Intake Service Coordinator I at Step-Up on 2nd Street – San Bernardino, California
Explore Related Opportunities
About This Position
Intake Service Coordinator I – Community Supports ILOS
JOB TITLE: Intake Service Coordinator I
REPORTS TO: Program Manager, CS Program
HOURS: 8:00AM-4:30PM Monday-Friday
CLASSIFICATION: Non-Exempt
EQUISITION NUMBER:
SUMMARY: Community Supports-ILOS is funded through California Advancing and Innovating Medi-Cal (Cal-Aim). Community Supports are non-medical, community-based services designed to address health-related social needs, such as housing, nutrition, and daily living assistance. These services aim to help individuals live independently, improve their health, and avoid higher-cost care. This is a program that coordinates care by utilizing a person-centered approach to maximizing individual’s health and life trajectory. All potential Community Supports-ILOS members must be enrolled in a Managed Care program of either Inland Empire Health Plan (IEHP), or Molina Healthcare. The Intake Service Coordinator is responsible for managing the intake, screening, and enrollment process for eligible members referred to CalAIM Community Supports programs, including Housing Navigation Services, Housing Deposits Services, and Housing Tenancy & Sustaining Services. This role ensures timely access to services, accurate documentation, and compliance with state, payer, and organizational requirements. The Intake Service Coordinator serves as the first point of contact and plays a critical role in member engagement and care coordination.
The Intake Services Coordinator will work and report directly to the Program Managers under the direction of Director of Cal-Aim. In the future this position may turn into a Service Coordinator I, Generalist depending on work needs.
· Generous paid time off (13 paid holidays, 10 days of EPTO, 12 sick days).
DUTIES: The following reflects essential functions for this job but does not restrict other tasks which may be assigned:
- Under the supervision of the Program Managers, Intake Service Coordinator I, is responsible for working effectively with and as part of the program to provide high quality, effective care management to the health plan’s members, and provide interventions as outlined in CalAIM resource guide to support Medi-Cal’s managed care plans. The Intake Service Coordinator will provide primarily field-based services including outreach and engagement, housing navigation and transition services, housing deposits, housing tenancy and sustaining services coordination of care, resource
linkages, and working with other professionals and organizations in the community to ensure quality of care for members.
Direct Service and Support
- Serve as the primary intake point of contact for referrals from MCPs (IEHP and Molina) providers, and community partners.
- Conduct initial screenings to determine eligibility for:
o Housing Navigation Services o Housing Deposits Services o Housing Tenancy & Sustaining Services
- Complete intake assessments, including housing status, risk factors, and service needs.
- Engage members using trauma-informed, culturally responsive, and person-centered approaches.
- Provide program orientation and explain available Community Supports services and expectations.
- Coordinate with internal service teams to assign members to appropriate Service Coordinators.
- Facilitate warm handoffs to housing staff and ensure continuity of care.
- Maintain communication with MCPs and referral sources regarding intake status and outcomes.
- Identify urgent needs (e.g., homelessness, eviction risk) and prioritize expedited service linkage.
- Support members in completing required forms, consents, and enrollment documentation.
- Provide advocacy on behalf of ILOS-CS Members in the home, the community, and in provider organizations. May transport and attend any appointments to ensure successful completion of and outcomes of each goal.
- Assisting with benefit advocacy, including assistance with obtaining necessary documentation to apply for Social Security and supporting the Social Security/SSI application process.
- Participate in all formal and informal training required by Step Up and external partners.
- Model the highest ethical behavior in relationship with co-workers, supervisor, members, provider, and colleagues in the community and within Step Up’s ILOS-CS.
- Build and maintain a positive working relationship with members by providing fieldbased, in-person services, and engaging with community partners.
- Additional coordination with other entities to ensure the member has access to support needed for successful tenancy.
- Participate in staff meetings, training, individual supervisions, and other activities as needed.
- Any other duties as required to ensure ILOS-CS operations are successful.
Documentation and Data Collection
- Complete and become proficient in each Healthcare Plan’s Electronic Health Records to ensure documentation is accurate and in compliance with regulatory requirements and accreditation standards.
- Maintain documentation for each member activities (contact, engagements, etc.) as instructed and within the program timelines (within 48 hours, weekly, monthly, and quarterly).
