Bilingual Creole-English Intake Specialist

Are you a compassionate communicator who thrives in a fast-paced environment? Do you want to connect individuals in need with vital, life-changing community resources? Are you fully fluent in English and Creole? Are you interested in working from home 3 days a week? Keep reading!

PrideStaff is seeking a dedicated, empathetic, and organized Bilingual (English/Creole) Intake Specialist to join our client's growing team. In this critical temp-to-perm, full-time role, you will serve as the primary lifeline for community members seeking assistance -- guiding them through the intake process, assessing their needs, and mapping out their path to care.

Key Responsibilities

You will manage help line communication, accurately assess client eligibility and coordinate publically funded program data.

• Assess & Coordinate: Pick up the helpline (phone) to assess consumer needs, conduct screenings and coordinate eligibility for key programs.
• Speed to Care: Actively work with leadership to meet productivity benchmarks, ensuring new assessments are completed within three days of referral and reassessments finished in their due month.
• Navigate & Educate: Conduct phone interviews to elicit necessary information, explain program guidelines and ensure consumers receive clear, written communication regarding their status.
• Database Management: Utilize the system to input data, maintain accurate intake information, enroll eligible clients and complete mandatory state documentation.
• Quality & Compliance: Adhere strictly to DOEA program standards, agency quality assurance metrics and strict confidentiality/security protocols.
• Continuity of Support: Participate in staff meetings, training and emergency management/continuity of operations plans as assigned.

What We Are Looking For (Qualifications)

To be successful in this role, you must be fully bilingual in English and Creole and match one of the following background tracks:

• High School Diploma / GED + a minimum of 2 years of experience in call centers, information and referral, case management, intake or human/customer services.
• Associate’s Degree (from an accredited institution) + a minimum of 1 year of experience in call centers, case work, intake or human services.
• Bachelor’s Degree (from an accredited institution) + some relevant customer service experience.

Additional Requirements:

• Solid working knowledge of software within the Microsoft Office Suite, internet search engines and a proven ability to learn specialized software databases.
• Willingness to complete specialized training programs upon hire.

Core Competencies for Success

• Active Listening & Empathy: A patient, calm demeanor over the phone with the ability to handle high-volume calls with utmost professionalism.
• Dynamic Time Management: Excellent organizational skills to navigate a fast-paced workflow while minimizing consumer wait times.
• Critical Thinking: Knowledge of community resources, Medicaid guidelines and needs assessment interviewing to make sound decisions in the client’s best interest.