Client Intake (Veteran Services) in Wilmington, Delaware at Veterans Multi-Service Center, Inc.

Veterans Multi-Service Center (VMC) is a leading non-profit organization dedicated to serving veterans and their families. We provide a comprehensive range of services designed to empower veterans to overcome challenges, achieve their goals, and thrive in their communities.

VMC is committed to fostering a workplace culture where diverse voices are respected and valued, ensuring a safe and inclusive environment for all employees. We utilize data-driven strategies to demonstrate how our workforce consistently prioritizes and delivers quality client service from program entry through to exit, aligning directly with our mission to serve veterans and their families.

Position Overview:

The Client Intake Coordinator is responsible for ensuring smooth and professional intake experience for individuals seeking assistance through the SSVF program. The primary responsibilities of Client Intake is to gather basic information from callers and to connect to appropriate VMC staff or other agencies. This role serves as the first point of contact for clients visiting or calling the SSVF office and plays a critical role in the initial screening and intake process, maintaining accurate documentation and providing administrative support to the case management and program teams.

Key Responsibilities:

• Act as the initial point of contact for Veterans seeking assistance, providing clear information about available services.
• Maintain confidentiality and professionalism when handling sensitive client data.
• Ensure all intake documentation is completed accurately and in a timely manner.
• Collaborate with case managers, program managers, and support staff to ensure smooth program entry for eligible clients.
• Monitor office supplies and maintain cleanliness and organization of common spaces.
• Ensure consistent availability and responsiveness during scheduled business hours.
• Additional Duties as assigned by supervisor or her/his designate.

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree in human services, social work, or a related field preferred.
• Minimum of 1–2 years’ experience in a front desk, customer service, administrative, or intake role within a nonprofit or social services setting.
• Knowledge of veteran services or housing programs is preferred.
• Strong organizational, interpersonal, and communication skills.
• Proficient in Microsoft Office Suite (Word, Outlook, Excel).
• Ability to work independently, prioritize tasks, and manage time effectively.
• Demonstrated ability to handle confidential information with discretion.
• Reliable transportation and valid driver’s license preferred.

Core Competencies & Capabilities

• Analytical Skills and Mindfulness: Gather and interpret data to identify trends, patterns, and insights that inform effective decision-making. Ensure a high standard of quality, accuracy, and precision in all tasks.
• Collaboration and Teamwork: Build positive, effective working relationships with colleagues, participants, and stakeholders. Contribute to team goals while recognizing and valuing the unique strengths of others.
• Communication: Demonstrate the ability to communicate effectively, both verbally and in writing, across all levels of the organization. Maintain a friendly and positive demeanor when engaging with veterans, families, staff, and the public.
• Creativity and Initiative: Act decisively without prompting, demonstrating a proactive approach to work and a willingness to embrace additional responsibilities. Generate innovative solutions to complex problems or organizational challenges.
• Critical Thinking and Problem Solving: Evaluate information and situations logically to identify key issues and consider alternatives. Effectively set work priorities and develop reasoning-based solutions to achieve desired outcomes.
• Ethics, Boundaries, and Composure: Uphold the highest ethical standards and maintain professional boundaries in all interactions. Remain calm and maintain self-control during difficult circumstances or emergencies.
• Computer Proficiency: Maintain a working knowledge of Microsoft Office software (Word, Excel, Outlook) to support administrative and programmatic functions.
• Organization and File Management: Manage multiple assignments simultaneously while maintaining thorough, accurate files and contract documentation. Ensure data integrity in alignment with grant-related funding requirements.
• Case Management & Resource Navigation: Demonstrate specialized knowledge of case management services and community resources. Maintain expertise in Federal, State, and local assistance programs, including housing, utilities, and disability benefits.