YWCA Greater Austin is dedicated to eliminating racism, empowering women and promoting peace, justice, freedom, and dignity for all.

YWCA Greater Austin provides equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, age, disability, or genetics.

Under the direct supervision of the YWCRC Clinical Director, or her designee, this position focuses on maintaining the intake and referral responsibilities to ensure effective accessibility to services where appropriate and serves as a liaison between the agency and the community-at large. All staff are expected to carry out the YWCA mission of empowering women and eliminating racism by maintaining a commitment to social justice, trauma recovery, elimination of systemic oppression, and multiculturalism. YWCA staff must maintain high ethical standards and abide by YWCA policies and procedures, as well as local, state, and federal regulations.

Position Summary

The YWCA Greater Austin seeks an Intake & Referral Specialist to liaise between the agency and greater Austin community. This includes:

• Commit and implement the YWCA mission of empowering women and eliminating racism
• Determine appropriate referrals for callers to internal or community services
• Conduct phone and walk-in intake interviews including collecting demographic, treatment history, and financial information to determine eligibility and estimate fee for service, and insurance information if applicable
• Return all messages within 24 hours
• Conduct new client reminder calls as appropriate
• Coordinate appointment availability with agency staff, interns, and volunteers
• Schedule client intake appointments
• Meet with clients to confirm insurance/program eligibility, fee for services, collect required documentation, and in the event of a cost adjustment
• Assist with billing and financial procedures (ex. liaison with EAP, CVC, insurance providers, and other third-party payors)
• Field crisis calls and link with appropriate internal and/or community resources
• Compile and maintain data in systems
• Complete all necessary client documentation and other agency paperwork required in a timely manner
• Document client contact, demographic information, appointments, groups, and other information per YWCA standards
• Entering case notes as needed
• Complete submission of monthly/quarterly/annual reports as appropriate
• Conduct database systems training for staff/interns/volunteers
• Maintain client files and documentation in a timely fashion and per YWCRC standards, including client contacts and required eligibility information
• Assign appropriate tasks, cases, and responsibilities to student interns and/or volunteers
• Address clinical and procedural issues with the Clinical Supervisor or Clinical Director
• Use supervisory feedback constructively and in a timely manner
• Attend weekly programs/clinical/admin team meetings as appropriate
• Attend training or continuing education courses to promote professional development
• Conduct outreach efforts with various community organizations, at health fairs, schools, etc.
• Provide reception support
• Carry out other duties as assigned which includes occasionally representing the YWCA in the community

Hours of Work

• This is a full-time, non-exempt position of 40 hours/week requiring flexible hours.
• Evening work and occasional weekends are expected. Schedules are subject to change and negotiable with supervisor approval.

Education and Experience

• Bachelor's or Master's degree in a human services or related field required. Experience may substitute for degree requirements.
• Bilingual, English/Spanish required, multi-lingual in languages (other than English/Spanish) preferred
• Experience working with women, families, immigrants, and refugees, knowledge of mental health, immigration legal system, and organizing preferred.
• Office management, eligibility, business, and intake experience a plus
• If degreed, current license to practice in Texas is preferred
• 2 years of Data Entry/Receptionist/Customer service experience serving diverse populations preferred.

Skills

• Excellent customer service skills, including being responsive, communicative, and flexible; friendly with the ability to adhere to policy, processes, and procedures
• Trauma-informed practice knowledge, a plus
• Ability to work independently and follow through on assignments in a timely manner
• Organized and reliable, with strong attention to detail
• Strong administrative skills

Computer Skills

• High degree of familiarity with Microsoft Office Suite and standard office equipment required
• Typing speed of at least 40-45 words per minute
• Must be experienced and comfortable using database systems