- Keep an accurate and up to date calendar to reflect daily schedule.
- Track referrals, intakes, and enrollments timelines to ensure compliance with contractual turnaround times.
- Collect and enter demographic, housing and service data for reporting and billing purposes into Welligent.
- Participate in audits and quality assurance activities to ensure data accuracy and compliance.
- Ensure the privacy and security of the PHI as outlined in Step Up’s policies and procedures relating to HIPAA complaints including attending annual compliance training.
SKILLS: Strong organizational and time management skills. Excellent interpersonal and engagement skills. Knowledge of trauma-informed care and harm reduction principles. Ability to manage high-volume referrals and meet deadlines. Proficiency in EHR systems (Welligent) and Microsoft Office Suite. Strong attention to detail and documentation accuracy. Able to sufficiently engage members and providers in a variety of settings such as on the phone, at Member’s homes, streets if homeless, in hospitals and other health settings. Ability to develop relationships with community members and leaders, including in the faith-based community.
Understanding of and sensitivity to mental health conditions and addictive disorders. Understanding of and sensitivity to multi- cultural communities. Awareness of the impact of unmitigated bias, and judgement on health; a commitment to addressing both. Bilingual (English Spanish preferred). Understanding of, and a commitment to, high preforming team practices.
QUALIFICATIONS:
Minimum of two (2) years’ experience working in social services (e.g. program intake and engagement, motivational interviewing practices, evaluation and reporting, systems tracking, case management experience with individuals who have experienced homelessness and have been diagnosed with a mental illness. A valid California driver’s license and clean driving record. A reliable vehicle and valid automobile insurance is mandatory, as automobile travel is required in the Inland Empire either by personal or company vehicle. Step Up will verify these requirements. A clean report Department of Justice background check.
SUPPLEMENTAL INFORMATION: Work with people experiencing homelessness whether on the streets, in shelters or other places of inhabitation or services, may present inherent challenges and difficulties such as: exposure to bed bugs or other infestations, unpleasant smells or odors, individuals who may have poor hygiene or unclean homes due to homelessness, mental health symptoms, or poverty. Additionally, in working with our members, employees may encounter instances of profanity, sexually explicit or derogatory language, or verbal or physical expressions of anger and trauma. Very rarely do these situations ever escalate to physical contact, and negative or derogatory communication patterns can often be negotiated successfully. All direct care staff are provided adequate training to develop skills to deescalate crisis situations that may arise and Step Up has established procedural safeguards for all employees to mitigate (but not eliminate) these inherent risks of employment.
Please Note: This position is part of the Service Employees International Union (SEIU721) Bargaining Unit
PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is regularly required to sit; use hands and fingers; handle or feel; reach with hands and arms; talk; and hear. The employee is frequently required to walk, balance, stoop, kneel, and/or crouch. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Keyboard data entry required.
Step Up utilizes the principles of trauma-informed care and mental health recovery. These principles inform our Core Values of Hope, Wellness, Voice and Choice, Respect, and
Collaborative Relationships. As representatives of Step Up, employees agree to adhere to these values in their interactions with members, colleagues, supervisors, and associated community members.
STEP UP CORE VALUES
HOPE – We believe all people have the capacity for positive growth and change. We use hope to inspire and motivate ourselves, our members, our colleagues, and our community.
WELLNESS – We believe in promoting a culture that supports healthy and fulfilling lives. We use a supportive environment to foster well-being for ourselves, our members, our colleagues, and our community.
VOICE AND CHOICE – We believe in the right to choose and be heard. We use voice and choice to create meaningful outcomes and empowerment for ourselves, our members, our colleagues, and our community.
RESPECT – We believe in promoting interactions that are non-judgmental, transparent. We use respect to guide all of our words and actions with ourselves, our members, our colleagues, and our community.
COLLABORATIVE RELATIONSHIPS – We believe in forming partnerships to share resources, knowledge, and experiences. We use collaborative relationships to strengthen accomplishments for ourselves, our members, our colleagues, and our community.
Step Up provides equal employment opportunities without regard to age, ancestry, color, creed, mental or physical disability, marital status, medical condition, national origin, race, religion, sex, sexual orientation, veteran status, or any other consideration made unlawful by federal, state, or local laws.
STEP UP IS AN EQUAL OPPORTUNITY EMPLOYER