POSITION TITLE: Intake & Program Support Specialist      

DEPT:  EEI / Housing and Financial Inclusion

REPORTS TO: Housing Program Manager / Housing Counselor    

STATUS: Hourly, PT 20 hrs./wk   

GRADE: 1

PROGRAM: Housing Counseling 

SUMMARY: Intake & Program Support Specialist- educates potential clients about Financial Inclusion 

programs and available services and addresses caller concerns about any aspect of housing and related 

programs. The Intake and Program Support Coordinator assists in management of the office environment, 

answering the receptionist phone line, logging in calls and provides required administrative support. The 

Intake and Program Support Coordinator is the first point of contact for potential clients, so this role is integral 

to the promotion of synergy across all Financial Inclusion programs and services. Must have experience 

working with communities or color and/or low-income earning individuals and families. 

COLLABORATES WITH:  The Intake & Program Support Specialist – I&PSS manages relationships with 

the Housing Counselors, clients, and other callers to Financial Inclusion; and community representatives.

ESSENTIAL RESPONSIBILITIES:

Client/Prospect Contact: Educate the public about Financial Inclusion’s available housing and wealth 

building services. Assist clients and potential clients with completion of required forms and applications. 

Conduct initial client screening to evaluate need for immediate support and to facilitate referral and linkage 

to appropriate community services. Enter client data into mPact Pro database. Use appropriate judgment 

in upward communication regarding client or prospect concerns. 

Administrative Duties: Perform a variety of office support duties including processing and distribution of 

mail, copying, faxing and filing. Provide administrative support for the department.

Office Management: Assist with managing and updating the lobby and other areas of the office.  Ensuring 

areas are cleaned and organized with all materials needed. Order and track inventory of office supplies and 

program materials. Manage client paper files to ensure they are in good order.  

In addition, this position would be responsible for: 

? Providing technical assistance for workshops, getting intake applications completed, collection of

paperwork from program participants, and scheduling the initial one on one coaching session for

the participant to meet with a Housing Counselor.

? Making sure clients are moving through the process from intake to engagement.

? Handling initial entering of client data in company-wide system, mPact Pro.

? Collaborate with Housing Program Manager on client data integration into ETO database from

mPact Pro database.

NON-ESSENTIAL RESPONSIBILITIES: Participate in administrative, program meetings and trainings, as 

appropriate.  

OTHER DUTIES AS ASSIGNED: Other duties outside of the responsibilities of the position may be 

assigned, whether for a project, special needs task or other assignment. 

QUALIFICATIONS:  At minimum, twelve months of customer service and administrative support 

experience, within a service-oriented environment, are required. The position requires a proactive self

starter and skills that include: a demonstrated ability to work independently; to handle multiple assignments 

and tasks; and to apply and comply with various policies and procedures. Good telephone etiquette and 

ability to communicate in a courteous and professional manner are necessary to the role.  Intermediate 

level of skills with MS Office and Outlook are required, including the ability to download and upload 

documents to/from email and to pre-approved databases; skills with database management, proficiency 

with spreadsheets and internet search applications are necessary. Knowledge and experience using 

Google Docs is a plus. Experience in the organization and implementation of office projects and filing 

systems, databases and calendars is required. A general knowledge of community resources is desirable. 

Must be bilingual and fluent in Spanish, reading and writing. 

Discretion is required for handling of documents and for client/prospect concerns. Demonstrated respect 

and appreciation for working in a multi-ethnic and multi-cultural work environment must be evident. The 

Intake and Program Support Specialist must be able to work effectively with members of the community 

who may show stress and impatience. 

*Note: A bilingual Intake & Program Support Specialist who works with a foreign language speaking

community must demonstrate cultural competency with that community and fluency in both English and the

community’s language (oral and written).

EDUCATION REQUIRED:   A High School diploma, or GED, is required. An Associate’s degree or a 

progress toward completion of a degree is preferred. 

CERTIFICATION(s) REQUIRED: NA 

WORK ENVIRONMENT:    The work environment includes remote working with at least one weekly office 

visit.  While in the office, the noise level is usually moderate. Movement requirements include walking, 

stooping or kneeling. There may be a need to reach, lift or move objects, such as packages, supplies and 

computers. Normal (or corrected) vision range; ability to see color and to distinguish letters, numbers and 

symbols are necessary to the work, which may require close viewing. Occasionally may need to lift and/or 

move up to 30 pounds. Communication needs include seeing, hearing and speaking. While working 

remotely and/or in the office, there will be periods of sitting, holding a telephone and using computers. 

Reasonable accommodations will be made for an incumbent to meet the essential responsibilities of the 

position. 

WORK SCHEDULE: Monday – Thursday, 10:00am-3:00pm. This position may require work on some 

evenings and weekends. Schedule can vary depending on the needs of the agency and specific events.