Intake Specialist InternAt — Grandma's House of Hope

About us :

Grandma’s House of Hope has been providing housing and wrap-around services since 2007 to single adult men and women with trauma who historically have fallen through the cracks.  Our mission of empowering the invisible populations of Orange County is about reaching those who have been cast aside and moved into the shadows of our society due to their disabilities, illnesses, addictions, incarceration, and trauma histories.  In order to effectively reach these individuals, we remove barriers to housing and services.

The Intake Support Intern provides administrative and customer service support to the Intake team while gaining hands-on experience in shelter intake operations. Working under the guidance of the Intake Specialist, the intern will develop knowledge of client intake procedures, documentation requirements, and professional communication while supporting day-to-day intake activities.

Qualifications

• • Students pursuing undergraduate or graduate degrees in a related field such as human services, social services, or another relevant area are preferred.
  • Strong communication skills, both verbal and written, are desired
  • Comfortable working in settings in low-income neighborhoods
  • Mature and can provide compassionate care while being professional and approachable
  • Organized, reliable, & takes initiative
  • Open & willing to learn
  • Complete Live Scan (Required - Paid by organization)

Responsibilities 

• • Answer incoming calls and assist with basic intake-related inquiries using approved scripts and guidance from the Intake Specialist.
  • Learn and refine call scripts to provide accurate, consistent, and compassionate information to prospective clients and community partners.
  • Develop knowledge of intake procedures and available resources to build confidence in responding to common inquiries.
  • Prepare intake folders and required paperwork for new client admissions.
  • Log intake-related voicemails in Airtable to support timely follow-up and accurate recordkeeping.
  • Shred confidential documents in accordance with organizational record retention and confidentiality policies.
  • Observe and shadow Intake Specialists during client intake appointments to gain exposure to intake procedures, client interactions, and shelter operations.
  • Assist with general administrative tasks and other projects that support the Intake team as assigned.

Objectives

• • Gain hands-on experience in client intake and nonprofit program operations.
  • Develop professional communication and customer service skills.
  • Learn best practices for confidential document management and recordkeeping.
  • Build organizational, administrative, and data entry skills using tools such as Airtable.
  • Observe trauma-informed, client-centered service delivery in a shelter setting.

Physical Demands: In the course of performing this job, the incumbent typically spends time sitting, walking, standing, listening/speaking, writing and operating a personal computer. S/he will be required to drive an automobile or use public transportation to attend meetings within the community. S/he is expected to lift and carry office records and supplies up to 40 lbs on an occasional basis. Reasonable accommodations may be arranged to enable individuals with disabilities to perform essential duties of the job.

Work Environment: The noise level in the work environment is usually moderate and fast paced. While performing the duties of this position, the employee is occasionally exposed to outside weather conditions when driving to and from meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Training:

Interns will complete the following mandatory trainings administered through the Orange County Health Care Agency: Cultural Competency, Annual Provider, and Annual Compliance. In addition, they will complete an online training on crisis intervention. Interns will also have the opportunity to attend in-person trainings offered by our organization and may choose to participate in additional trainings available through our training catalog.

Learning Outcome:

Demonstrate effective client communication by professionally responding to basic intake inquiries, using approved call scripts, and accurately documenting calls and voicemails.
Apply organizational and administrative best practices by preparing, reviewing, and maintaining intake documentation while ensuring accuracy, confidentiality, and compliance with agency policies.
Explain and support the client intake process by observing Intake Specialists, identifying the key steps involved in shelter admissions, and understanding the role of trauma-informed, client-centered service in the intake experience.