Intake Supervisor
🔍 Georgia
Summary / Objectives:
The role oversees a segment of GVRA’s statewide intake operations, supervising a team of Intake Specialists to ensure timely, accurate and client centered processing of referrals for individuals with disabilities. The position manages daily workflow, assigns and monitors cases and oversees a high volume intake inbox to maintain efficiency and equitable workload distribution. It ensures compliance with GVRA policies, resolves issues that impact service flow and supports consistent documentation standards. The supervisor fosters a collaborative team culture, maintains strong relationships with field and district staff and leads regular communication to keep the team aligned with agency expectations.
Essential Functions:
1. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
2. Leads a portion of the statewide intake process for public assistance related to employability services for individuals with disabilities, ensuring a consistent, equitable and client centered approach.
3. Provides direct supervision to a team made up of Intake Specialists and/or Intake Counselors, ensuring consistent performance, accountability and adherence to GVRA standards.
4. Assigns referrals and oversees the timely and accurate processing of all incoming cases.
5. Manages and distributes work tasks from a high volume email inbox, ensuring equitable workload distribution and timely processing.
6. Troubleshoots and resolves issues quickly, providing guidance and support to staff to maintain workflow efficiency and service quality.
7. Ensures compliance with GVRA policies and documentation requirements, maintaining accuracy, timeliness and confidentiality across all intake activities.
8. Fosters a collaborative, team oriented environment for a statewide team, promoting communication, shared problem solving and mutual support.
9. Builds and maintains positive working relationships with field staff, district leadership and other internal partners to support seamless service delivery including case transfers and case assignments.
10. Facilitates regular communication, including team meetings, updates and individual check ins to ensure alignment with agency goals and expectations.
11. Interviews, hires, trains and directs staff, ensuring all team members are equipped to perform their duties effectively.
12. Evaluates staff and team performance, addressing deficiencies and implementing corrective or disciplinary actions as needed in accordance with agency policy and HR guidelines.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive
listing of activities, duties or responsibilities that are required of the employee for this
job. Duties, responsibilities, and activities may change at any time with or without notice.
Competencies:
1. Customer Service
2. Teamwork and Cooperation
3. Accountability
4. Results Orientation
5. Judgment and Decision Making
6. Talent Management
7. Transformers of Government
Required Education and Experience:
Bachelor's degree in a related area from an accredited college or university and three (3) years of job-related subordinate management experience in a human service delivery program
OR
Certification and two (2) years of job-related subordinate management experience in a
human service delivery program
OR
Two (2) years of experience at the lower level Mgr 1, Social Svcs (SSM010) or
equivalent position
Preferred Education and Experience
Preference will be given to applicants who, in addition to meeting the required education
and experience, possess one or more of the following:
1. At least 3 years of experience within vocational rehabilitation, workforce development or social services setting working with individuals with disabilities
2. At least 1 year of experience training, coaching or mentoring others in an official or unofficial capacity to meet productivity, accuracy and timeliness standards
3. At least 1 year experience overseeing a shared, high-volume email box
4. At least 2 years of experience using a case management system such as AWARE, System 7 or similar platforms, including data entry accuracy, determination of eligibility and workflow monitoring
5. Master’s degree in Rehabilitation Counseling, Special Education or related field
6. Holds Certified Rehabilitation Counselor Certification (CRC) or Special Education certification that is current
Supervisory Responsibility:
This position manages a team within the department and is responsible for the
performance management and hiring of the employees within that team.
Work Environment:
This job operates in a professional office environment. This role routinely uses standard
office equipment such as laptop computers and smartphones.
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or
hear. The employee frequently is required to stand; walk; use hands to finger, handle or
feel; and reach with hands and arms. The employee is occasionally required to sit; climb
or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift
and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color
vision, peripheral vision, depth perception and ability to adjust focus.
Working Conditions:
Incumbents working in this job perform duties in an office setting. This is a 40-hour
workweek requirement. The position may involve managing a high-volume workload
and demands a high level of accuracy while working with deadlines. Regular attendance
is an important part of being successful in this position. Reasonable accommodations
can be made available to qualified individuals upon request.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday, 8:00
a.m. to 4:30 p.m. This position occasionally requires long hours and weekend work.
Travel:
Travel is primarily local during the business day, although some out-of-area and
overnight travel may be expected.
Additional Eligibility Qualifications:
None required for this position.
Work Authorization/Security Clearance:
As a condition of employment with Georgia Vocational Rehabilitation Agency, you must
successfully complete a mandatory federal and national background check, preemployment testing, and additional checks required for your job.
All candidates interested in employment with The Georgia Vocational Rehabilitation
Agency must be legally authorized to work in the United States. The Georgia Vocational
Rehabilitation Agency does not offer sponsorships for current or future employment
visas (e.g., H-B1 employment visa).
AAP/EEO Statement:
GVRA provides equal employment opportunities to all employees and applicants for
employment and prohibits discrimination and harassment of any type without regard to
race, color, religion, age, sex, national origin, disability status, genetics, protected
veteran status, sexual orientation, gender identity or expression, or any other
characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting,
hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,
compensation, and training.
Reasonable Accommodations:
The Georgia Vocational Rehabilitation Agency is committed to providing reasonable
accommodations to qualified individuals with disabilities upon request. To request a
reasonable accommodation during any step in the hiring process, please contact our
HR Team at ada_request@gvs.ga.gov.
GVRA:
The Georgia Vocational Rehabilitation Agency operates five integrated and
interdependent statutory programs that share a primary goal - to help people with
disabilities to become fully productive members of society by achieving independence
and meaningful employment. Our programs impact both employers and job seekers.
Our bottom line is to tailor our services to fit your needs. And our promise to you is
consistent professional service with responsive and responsible follow-up.