Client Intake & Referral Coordinator

Position summary

The Client Intake & Referral Coordinator provides an organized and considerate first point of contact for the Credit & Financial Counseling division. Reporting to the Director of Client Services, you will explain available services using approved information, collect the details needed for intake and help clients reach the appropriate appointment or referral. Your work will reduce confusion and ensure requests are followed through rather than lost between teams.

This is a coordination role with clear boundaries. You will not make counseling judgments or provide financial, legal or credit-repair advice. Instead, you will recognize when a question requires a counselor or qualified specialist, use the agreed escalation process and keep clients informed of the next step. Careful records and restrained collection of personal information are central to the position.

Responsibilities

• Respond to inquiries with approved explanations of service scope, intake steps and available appointment options.
• Collect required intake information and consent through authorized systems, avoiding unnecessary sensitive details.
• Schedule appointments and send clear confirmations, preparation instructions and reminders.
• Route client needs to the appropriate staff member using defined criteria and escalate ambiguous or urgent service concerns.
• Maintain an approved referral directory with current contact details, service descriptions and review dates.
• Coordinate consent-based referrals and record whether the handoff was completed or requires further follow-up.
• Keep intake and scheduling records accurate and communicate missing information without making eligibility or counseling determinations beyond assigned authority.
• Report recurring access barriers, scheduling delays and unanswered questions to the Director of Client Services.

Required qualifications

• Experience in client intake, appointment coordination, administrative support or a related service role.
• Clear and respectful written and verbal communication, including conversations with people under financial stress.
• Ability to manage schedules, follow a documented process and maintain accurate records.
• Careful handling of personal information and willingness to complete role-specific privacy and service training.
• Sound judgment about when to refer a question to a counselor or supervisor.

Preferred qualifications

• Experience supporting a counseling, education or community-service program.
• Familiarity with case-management or appointment systems.
• Experience maintaining a referral network or coordinating service handoffs.

Measures of success

• Clients receive understandable intake instructions and timely scheduling updates.
• Required records and consent are complete without unnecessary information collection.
• Referrals and unresolved inquiries have clear owners and documented follow-up.

First 90 days

Learn the division's approved services, intake criteria and escalation contacts. Complete relevant training and practice common inquiry and referral scenarios with the Director of Client Services. Check the referral directory, establish a reliable appointment follow-up routine and review early records for completeness, then recommend improvements to any steps that repeatedly confuse clients or delay access.

Compensation

Proposed annual base salary of $46,000–$62,000 USD. The final offer will reflect relevant experience, qualifications and the agreed scope of the position, subject to approval. This range covers base pay only; any incentive compensation or benefits would be specified separately in an employment offer.

What to include in your application

Describe how you have organized client inquiries, appointments or referrals while protecting personal information. Explain how you recognized and escalated a question outside your role.