Philly Families CAN Intake Coordinator

JOB SUMMARY

The Philly Families CAN Intake Coordinator will be joining a team of Philly Families CAN Intake Coordinators at the Philadelphia Department of Public Health (PDPH), Division of Maternal, Children and Family Health (MCFH) to connect families living in Philadelphia to Philly Families CAN an intake and referral system for services supporting families with children 0-17. Philly Families CAN consists of both a phone number and a website (PhillyFamiliesCAN.com) through which families and referring providers can access services.

Philly Families CAN was established in 2020 to refer to maternal and early childhood home visiting services. Through a federal grant from the Children’s Bureau and in committed partnership with the Philadelphia Office of Children and Families (OCF), Philly Families CAN is expanding from supporting families from pregnancy through early childhood to supporting families with children age 0-17 with a broad range of family support services.

The Philly Families CAN Intake Coordinator is responsible for receiving referrals from providers, conducting telephonic intake assessments to connect families to supportive services that meet their goals, submit referrals, and provide follow up as necessary, and participate in direct community outreach.

JOB SPECIFICATIONS

Responsibilities/Duties

• Answer incoming calls from families and providers who call Philly Families CAN.
• Call families who have been referred to Philly Families CAN electronically.
• Screen families requesting services using an intake questionnaire.
• Guide families through a shared decision-making process to select the services that best fit the family’s needs.
• Provide families with referrals for additional support services to meet any immediate needs using an online directory for social service organizations or connecting them to a concrete goods fund.
• Document all interactions with families and providers in the electronic case management system.
• Upon family consent, communicate the outcome of a family’s call with their referring provider.
• Maintain strong working relationships with all providers participating with Philly Families CAN to ensure a thorough and up-to-date understanding of services provided.
• Document opportunities for intake process improvement and collaborate with the Intake Coordinator team and Application Administrator to update enrollment processes.
• Collaborate with Philly Families CAN Engagement Specialist on outreach for providers and families.
• Review data from electronic management system with Philly Families CAN team.
• Attend Philly Families CAN Steering Committee meetings.
• Conduct virtual and in-person outreach to families and to groups that serve families.
• Other duties as assigned.

Education

• Minimum: Bachelor of Arts.
• A strong history of relevant work experience may be substituted for educational requirements.

Skills/Experience

• At least 1-2 years of work experience linking families to essential services.
• At least 1-2 years as a home visitor, case manager, or community health worker preferred.  
• Genuine interest in family and child well-being issues in Philadelphia.
• Exceptional verbal and interpersonal communication skills.
• Experience in communicating with families and providers on the phone.
• An understanding of trauma; experience and training in providing trauma-informed care.
• Experience or knowledge of Philadelphia healthcare and social service sectors.
• Proficiency in multitasking: recording enrollment information while giving sincere attention and authentically engaging families/callers.
• Strong data entry and computer skills; proficient in Microsoft Windows, Word, Excel, and Outlook.
• Experience with digital enrollment software or ability to learn new technological tools swiftly and confidently.
• Experience working with ethnically, culturally, and sexually diverse individuals, communities, agencies, and organizations.
• Multi-lingual strongly preferred but not required. Spanish preferred.
• Comfort with or willingness to use language interpretation services.

WORK ENVIRONMENT

Standard office setting with extended periods at workstation and periodic use of office equipment.

This position is hybrid during this time with a minimum of two days’ work in the office. The Philly Families CAN Intake Coordinator must live in the Greater Philadelphia area.

POSITION TYPE AND WORK SCHEDULE  Full-time position, preferred hours are Monday through Friday 9:00 am to 5:00 pm. Some evening and weekend hours, as needed.

TRAVEL  Local travel to multiple sites and community meetings, as needed.

PHYSICAL DEMANDS  Ability to travel to external meetings, transport materials, routinely move equipment or supplies weighing up to 15 lbs.

PROOF OF COVID-19 VACCINATION REQUIREMENT  Proof of COVID-19 Vaccination must be produced upon hire.

SALARY AND BENEFITS  Salary range is between $48,000-55,000 annually and is commensurate with experience and qualifications.

Our employees are our most valuable resource, so we offer a competitive and comprehensive benefits package, which can include:

• Medical with vision benefits
• Dental insurance
• Flexible spending accounts
• Life, AD&D and long-term care insurance
• Short- and long-term disability insurance
• 403(b) Retirement Plan, with a company contribution
• Paid time off including vacation, sick, personal and holiday
• Employee Assistance Program

Eligibility and participation are handled consistent with the plan documents and HFP policy. 

Eligibility and participation are handled consistent with the plan documents and HFP policy. 

TO APPLY Resume and cover letter