Client Experience Coordinator Jobs in Rochester, NY

Position Summary

East House is a dedicated non-profit organization committed to supporting individuals on their journey to recovery. We provide comprehensive services, including residential support, counseling, peer support and community outreach to empower individuals to overcome mental health and substance use disorders and lead fulfilling lives. Our mission is to foster a supportive environment that promotes healing and long-term recovery, while upholding our humanistic, optimistic, progressive, and collaborative values rooted in integrity.

The Intake Coordinator evaluates and coordinates admissions for referred individuals, serving as the primary liaison to referral sources from initial inquiry through placement. The incumbent screens referrals, conducts assessments and Admission Safety Reviews, communicates decisions, and coordinates timely placement to support occupancy goals while maintaining complete, compliant documentation to regulatory, funder, and agency standards. The Intake Coordinator partners with program staff and community providers to keep referral flow efficient and the intake experience client centered.

In compliance with NYS's Pay Transparency Act, the salary range for this position is listed above. East House considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources.

Responsibilities

Residents Appropriate for Services

· Serves as liaison to referral sources and responds to general inquiries regarding referrals.

· Screens referrals.

· Assesses and evaluates individuals who are referred to determine their appropriateness for admission.

· Coordinates Admission Safety Reviews of clients who meet risk criteria.

· Prepares summaries of client evaluations.

· Communicates outcome of admission decision to referral sources and referred individuals.

· Coordinates placement in appropriate unit for individuals who have been accepted for admission.

Occupancy Goals Met

· Provides outreach and information to potential referral sources about East House services.

· Coordinates flow of referrals and evaluations to maximize the utilization of beds.

· Reports on the status of referrals, referral trends and other information regarding service utilization with other agency staff and community service providers.

Documentation Standards Met

· Maintains documentation to the standards defined by regulators, funders and East House policies and procedures.

Note: This job description may not cover all job duties and is subject to change without notice. Job duties, responsibilities, and/or activities may change at any time with or without notice.

Reasonable Accommodation

East House provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, please contact the Human Resources office at 585-238-4800 or email your request to HRTeam@easthouse.org. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

EEO Statement

East House provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability, or any other protected statuses in its hiring, promotions, and other employment activities.

Qualifications

Preferred Skills/Abilities

• Demonstrated ability to provide comprehensive assessment and evaluations of persons with diverse psychiatric and/or chemical dependency diagnoses who are referred for residential recovery services.
• Knowledge of Monroe County mental health, substance use and/or residential service systems preferred.
• Basic Computer Literacy as evidenced by the ability to go online and conduct basic searches on the Internet, check his/her email account, create and send email with an attachment and use simple email features. Can open spreadsheets and word processing documents to read and make simple edits.
• Basic Microsoft Word skills as evidenced by the ability to produce basic business letters and simple tables and charts; as well as check spelling, set tabs, change page orientation, sort, save, open and organize electronic files.
• Experience using multiple database programs required.

Required Education and Experience

• Bachelor’s degree in human service-related field and 2 years paid human service experience, or equivalent combination of education and experience.
• Bachelor’s degree in human service-related field and 3-5 years paid human service experience, or equivalent combination of education and experience needed for Sr. Intake Coordinator.
• Must be a QHP as defined by OASAS and/or OMH Operating Regulations. (CASAC, LMHC, LMSW).

COMPETENCIES

Alignment with East House Values

· Humanistic, Collaborative, Optimistic, Progressive, Integrity.

· Represents the organization professionally and aligns with its mission.

· Performs work with integrity and in compliance with established processes, procedures, and regulations.

Accountability

· Takes responsibility for all work activities and personal actions.

· Follows through on commitments; implements decisions that have been agreed upon.

· Maintains confidentiality with sensitive information.

· Acknowledges and learns from mistakes without blaming others.

· Recognizes the impact of one’s behavior on others.

Commitment to Belonging, Respect, and Building a Supportive Community

· Values and appreciates the unique backgrounds, experiences, and perspectives of every individual.

· Actively includes others in conversations and decision-making, fostering connections by learning about others' interests, and celebrating achievements to make individuals feel valued.

· Listening without judgment, communicating and interacting politely and civilly, and acknowledging others' contributions to show appreciation and build trust.

· Offering help, encouraging collaboration, and creating safe spaces where everyone feels comfortable sharing ideas and concerns.

Working Conditions/Work Environment

• Traditional office or household environment.
• Occasionally subjected to pressure due to time demands.
• Position requires frequent travel in Monroe County and some in the surrounding counties.

Physical/Mental Demands

• Job frequently requires sitting, handling objects and paperwork, work with a computer and communicating with others both verbally and in written format.
• Job involves occasional lifting of up to 30 lbs., walking, standing and reaching.
• Finger dexterity to a level that allows the ability to operate a telephone and computer keyboard.
• Hearing needed to a level that enables one to hear normal conversation.
• Visual requirements to the level of being able to read documents and a computer screen.
• Ability to read and interpret policies, procedures and various other information.
• Ability to maintain emotional control under stressful situations.