Intake and Case Initiation Coordinator

ICF · United States

The Intake and Case Initiation Coordinator supports ICF’s delivery of a federally funded legal services network serving unaccompanied children. The coordinator helps establish and operate consistent intake and case initiation processes by organizing incoming case information, maintaining accurate records, routing cases and documentation, coordinating follow-up with providers and project teams, and supporting the transition from interim tools to a longer-term case management platform. The position requires sound judgment, strong attention to detail, responsiveness, and discretion when handling sensitive information. Major Duties/Responsibilities

• Develop, test, document, modify, and continuously improve intake policies and procedures, including forms, case initiation checklists, routing protocols, data standards, and handoff procedures.
• Receive, review, organize, and enter incoming case information from government partners, facilities, legal service providers, and internal project teams in accordance with approved procedures, exercising independent judgment, at times, to resolve intake and case initiation matters.
• Create and maintain accurate case initiation records in designated systems, trackers, and shared files, ensuring required data are complete, consistently formatted, and ready for migration to the long-term case management platform.
• Track provider assignment, required documentation, service continuity considerations, language needs, travel or logistics flags, deadlines, and information gaps requiring follow-up.
• Coordinate with network management, legal service providers, workflow and data leads, training and communications staff, and project leadership to advance cases through intake and initiation.
• Support provider onboarding and vetting by tracking submissions, confirming completeness, maintaining documentation in accordance with project procedures, and reviewing and approving exceptions within delegated authority while escalating higher-risk or precedent-setting matters as appropriate.
• Maintain action logs, status notes, and operational summaries that give supervisors and project teams visibility into workload, risks, trends, decisions, and next steps.
• Analyze operational trends and recurring data issues, process gaps, duplicative steps, and handoff risks; implement corrective actions and other practical improvements to strengthen intake and case initiation performance.
• Advise project leadership on intake workflows, case initiation practices, exception handling, resource needs, and other operational decisions.
• Make timely decisions within delegated authority that materially affect intake, case initiation, service continuity, workload management, and overall program operations, documenting rationale and escalating matters when required.
• Prepare meeting notes, agendas, status updates, and other project documentation.
• Protect confidential, proprietary, personally identifiable, and case-sensitive information in accordance with ICF, client, and program requirements.
• Perform other intake, documentation, data quality, coordination, and operational support duties as assigned.

• High school diploma or GED and 2+ years of experience supporting program operations, intake, case coordination, customer service, administrative coordination, data entry, project coordination, or similar work; or an equivalent combination of education and experience.
• Strong written and oral communication skills.
• Detail-oriented, with the ability to manage multiple tasks and prioritize competing deadlines.
• Ability to organize incomplete or high-volume information, resolve routine data gaps, and follow through across multiple stakeholders.

• Sound judgment and discretion when handling confidential, personally identifiable, and case-sensitive information.
• Ability to problem-solve, meet deadlines, work independently, and escalate issues appropriately.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, Teams, and SharePoint or similar collaboration tools.
• Collaborative, responsive, customer-service oriented, and comfortable working in a fast-moving implementation environment.
• Experience maintaining accurate records, trackers, forms, shared files, or case information in a structured documentation environment.
• Experience coordinating tasks across multiple stakeholders, following up on missing information, meeting deadlines, and exercising independent assessment and judgment in a fast-paced setting.
• Demonstrated ability to follow confidentiality, data privacy, information security, and records management requirements.

• Associate or bachelor’s degree in social services, public administration, criminal justice, legal studies, public health, human services, business administration, or a related field.
• Experience supporting federally funded, grant-funded, public-sector, legal services, refugee resettlement, immigration, child welfare, healthcare, behavioral health, or human services programs.
• Experience using case management systems, CRM tools, SharePoint, Excel trackers, databases, or electronic records systems.
• Bilingual or multilingual skills, especially Spanish or other languages relevant to served populations, are a plus.

• Supervision received: Receives supervision from the Intake Coordinator Supervisor.
• Supervision exercised: This position does not provide direct supervision to staff.