Intake Resource Specialist

Position Title:Intake Resource Specialist

Employment Status:Full-time

Number of hours per week:40 hours

Hourly Rate:$22.00- $24.00

Southern Maine Agency on Aging (SMAA) is committed to positive long-term outcomes for older adults and their caregivers. We empower older adults adults with disabilities and their caregivers to live to their fullest potential by providing services resourcesand information. At SMAA we believe that a supportive and inclusive workplace where everyone feels valued and heard is key to shaping organizational culture and advancing our work with underrepresented and diverse communities. We were recently voted Best Places to Work in Maine for 2024 & 2025!

The full-time Intake Resource Specialist works as an integral member of the Community Services team to support older adults adults with disabilities caregivers and other community membersresidingin Cumberland and York counties. The primary focus of this role is providing information andassistance conductingintakeand screening activities triaging incoming calls and referralsdeterminingeligibility for programs and services assessing level of functioning and engagement and connecting clients toappropriate communityresources. The Intake Resource Specialist gathers demographic information completes needs assessments conducts benefits and program screenings and provides supportive telephone-based interactions for individuals experiencing social isolation behavioral health concerns cognitive challenges physical limitations housing instability or other barriers to well-being. The Intake Resource Specialist plays a key role in shaping the public-facing experience of the agency and provides clear professional and compassionate communication that builds trust and understanding of SMAA services. This position supports grant-funded and fee-for-service programs and serves as a key access point for Community Services. This is a hybrid position with opportunities to work across Southern Maine Agency on Agings centers community locations and remotely.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serves as a primary intake and information resource for older adults adults with disabilities caregivers and community members seeking services andsupport.

• Responds to incoming calls referrals emails and requests forassistance; screens triages andprioritizeclient needs based on urgency and complexity.

• Conductsintakeinterviews and comprehensive screenings to assess client needs level of functioning level of engagement service eligibility and barriers to accessing resources.

• Collects demographic information and completes assessmentsfor programs grants and service delivery.

• Provides information and assistanceregardingbenefits programs behavioral health services housing resources home care transportation financialassistance insurance programs and other community supports.

• Determineseligibility for programs and services andassistsclients with enrollment application processes and referrals.

• Develops andmaintainsa thorough working knowledge of community resources benefit programs behavioral health supports and health insurance options.

• Coordinates referrals andfacilitateswarm handoffs to SMAA programs community partners and service providers.

• Provides short-term supportive interactions and resource navigation for clients experiencing isolation behavioral health concerns cognitive challenges or physical limitations.

• Maintainsaccuratetimely and complete documentation in agency databases and tracking systems.

• Collaborates with internal staff and external partners to support coordinated service delivery.

• Supports grant-funded and fee-for-service programs as assigned.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Performsadditionalduties as assigned.

KEY PERFORMANCE INDICATORS (KPIs):

1. Client Response and Follow-Up Timeliness

• Respond to 95% of client inquiries within 2 business days and triage urgent cases the same day.

• Enter 95% of required documentation into the database on the same day as client contact.

2. Intake Screening and Eligibility Determination

• Complete intake screening eligibility determination and needs assessment activities for 95% of new clients within required program timelines.

• Ensure assessment data and screening outcomes are accurately documented within the same day of client contact.

3. Resource Navigation and Referral Completion

• Provideaccurateinformation referrals and warm handoffs for 95% of clients requiringadditionalservices orsupport.

QUALIFICATIONS NEEDED FOR POSITION:

Experience and Skill Requirements:

• Minimum of 23 years of experience working with older adults adults with disabilities caregivers or in a related human services/customer-facing role (e.g.case management support healthcare navigation crisis response intake social services behavioral health or community outreach).

• Excellent verbal communication skills including the ability to redirect conversations respectfully and keep calls focused and productive.

• Strong organizational skills and ability to manage multiple referrals and competing priorities in a structured system.

• Self-directed reliable and comfortable making decisions within defined role parameters.

• Values teamwork collaboration and continuous learning.

Education:

• Bachelors degree in social work Counseling Gerontology Human Services Psychology Public Health or a relatedfield ofOR equivalent combination of education and relevant experience.

• Relevant certifications training orlivedexperience in aging caregiving disability services or community health are highly valued.

** All requirements and skills are considered to be essential unless otherwise indicated.**

Salary and Benefits:This isanon-exemptposition working40 hoursper week with an hourly range from $22.00 - $24.00based on experience.

Benefits include:

• Vacation time

• Sick time

• 13 holidays per year

• Dental and vision insurance

• Medical 100% paid premiums(Employee only)

• Accident and critical illness insurance

• 403B Retirement Plan

• Tuition Reimbursement

• Life insurance income protection plan and long-term disability insurance.

• Paid Birthday Grandparent leave parental leave volunteer time and more!

To Apply

Pleasesubmityour resume and a cover letter explaining why you are the right fit for this position.

The position is open until filled

SMAA is an equal-opportunity employer

Required Experience:

Junior IC