FIRST STEP ASSISTANT
REPORTS TO: Admissions Manager
EMPLOYMENT CLASSIFICATION: Full-time. Non-exempt.
PURPOSE OF THE POSITION:
The First Step Assistant is the initial contact person of individuals reaching out to the Ranch to seek assistance for their family. This person receives all calls and online inquiries, documents all information into BestNotes, and schedules an initial assessment with First Step Counseling. For families who are admitted into the Day School Program or Residential Program, the First Step Assistant shepherds families through the FACTS intake process, including collecting and uploading their documentation into the BestNotes database.
PRIMARY DUTIES AND RESPONSIBILITIES:
1. Answers phone and email inquiries to set families up with First Step Counseling team who will assess potential fit for EagleRanch programs. Many times, this will be a family’s first interaction with someone at Eagle Ranch and so creating an atmosphere of confidentiality, warmth, and competence are crucial for this role.
2. Sends online application instructions to parent(s)/guardian(s) and requests necessary documentation to accompany candidate’s file (e.g., school records, admissions referral forms, and custody paperwork). In addition, sends PIQ surveys and required videos to families.
3. Organizes and uploads candidate documentation into BestNotes as received through email, fax, and mail.
4. Assists parent(s)/guardian(s) by requesting documentation from agencies that require an agency-to-agency request.
5. Manages all parts of the intake documentation process for families admitted to the Day Program or Residential Program from initial contact through completion of the candidate’s file, and partners with Admissions Manager to communicate status of candidates throughout the process.
6. Coordinates between families and Ranch staff to schedule First Step counseling sessions, First Family Interviews, and clinical/school meetings with families.
7. Creates “Welcome Boxes” for accepted families for Placement, as well as maintain inventory of items needed for the boxes.
8. Partners with Program Services Analyst and Admissions Manager to track and report data on volume of calls, populations served, and services rendered.
9. Understands FACTS and how to assist families through the process.
QUALITIES:
1. Affirms and exhibits a life in line with Eagle Ranch Statement of Faith.
2. Good character, discernment and integrity.
3. Attentively understand client needs and concerns, providing compassionate and supportive guidance while maintaining a patient and non-judgmental demeanor.
4. Ability to empathize with hurting families while holding clear boundaries when Eagle Ranch is not an appropriate placement.
5. Highly organized and detail-oriented with an ability to take initiative and anticipate needs.
6. Able to multitask and prioritize effectively.
7. Teachable spirit and willingness to seek counsel.
REQUIREMENTS:
1. Bachelor’s Degree in the field of social work, psychology, or related field preferred.
2. A minimum of two years of experience in customer service required.
3. Some experience in a counseling or social work setting preferred.
4. Good written and verbal communicator.
5. Work cohesively within the team to achieve shared goals.
6. Demonstrate an approachable, consistent, and supportive posture while assisting people in crisis situations.
7. Ability to use common computer applications, competent in Microsoft Office, and familiarity with the internet and email communications.
READY TO APPLY?
Take the first step and send your resume and cover letter to the attention of Iain Burguet at iburguet@eagleranch.org with the subject line: First Step Assistant. Applications without a cover letter will not be considered.