Description
Serve as the first point of contact for applicants to government assistance programs, conducting intake interviews, collecting and verifying documentation, explaining requirements, determining preliminary eligibility, and routing cases for final decisions and service enrollment while maintaining accurate records and compliance.
- • Answer clients' questions about services, eligibility, documentation, and intake procedures.
- • Conduct initial intake interviews to gather personal, financial, and household information.
- • Explain eligibility requirements, application steps, timelines, and clients' rights and responsibilities.
- • Assist clients in completing applications and forms accurately, in person or online.
- • Collect, scan, and verify identification, income, residency, and other supporting documents.
- • Enter and maintain client data in case management and eligibility systems.
- • Evaluate information for completeness and preliminary eligibility; flag issues for review.
- • Schedule clients for assessments, orientations, or eligibility determinations with appropriate staff.
- • Initiate applications and route cases for approval, denial, or referral to other programs.
- • Contact employers, landlords, or other third parties to verify information as authorized.
- • Maintain organized case files and prepare required intake reports and summaries.
- • Provide referrals to internal services, community resources, or partner agencies per guidelines.
- • Communicate intake findings to case managers, eligibility specialists, or social workers.
- • Track application status and follow up with clients on missing items or next steps.
- • Identify and escalate potential fraud, abuse, or safety concerns according to policy.
- • Support annual or interim recertification by updating client information when assigned.
- • Protect client confidentiality and comply with relevant laws, regulations, and agency policies.
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Public Service & Safety
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
