Bilingual Intake Specialist III, (1503)

Description

ORGANIZATION OVERVIEW: At Catholic Charities of the Archdiocese of Washington, your knowledge and service in areas such as immigrants and refugees, mental health, social work, employment and adult education, legal and financial services, health care, food assistance, shelter and housing, developmental disabilities and prison outreach can make a profound difference in the lives of many. Through more than 50 programs across the district and five surrounding counties, Catholic Charities is opening doors to help and hope. At CCADW, we continue to build an inclusive culture that celebrates a diverse workforce. We offer so much more than just a job. We offer careers. We take pride in our “promote from within” culture. We offer professional development, a comprehensive benefits package, a hybrid work model with both remote and in-office work, and a passion for building and motivating world class, high performing teams. Explore your career opportunity with Catholic Charities. 

Join us in Inspiring Hope and Building Futures. 

JOB SUMMARY:  The Bilingual Intake Specialist serves as the primary point of entry for the Navigator Program, providing trauma-informed and culturally responsive intake, assessment, and navigation services. This role manages incoming referrals and the intake line, conducts initial client assessments, coordinates referrals to internal programs and community resources, and connects individuals to services that support community stability and well-being. The specialist maintains accurate client records and documentation to support continuous quality improvement efforts and collaborates with Catholic Charities programs and external partners to ensure timely, high-quality service delivery. 

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Client Intake, Screening & Navigation  

1. Manage the intake line and incoming referrals.
2. Apply established screening protocols and assessment tools to triage cases and assess urgency/risk; elevate complex or time-sensitive matters to the Sr. Program Manager as appropriate.    
3. Inform potential clients as to next steps, required documentation, and the contact information for the assigned Navigator.
4. Provide resource navigation services to meet clients' critical needs. 
5.  Initiate and track electronic referrals to internal and external partners utilizing the Newcomer Network referral form.

• Case Processing, Data Integrity & Compliance

1. Accurately enter and maintain client biographic, contact, and pre-screen data in CaseWorthy to ensure data integrity, confidentiality, and compliance with privacy standards (e.g., HIPAA and agency policies).
2. Produce weekly caseload/intake reports and monitor key performance indicators (KPIs) such as wait times, capacity, and changes in client needs.

• Client Communication & Service Coordination

1. Provide clear, empathetic communication to requests made by the CC Get Help Email, community / governmental partners, and Catholic Charities programs regarding the Navigator Program intake process and eligibility requirements.
2. Maintain current knowledge of Catholic Charities programs and trusted community providers; provide accurate referrals and contact information as needed.
3. Coordinate with the Sr. Program Manager on special-needs and high-priority cases; document safety, language, and accessibility considerations. 

• Administrative Operations

1. Participate in community outreach events to increase public awareness of Newcomer Network Services; participation may occur outside standard business hours, including evenings and occasional weekends.
2. Actively participate in team meetings and training; contribute to problem-solving, workflow optimization, and CQI efforts.
3. Assist with audit readiness (file accuracy, documentation completeness), reporting monthly outputs, quarterly outcomes and special projects.
4. Serve as third-level backup for the ILS Call Center, operating the center when Call Center staff and backup staff are unavailable. 

• Perform other duties as assigned.

Requirements

EDUCATION and EXPERIENCE:

• Bachelor’s degree.
• Three (3) years’ experience providing services to vulnerable populations.

SKILLS and COMPETENCIES:

• Bilingual in English and Spanish with oral and written communication skills in both languages.
• Skills in the use of computers, preferably a PC, Windows-based operating environment, and MS Office products. 

Benefits Package: 

• Robust Professional development and training opportunities 
• Medical, prescriptions, dental and vision insurance
• Retirement savings plan with company match
• Company-paid and supplemental life insurance
• Short Term/ Long Term disability
• Group Life Insurance and AD&D
• Other Volunteer Insurance Benefits
• Flexible spending accounts
• Paid vacation, sick and personal leave
• 11 paid holidays
• Tuition reimbursement
• Employee referral bonus program 
• Parenting leave 
• Pet’s Insurance 

Work Schedule: Monday - Friday, 8:30 AM - 5:00 PM