Intake and Consumer Services Coordinator

    • Job Tracking ID: 512507-746053
    • Job Location: Milwaukee, WI
    • Job Level: Mid Career (2+ years)
    • Level of Education: 2 year degree
    • Job Type: Full-Time/Regular
    • Date Updated: January 14, 2021
    • Years of Experience: 2 - 5 Years
    • Starting Date: February 1, 2021
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Job Description:


Be Part of a Great Team!

Independence First is looking for awesome people to join our team!

You are just the person to join our growing team if you are...

  • * Looking for an Excellent Benefits Package
  • * Passionate About Helping Others
  • * Prefer Bilingual in English, Spanish, Hmong or Arabic (Not required)

Benefits include:

  • * 12 sick days, 13 vacation days and an additional 10 paid holidays a year
  • * Employer paid Dental, Life Insurance (twice annual salary), AD&D, Short and Long Term Disability
  • * Health Insurance Benefits (partially employer paid, depending on coverage)
  • * Low-cost Vision Insurance
  • * Employer-matched 403(b) Retirement Account
  • * Fitness Center On-site
  • * Annual Health Risk Assessment
  • * Annual Flu Shot
  • * Comprehensive Wellness Program
  • * Tuition Reimbursement Program




I. Position: Intake and Consumer Services Coordinator


II. Status: Full Time, Hourly


III. Reports to: PASProgram Manager, Personal Assistance Services ("PAS")


IV. Position Summary:

Responsible for PAS consumer Intakes and Referrals. Assists with the coordination of consumer services.


Oversight of consumer intake and referral processes, PCW Availability (pool) list and implementation of ongoing PCW training. Oversight of Attendant Referral Program. Responsible for conducting the skills assessments for Personal Care Workers ("PCWs"), responsible for the overall development and implementation of activities, seminars, surveys and resources that offer support for PCWs. Participate in activities related to the promotion of the PAS program to include recruitment of PCWs at job fairs, informational booths as required.


V. Position Expected Hours of Work: This is a Full-Time position. Days and hours of work are Monday through Friday, 8:00 am to 4:30 pm. Occasional evenings and weekends.


VI. Essential Functions of the Position:

  1. Responsible for consumer intakes and referrals including verification of eligibility, both phone and in person, maintaining confidentiality and respect to consumer needs. Ability to triage for appropriateness for PAS services.
  2. Responsible for conducting interviews of the skills assessment for new PCW applicants and Availability List (pool) PCWs at time of interview, working in close collaboration with PCW HR Hiring Coordinator.
  3. Assists in determining the level of competency of a PCW and conducts individualized or group training on personal care competencies as needed.
  4. Responsible for the PCW Availability (pool) process for processing of applications to hire, maintaining a solid and effective PCW pool list and assignment of PCWs to PAS consumers working in close collaboration with PAS HR Team.
  5. Responsible for the development and implementation of ongoing resources for our personal care workers (to include surveys, seminars, support group activities, recognition, etc.)
  6. Oversees the development and implementation of training programs for PCWs including monthly in-services, in the training etc.
  7. Manages the onboarding process of skills assessments and training of the PCW general pool and PCW Availability list, includes recruitment, consumer service.
  8. Complete required documentation in PAS databases; complete reports on related activities and outcomes as designated.
  9. Actively participate in the PAS Coordination team meetings and other meetings as requested.


  1. VII. Work Environment
    1. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

Experience and Skills:

I. Professional Qualifications

  1. Degree in a related field or equivalent work experience.
  2. CNA-level experience required.
  3. 1-2 years of experience in project development and management as well as demonstrated success in reaching set outcomes.
  4. Demonstrated training and experience in determining Activities of Daily Living ("ADL") competency levels a must.
  5. Personal Care, Home Health or other relevant experience a must.
  6. Knowledge base of personal cares: ADL’s and IADLs and ability to assess and to provide training of this knowledge required.
  7. Must have a firm belief in consumer control, the independent living philosophy and our agency Vision Statement.
  8. Ability to communicate effectively and professionally, including speaking, writing, listening and relationship building.
  9. Strong time management, organization and prioritization skills.
  10. Attention to detail and accuracy a must.
  11. Excellent customer service skills
  12. Strong analytical problem solving and critical thinking skills.
  13. Ability to work both independently and cooperatively as part of a team with minimal supervision.
  14. Flexibility in the work environment and willingness and ability to adapt to changing departmental/agency needs.
  15. Positive attitude and professional approach to work.
  16. Knowledge of community based resources, intake and referral experience desired.
  17. Ability to handle confidential information and confrontational situations.
  18. Ability to effectively listen to concerns of workers and consumers and problem solve for an equitable resolution.
  19. Must be able to visit homes that may or may not be accessible.
  20. Knowledge of Medicaid, Managed Care, Family Care, IRIS desired
  21. Demonstrated Computer and software skills required; proficiency with Microsoft office.