Crisis Intake Assistant

Company Overview

The Community Action Agency of Delaware County, Inc. (CAADC) has been dedicated to serving the needs of Delaware County’s economically disadvantaged residents for over four decades. As a trusted non-profit organization, CAADC offers a wide range of social services aimed at fostering self-sufficiency and strengthening the community through innovative programs and community collaborations.

Position Summary:

This temporary position supports CAADC’s Emergency No Heat Program by receiving and tracking referrals, assisting with intake and ownership verification, entering accurate information in designated systems, coordinating the dispatch of approved vendors, and following up to document service outcomes. The position maintains complete records and assists with reports for assigned program reporting periods.

Primary Duties and Responsibilities:

• Receive and log Emergency No Heat referrals from clients, agency staff, utilities, community partners, and other approved referral sources.
• Review referrals for completeness and contact clients or referral sources to obtain missing information and explain next steps.
• Verify property ownership using available deed and property records; document the verification and request additional proof or escalate discrepancies as needed.
• Enter and update referral, client, property, eligibility, vendor, service, and outcome information in the correct program systems and tracking tools, maintaining accuracy and confidentiality.
• Route referrals for required eligibility review and authorization, and dispatch an approved vendor only after the referral is approved and in accordance with program procedures.
• Provide approved vendors with the information needed to coordinate service, including the client’s contact information, property details, approved work, and access instructions.
• Follow up on dispatched referrals with clients and vendors to check scheduling, service status, completion, and unresolved issues; record each follow-up and escalate delays or concerns.
• Respond to client and partner questions and provide timely updates about referral status, while directing eligibility or program decisions to the appropriate staff.
• Maintain organized referral records and supporting documentation, including ownership verification, approvals, dispatch details, communications, and service outcomes.
• Prepare or assist with reports covering assigned program reporting periods, including referral volume, dispatches, completed services, pending referrals, and other requested program information.
• Participate in staff meetings and training related to Emergency No Heat procedures, systems, and reporting.
• Provide backup to other staff and perform other duties as assigned.

Position Objectives:

• Process and document referrals accurately and promptly.
• Verify ownership and route referrals through required review and approval steps before vendor dispatch.
• Coordinate timely vendor dispatch and follow-up, keeping clients informed and documenting outcomes.
• Maintain complete, confidential records and submit accurate reports by assigned deadlines.
• Provide respectful, responsive service to clients and program partners.

Qualifications:

A High School diploma or equivalent is required. An Associate’s Degree or coursework in Human Services, Business, or Office Administration is preferred. Relevant experience in customer service, program intake, clerical support, or data entry is desirable.

The person in this position must demonstrate strong organizational skills and the ability to manage multiple referrals and deadlines. The individual must be comfortable using computer systems and common office software, including Word and Excel, and must be able to enter and maintain accurate records. Excellent written and oral communication, sound judgment, attention to detail, and the ability to work respectfully with people from diverse cultural and socio-economic backgrounds are required. The employee must protect confidential client information and follow program procedures when handling eligibility, ownership, approvals, and vendor dispatch.

Physical Demands:

This position is primarily office-based and requires regular sitting, computer and telephone use, and communication with clients and vendors. Occasional travel to client residences may require walking and standing. The employee may occasionally lift or move up to 15 pounds.

Work Location/Environment:

Most work for this position takes place at the CAADC office:

1414 Meetinghouse Road

Boothwyn, PA 19061

This position may involve occasional travel to client residences, vendor locations, and other worksites in counties served by CAADC, including Delaware, Chester, Lancaster, Lebanon, Montgomery, Cumberland, and Dauphin.

Pay: $18.00 - $20.00 per hour

Expected hours: 22.5 – 29.5 per week

Work Location: In person