Intake Referral Specialist Parent Helpline

POSITION SUMMARY:

This position serves as the central point of coordination for both internal and external referrals to agency programs and services. The role manages intake and scheduling processes through multiple channels including phone online platforms and in-person interactions. It provides information resources and referrals to parents and caregivers experiencing stress across Maryland helping connect them to appropriate supports. The position also ensures accurate real-time data entry and tracking within the agencys database and provides administrative support to program and departmental staff.

RESPONSIBILITES:

Serve as the central intake point for all agency programs and services

Coordinate and schedule initial orientations using the agencys calendar and database systems

Respond to inquiries and provide information education and referrals via phone email online chat and in-person interactions

Collaborate with callers to identify needs and connect them with appropriate internal and external community resources

Assist clients in problem-solving and identifying alternative solutions when services are limited or unavailable

Accurately document and track all client interactions and data within the internal database

Provide support to families in crisis including de-escalation and consultation in urgent or high-risk situations

Support the onboarding and training of volunteers and student internsrelated to helpline operations

Maintain up-to-date knowledge of statewide databases search tools and community-based resources

Stay informed on current parenting practices and evidence-based approaches through ongoing research and professional development

Conduct client satisfaction surveys and complete follow-up activities to assess service effectiveness

Maintain and manage program data records and reporting requirements in accordance with organizational standards

Participate in staff meetings trainings and professional development opportunities as requested

EDUCATION:

Associates degree in Child Development Human Development Social Work Counseling Psychology Human Services or a related field required

Bachelors degree in a relatedfield preferred

Five (5) or more years of experience in helpline services call center operations or client scheduling may be considered in lieu of formal education requirements

EXPERIENCE:

One (1) to two (2) years of experience in call center operations helpline services or client scheduling

One (1) to two (2) years of experience in human services or a related field

Demonstrated knowledge of community resources and service networks

SKILLS:

Proficient in computer applications including Microsoft Office Suite and data management/tracking systems

Ability to perform accurate real-time data entry while simultaneously responding to client needs

Strong verbal and written communication skills

Demonstrated empathy and ability to remain calm and de-escalate high-stress or crisis situations

Excellent active listening and interpersonal skills

Knowledge of child development and effective parenting practices

Knowledge of child development and parenting skills building