Intake Specialist Team Leader

Job Description

Job Description

Description:

Make a Difference from Day One — Join Programs for Parents (PFP)

Are you passionate about making a meaningful impact in the lives of children and families? At PFP, you’ll have the opportunity to contribute to a mission-driven nonprofit that helps ensure every child gets the best possible start in life. We serve Essex County, NJ by empowering families, supporting childcare providers, and advocating for quality early childhood education. Our work encompasses providing education and referrals, promoting best practices, and connecting families with essential financial resources to help them thrive.

Our Culture & Values

At Programs for Parents, we look for team members who:

• Lead with respect and empathy.
• Communicate openly and professionally.
• Embrace change and continuous improvement.
• Collaborate across departments to solve problems.
• Take ownership and accountability for their work.
• Support our mission of strengthening children, families, and communities.

Compensation & Benefits

We believe that the people who support our mission deserve support too. That’s why we prioritize employee well-being with competitive salaries and benefits. This is a full-time, non-exempt position. Mondays- Fridays, 35-hour work week. With an hourly rate of $27.47 (approximately $50,000 annually). We offer a comprehensive benefits package including:

• Medical, Dental, and Vision coverage
• 403(b) retirement with matching
• Life Insurance and Long-term Care Insurance
• Generous paid time off- vacation, sick, personal, and self-care days
• Employee Assistance Program
• Parking and Transportation benefits

Job Overview

We are seeking a dedicated and responsible Intake Team Leader for our Resource and Referral (R&R) Department. The R&R Department provides families with access to a broad selection of childcare referrals and community resources; conducts parent engagement events, community events, and parent workshops; and provides customer service to families and childcare providers seeking information regarding program eligibility and subsidy payments. As the Intake Specialist Team Leader, you will serve as the day-to-day operational lead for the Intake Unit while continuing to perform Intake Specialist duties as needed. The Team Leader provides peer leadership, workflow coordination, coaching, and technical guidance. The position partners with the Program Manager to support quality assurance, staff development, and continuous improvement, while the Program Manager retains accountability for employee performance, departmental operations, and supervisory functions.

Essential Duties and Responsibilities:

Daily Operations

• Coordinate daily workflow and communicate operational concerns to the Program Manager.
• Serve as the first point of contact for routine staff questions.
• Observe workflow and identify service or process issues before escalation.
• Communicate phone coverage and queue changes.

Coaching & Team Support

• Provide day-to-day coaching and technical guidance.
• Model professionalism, teamwork, and accountability.
• Assist staff in resolving complex customer issues while ensuring procedural compliance.

Quality Assurance

• Partner with the Program Manager to conduct assigned monthly quality assurance reviews of calls, emails, and case processing.
• Review findings collaboratively to ensure consistency.
• Identify coaching opportunities, procedural gaps, and training needs.
• Provide informal coaching after review with the Program Manager and recommend refresher training.

Training

• Support onboarding through day-to-day peer training.
• Conduct refresher training on departmental procedures.

Customer Support

• Provide queue coverage during peak periods.
• Perform Intake Specialist duties as operationally needed.

Knowledge and Skills:

• Strong verbal and written communication skills
• Ability to communicate effectively with diverse populations
• Strong critical thinking, analytical, and problem-solving skills
• Strong attention to detail
• Strong organizational skills
• Ability to multitask in a fast-paced environment
• Ability to perform intermediate-level math
• Ability to enter data with a high degree of speed and accuracy
• Ability to meet productivity standards within established timelines
• Knowledge of Microsoft Office

Education and Experience:

• High school diploma required; associate's degree preferred
• Experience in human services or child development industry (preferred)
• Bilingual, Spanish/Creole preferred

Physical Tasks:

• Ability to walk and climb stairs
• Ability to carry/lift up to 15 pounds