lift each other up through support, presence, and shared pride in our work.

• I – Innovation and Growth. We cultivate curiosity and embrace change. We embrace lifelong learning and welcome questions, feedback, and growth. We keep an open mind and heart, recognizing there is always more to learn and new perspectives to consider. No idea is too small and no voice is too quiet. We lean into the unknown, explore bold ideas together, and support one another across roles because shared growth moves us all forward.

• C – Compassion and Hope. We lead with heart and serve with purpose. We show up with dedication, warmth, empathy, and humility. We listen with care and assume the best in others. We stay present and grounded, even when things are difficult, because we believe in the future we’re building for every child, family, person, and community we serve.

• E – Experience and Insight. We believe in the power of lived and learned experiences. We rise by lifting others. We are driven by a deep passion for service and guided by the voices of those we serve. Our purpose is to help others flourish and build resilience and a better future. Grounded in joy, lifted by humor, and guided by vision, we stay focused on what matters to create lasting, meaningful change.

Promotion & Advancement: To be considered for promotion to a higher position, the employee must have met the personal and professional development requirements established by the company and must have demonstrated strong on-the-job performance. Please see your supervisor or manager for additional details.

Job Accommodations: If you need to request reasonable accommodations to perform the essential functions of this job, please contact Human Resources at hr@tnvoices.org.

All employees are expected to uphold the highest standards of integrity and ethical conduct, comply with all applicable laws, regulations, and organizational policies (including HIPAA and confidentiality requirements), promptly report compliance concerns, and actively participate in required compliance and ethics training to support a culture of accountability and quality care.