Intake Coordinator

The Louisiana Legislative Auditor’s Office of the Child Ombudsman is seeking a compassionate and detail-oriented Intake Coordinator to serve as the first point of contact for individuals and families filing complaints or inquiries. This role is essential in documenting and managing case information, ensuring each complaint is accurately recorded in our case management system. The Intake Coordinator provides empathetic support to complainants while adhering to protocols designed to protect children’s rights and welfare. This position plays a critical role in gathering key details, performing preliminary assessments, and facilitating referrals to appropriate internal teams or external agencies.

Under the supervision of the Ombudsman Director or Deputy Director, the Intake Coordinator is responsible for maintaining accurate records, tracking complaint statuses, and ensuring timely follow-ups. The role also involves supporting team efforts to analyze data, improve processes, and meet reporting requirements. The ideal candidate will have a degree in social work, psychology, or a related field (or equivalent work experience), at least two years of experience in social services or customer support, and a strong commitment to supporting children and families. Proficiency in case management systems, excellent communication skills, and the ability to handle sensitive information with professionalism are essential.

This position offers a unique opportunity to make a meaningful impact in the lives of children and families while working in a collaborative and mission-driven environment. If you are organized, empathetic, and passionate about advocating for children’s welfare, we encourage you to apply.

Initial Complaint Intake
• Receive complaints via phone, email, online forms, or in person, offering respectful and professional support to complainants.
• Collect essential details on each case, including background information and relevant documentation, to determine the nature and severity of the complaint.
• Conduct a preliminary assessment to identify cases requiring urgent attention or escalation to the Child Ombudsman or Deputy Child Ombudsman.

Data Entry and Case Management
• Accurately document all information related to complaints in the office’s case management system, following data privacy and security protocols.
• Ensure case records are complete, accurate, and accessible for follow-up by other team members.
• Track the status of complaints, ensuring they are processed in a timely manner and adhere to office guidelines.

Referral and Resource Support
• Provide information about available resources and services to complainants when appropriate.
• Refer cases to relevant internal departments or external agencies according to intake protocols.
• Collaborate with team members to identify trends in complaints and recommend potential improvements in intake procedures.

Client Support and Communication
• Communicate empathetically and professionally with complainants, especially those who may be distressed or upset.
• Provide clear information on the complaint process, expected timelines, and any necessary next steps.
• Follow up with complainants as needed to obtain additional information or provide status updates.

Team Support
• Assist the Child Ombudsman with the development of processes to implement all statutory duties.
• Provide support to the team with data analysis and evaluation of services to children
• Initiate and coordinate record requests
• Provide support to the team in meeting all reporting requirements.
• Maintain calendar and coordinate activities of Child Ombudsman when necessary
• Perform any other duties assigned by the Child Ombudsman

Education Requirements
• Associate’s or Bachelor’s degree in social work, psychology, or a related field, or equivalent work experience in a related area.

Experience
• Minimum 2 years of experience in social services, customer service, or a related field, with experience in a child welfare, juvenile justice or advocacy environment preferred.
• Familiarity with complaint intake, customer support, or case documentation is advantageous.

Skills and Competencies
• Strong verbal and written communication skills, with the ability to interact professionally with individuals from diverse backgrounds.
• Compassionate and non-judgmental demeanor, with sensitivity to issues impacting children and families.
• Excellent organizational and time-management skills, with attention to detail.
• Proficiency in case management software, databases, and standard office applications.

Additional Qualification:
• Ability to handle sensitive and confidential information in compliance with office policies.
• Ability to pass a background check