Bilingual Intake Specialist (ILS), (1547)

Description

ORGANIZATION OVERVIEW: At Catholic Charities of the Archdiocese of Washington, your knowledge and service in areas such as immigrants and refugees, mental health, social work, employment and adult education, legal and financial services, health care, food assistance, shelter and housing, developmental disabilities and prison outreach can make a profound difference in the lives of many. Through more than 50 programs across the district and five surrounding counties, Catholic Charities is opening doors to help and hope. At CCADW, we continue to build an inclusive culture that celebrates a diverse workforce. We offer so much more than just a job. We offer careers. We take pride in our “promote from within” culture. We offer professional development, a comprehensive benefits package, and a passion for building and motivating world class, high performing teams. Explore your career opportunity with Catholic Charities. Join us in Inspiring Hope and Building Futures.

JOB SUMMARY: The Bilingual Intake Specialist serves as the front door to Catholic Charities’ Immigration Legal Services (ILS) program, providing trauma-informed, culturally responsive intake, triage, and navigation for individuals seeking immigration legal assistance and related wraparound services. This role manages the intake line and incoming referrals, schedules appointments, coordinates cross-program referrals, maintains clients’ electronic data and documentation, collects payment and fee-waiver documentation, and supports continuous quality improvement (CQI). The specialist partners closely with programs across Catholic Charities and community partners to ensure clients receive timely, accurate services aligned with agency standards and regulatory requirements. 

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Client Intake, Screening & Navigation

1. Manage the intake line and incoming referrals.
2. Apply established screening protocols and assessment tools to triage cases, assess urgency/risk, and schedule consultations; elevate complex or time-sensitive matters to the Sr. Director of Immigration Legal Services as appropriate.
3. Inform potential clients as to next steps, program fees, required documents and appointment date/time; Assist clients, as needed, with completing the intake form and payment of fees.
4. If a fee waiver is requested, provide supporting documentation to the Senior Director for review and approval of the fee waiver.
5. Initiate and track electronic referrals to internal and external partners utilizing the newcomer network referral form and information and referral form to ensure timely referrals.

• Case Processing, Data Integrity & Compliance

1. Accurately enter and maintain client biographic, contact, and prescreen data in legal server, consultation tracker, and online scheduling platform to ensure data integrity, confidentiality, and compliance with privacy standards (e.g., HIPAA and agency policies).
2. Produce weekly caseload/intake reports, monitor key performance indicators (KPIs) such as wait times and no-show rates, and identify bottlenecks with recommendations for process improvements.

• Client Communication & Service Coordination

1. Provide clear, empathetic communication to requests made by the CC Get Help Email, community / governmental partners, and Catholic Charities programs regarding the ILS intake process and eligibility requirements.
2. Maintain current knowledge of Catholic Charities programs and trusted community providers; provide accurate referrals and contact information as needed.
3. Responsible for scheduling consultations, delivering reminders and follow-ups to reduce no-shows, and arranging language interpreters for consultations as needed to ensure culturally informed service delivery.
4. Coordinate with the Sr. Director of Immigration Legal Services on special-needs and high-priority cases; document safety and accessibility considerations

• Administrative Operations

1. Participate in community outreach events to increase public awareness of Immigration Legal Services; participation may occur outside of standard business hours, including evenings and occasional weekends.
2. Actively participate in team meetings and trainings; contribute to problem-solving, workflow optimization, and CQI efforts.
3. Assist with audit readiness (file accuracy, documentation completeness), grant reporting inputs (counts, demographics, outcomes), and special projects.

• Perform other job-related duties as assigned.

Requirements

EDUCATION and EXPERIENCE:

• Bachelor’s degree in business administration or related field.
• Two (2) years’ experience providing services to vulnerable populations.

SKILLS and COMPETENCIES:

• Bilingual in English and Spanish with oral and written communication skills in both languages.
• Skills in the use of computers, ability to use Windows, MS Word, Excel, Share Point) and ability to learn online databases (Legal Server, Simply BookMe).
• Familiarity with the U.S. immigration system and of programs and resources available to immigrants. 

Benefits Package:

• Robust Professional development and training opportunities 
• Medical, prescriptions, dental and vision insurance
• Retirement savings plan with company match
• Company-paid and supplemental life insurance
• Short Term/ Long Term disability
• Group Life Insurance and AD&D
• Other Volunteer Insurance Benefits
• Flexible spending accounts
• Paid vacation, sick and personal leave
• 11 paid holidays
• Tuition reimbursement
• Employee referral bonus program 
• Parenting leave 
• Pet’s Insurance 

Work Schedule: Monday - Friday 9:00 AM - 5:00 PM (With a Later Schedule on Wednesdays)