Centralized Intake Specialist

Job Title: Centralized Intake Specialist

FSLA Classification: Exempt

Reports to: Chief Operating Officer (COO)

Direct Reports: None

Anticipated Start Date: April 2026

Who We Are

Founded in 2003, The Welcoming Center (TWC) envisions a stronger, more vibrant nation enriched by the contributions of immigrants. With the success of our participants, we promote prosperity for all. We welcome immigrants as neighbors and leaders. Together, we create pathways to economic growth and strengthen the fabric of our communities. To learn more about our programs and what we offer visit: The Welcoming Center

Position Overview

The Centralized Intake Specialist serves as the primary point of entry for individuals seeking services through The Welcoming Center, and leads the collaborative design and implementation of a centralized intake process across programs. This role is responsible for guiding and aligning intake workflows, eligibility pathways, referral structures, and system alignment to ensure equitable access and a welcoming, culturally responsive, and trauma-informed experience.

Working in collaboration with program teams, Participant Support staff, Strategy & Impact, and IT, the Centralized Intake Specialist provides leadership and accountability in shaping, refining, and implementing centralized intake practices while also delivering hands-on intake services. The role combines operational execution and shared leadership and accountability for the effectiveness and ongoing evolution of the centralized intake model across the organization.

Essential Functions & Responsibilities

• Conduct initial intake conversations and collect, document, and manage core intake information to understand participants’ goals, strengths, needs, and barriers.
• Determine program eligibility and coordinate next steps, including scheduling and warm handoffs to program teams.
• Maintain a strong working knowledge of all Welcoming Center programs, schedules, and cohort timelines.
• Communicate program options clearly and compassionately to participants.
• Lead the collaborative design, development, and implementation of a centralized intake process across programs including aligning on intake structure and system framework in partnership with cross-functional teams.
• Determine and establish intake workflows, eligibility pathways, referral processes, and program handoffs.
• Coordinate with Programs, Strategy & Impact, and IT to direct the development and optimization of intake forms and related tools (e.g., Jotform, Salesforce) to ensure accurate routing, data integrity, and system effectiveness.
• Utilize and maintain the Salesforce referral database and collaborate with Participant Support staff to ensure referral relationships and information remain current and coordinated.
• Lead coordination of internal and external pathways to ensure consistency and alignment across programs.
• Research, update, and maintain accurate referral information, including conducting periodic outreach to referral partners.
• Monitor and manage the designated intake email inbox and route information appropriately.
• Monitor intake data flows and system performance, identify opportunities for improvement, and drive implementation of agreed-upon process enhancements in collaboration with relevant teams.
• Accurately enter and maintain participant and referral data in Salesforce and other systems.
• Conduct initial volunteer intake and matching in partnership with program teams, with volunteer coordination treated as a secondary or phased responsibility based on capacity and organizational priorities.
• Develop, maintain, and continuously refine a centralized intake form and clearly defined downstream routing to program-level intake steps.
• Maintain accountability for the consistency, effectiveness, and ongoing evolution of the centralized intake system in alignment with organizational leadership.

Position Requirements

· Bachelor's degree in public administration, social work, nonprofit management, organization development, or a related field, or equivalent combination of education and progressively responsible experience required.

· 3-5 years of experience in intake coordination, systems implementation, operations improvement, case management, or related operational roles.

· Demonstrated experience leading or supporting cross-functional process design, systems improvement, or operational implementation initiatives.

· Strong interpersonal, verbal, written, and telephone communication skills

· Demonstrated ability to work effectively with individuals from diverse cultural, linguistic, and socioeconomic backgrounds

· Strong organizational skills and attention to detail

· Ability to manage sensitive conversations with empathy, patience, and professionalism

· Proficiency with cloud-based tools and databases (e.g., Microsoft Office, SharePoint, Salesforce, or similar systems)

Preferred Education & Attributes

· Coursework or experience in adult education, social work, community development, immigrant integration, or related fields

· Experience working with English language learners or immigrant communities

· Familiarity with culturally responsive and trauma-informed practices

· Experience navigating complex conversations across language and cultural differences

· Mission alignment with The Welcoming Center’s values and commitment to equity

Work Environment

This position operates in a professional office and/or remote environment and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

The work environment is dynamic, fast-paced, and may involve ambiguity. This role may require regular use of interpretation services (such as Globo or similar platforms) to support effective communication with participants and community members with diverse language needs.

Physical Requirements

· Prolonged periods of sitting and working at a computer

· Ability to lift up to 5–10 pounds, as needed

· Standing or walking for extended periods, as required

· Bending, kneeling, or reaching as necessary

· Occasional travel to satellite offices or community sites, as needed

Compensation & Benefits

The salary range for this full-time position is $50,000–$65,000 annually, commensurate with experience and aligned with organizational guidelines.

The Welcoming Center offers a comprehensive benefits package for eligible employees, which includes:

• Paid Vacation and Sick Time
• 12 Paid Holidays
• Commuter Benefit Program
• Additional benefits per eligibility

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may change at any time with or without notice, consistent with organizational needs.

Equal Employment Opportunity Statement

The Welcoming Center is an equal opportunity employer and does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.

Application Process

To apply, please send your resume and cover letter to [email protected] with the subject line:

“Centralized Intake Specialist.”

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Commuter assistance
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Philadelphia, PA 19107