Intake Specialist in Richmond, Virginia at Laine Federal Solutions

The Intake Specialist serves as the first point of contact for all prospective participants entering the Capital Region Workforce Development Program. This role is responsible for monitoring the MyOneFlow application queue throughout the full business day, conducting initial eligibility screening, processing WIOA enrollment documentation, verifying supporting documents, and ensuring all new participants are fully enrolled within the program’s two-day intake standard. The Intake Specialist plays a critical role in maintaining the program’s enrollment pipeline — ensuring that no applicant falls through the cracks and that every qualified individual is smoothly transitioned to a Case Manager for career planning and service delivery.

Essential Duties and Responsibilities
Application Monitoring and Queue Management
• Monitor the MyOneFlow application queue continuously throughout the full eight-hour business day, ensuring no applications are missed, overlooked, or delayed beyond the two-day enrollment window.
• Review incoming applications for completeness and contact applicants promptly to schedule intake appointments or request any missing documentation.
• Maintain a daily log of all incoming applications, their processing status, and completion timelines, providing the Program Manager with real-time pipeline visibility.
• Escalate queue backlogs, system outages, or unusual volume spikes to the Program Manager immediately to prevent enrollment delays.
• Manage walk-in traffic at the Henrico and Chesterfield locations, providing program information and initiating the intake process for prospective participants who present in person.
Eligibility Determination and WIOA Enrollment
• Conduct initial eligibility screening for WIOA Adult and Dislocated Worker programs, applying federal and state eligibility criteria accurately and consistently.
• Collect, verify, and process all required enrollment documentation including government-issued identification, residency verification, income documentation, selective service registration, employment history, and any program-specific eligibility materials.
• Assist applicants who cannot complete the MyOneFlow process independently, including in-person support in the resource room, accepting documents via data stick or other media, and performing back-end uploads on behalf of the participant.
• Process enrollment in both the MyOneFlow system and the state reporting site, navigating the dual-system workflow accurately until integration with Virginia Workforce Connection is completed.
• Complete full enrollment within two (2) business days of initial application receipt, meeting the program’s intake performance standard with zero missed or expired applications.
• Determine and document WIOA priority of service designations, including veteran status, low-income status, and basic skills deficiency, as part of the eligibility process.
Participant Handoff and Case Assignment Support
• Prepare completed enrollment files with all verified documentation and package them for handoff to the Program Manager for case assignment to the appropriate Case Manager.
• Update the shared pipeline spreadsheet to reflect each newly enrolled participant’s status, preferred service location, training interests, and readiness for case assignment.
• Communicate relevant participant information identified during intake — barriers, expressed career interests, scheduling constraints, transportation limitations, childcare needs — to the receiving Case Manager to support a warm, informed handoff.
• Coordinate with the Program Manager on caseload balancing, flagging when enrollment volume is concentrated at specific locations or when a particular Case Manager’s caseload is approaching capacity.
• Follow up with applicants who began but did not complete the intake process, conducting re-engagement outreach within 48 hours to recover potential enrollments.
Documentation, Compliance, and Data Integrity
• Maintain all intake and eligibility documentation in VOSS and MyOneFlow with accuracy and completeness that meets internal and external audit standards.
• Ensure all enrollment records include proper activity codes, eligibility determinations, priority of service designations, and supporting documents as required by WIOA regulations.
• Participate in file reviews conducted by the Quality Auditor and Program Manager, and promptly correct any intake-related documentation deficiencies identified during audits.
• Track enrollment volume against the program’s target of 400 minimum customers served per contract period, reporting monthly enrollment totals and pipeline status to the Program Manager.
• Maintain confidentiality of all participant personal information in compliance with federal and state privacy requirements.
Customer Service and Program Representation
• Serve as the welcoming first point of contact for all prospective participants, providing a professional, supportive, and informative initial experience with the program.
• Explain program services, available training opportunities, the enrollment process, and estimated timelines clearly to prospective participants, walk-in visitors, and phone inquiries.
• Respond to participant inquiries and any complaints during the intake process professionally and promptly; complaints made directly to CRWP require an initial response within 2 business days.
• Coordinate with partner programs (TANF, SNAP, veteran services, reentry programs, community action agencies) to accept, process, and track referrals efficiently.
• Assist with community outreach events, job fairs, and program information sessions as directed by the Program Manager.
• Provide resource room support, including helping participants with basic computer skills, resume uploads, and navigating online application systems.
 
Minimum Qualifications
• Associate’s degree in human services, public administration, business, or a related field (or equivalent combination of education and experience). Bachelor’s degree preferred.
• Minimum of one (1) year of experience in intake processing, eligibility determination, enrollment, customer service, or administrative support in a social services, workforce development, or government program setting.
• Experience working with documentation-intensive processes requiring strong attention to detail and accuracy under time constraints.
• Proficiency with computer systems, including Microsoft Office Suite, and the ability to learn MyOneFlow, VOSS, and state enrollment platforms quickly.
• Strong interpersonal and communication skills with the ability to work effectively with diverse populations, including individuals facing significant employment barriers.
• Ability to manage multiple tasks simultaneously while maintaining accuracy and meeting deadlines.
• Valid driver’s license and ability to travel to satellite offices (Chesterfield, Turner Road, Cedar Fork, Radford) as needed.
Preferred Qualifications
• Experience with WIOA eligibility requirements and federal program enrollment processes.
• Familiarity with MyOneFlow, VOSS, Virginia Workforce Connection, or similar workforce development data systems.
• Prior experience in workforce development, Goodwill, community action agency, or Department of Social Services intake roles.
• Bilingual English/Spanish or other language skills relevant to the Capital Region service population.
• Experience processing referrals from TANF, SNAP, veteran services, or reentry programs.
• Experience providing resource room or computer lab support to job-seeking populations.
Work Environment and Physical Requirements
• Office-based position with extended periods of computer use (8 hours/day monitoring the MyOneFlow queue).
• Regular interaction with the public, including walk-in participants and partner agency staff.
• Occasional travel to satellite workforce center locations within the Capital Region service area.
• Ability to sit for extended periods and perform repetitive data entry tasks with sustained attention to detail.
Performance Expectations
The Intake Specialist is expected to meet or exceed the following standards:
• Process 100% of new applications within the two-day enrollment standard, with zero missed or expired applications in the MyOneFlow queue.
• Contribute to the program’s minimum 400-customer service volume by maintaining a consistent, uninterrupted enrollment pipeline throughout the contract year.
• Maintain 100% documentation accuracy on eligibility determinations, with zero audit findings attributable to intake-stage errors.
• Achieve a positive first-impression experience for all prospective participants; zero validated intake-related complaints per month. Three (3) or more validated customer complaints in any single month triggers a performance improvement plan.
• Complete warm handoffs to Case Managers within 24 hours of enrollment completion, with all relevant participant information communicated.
• Maintain daily pipeline reporting accuracy, ensuring the Program Manager has real-time visibility into enrollment volume and status.
Benefits & Perks
As part of the Laine Federal Education team, you will be eligible for:
• 10 Days of Paid Time Off, including your birthday off.
• 10 Paid Company Holidays.
• Health Insurance – including medical and vision coverage.
• 401(k) Retirement Plan.
• Professional development and training opportunities.

Laine Federal Education is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.