CES Intake & Program Operations Coordinator

Goodwill of Western and Northern Connecticut is seeking driven individuals to join us in our mission to help others and serve our local communities.

The Intake & Program Operations Coordinator keeps Goodwill’s Community Employment Services running smoothly for people with disabilities and other barriers to employment. This role manages the participant journey from referral through intake and work readiness training and owns the documentation and billing that keep services funded and compliant. Partnering with program staff, funding sources, and community organizations, the Coordinator maintains accurate records, ensures regulatory compliance, and delivers consistent service. The Coordinator also drives quality assurance and continuous improvement efforts that strengthen operations, improve participant outcomes, and advance Goodwill’s mission of helping people reach their full potential.

This position has the option to be based in our Bridgeport, CT or Hartford, CT locations based on applicant preference.

Essential job functions

• Serve as the centralized referral hub for Bureau of Rehabilitation Services (BRS) programs: schedule and conduct participant intakes.
• Create and maintain electronic participant records and assign each participant to the appropriate service region.
• Develop Individual Service Plans (ISPs) and obtain required signatures on all participant documents.
• Schedule and facilitate Work Readiness Training sessions and modules for BRS programs.
• Maintain the training tracking system and ensure all billable services are delivered, documented, and completed on time.
• Coordinate billing for BRS and the Department of Mental Health and Addiction Services (DMHAS), including verifying billed services and submitting invoices to each funding source.
• Conduct quality assurance reviews of master files, spreadsheets, Therap case management records, billing, and other documentation.
• Ensure department services and documentation meet all applicable CARF (Commission on Accreditation of Rehabilitation Facilities) standards.
• Follow all agency policies and procedures.
• Protect participant privacy in accordance with HIPAA (Health Insurance Portability and Accountability Act). This position has access to participant Protected Health Information (PHI).
• Maintain the CES process catalog of standard work procedures, updating it with input from team members.
• Lead continuous improvement events and initiatives that improve services and participant outcomes.
• Support weekly team huddles and monthly dashboard meetings that review department performance measures and outcomes.
• Represent Goodwill with community stakeholders, strengthening relationships with current funding sources and developing new partnerships.
• Co-facilitate staff meetings, in-service trainings, staff development programs, and professional events as requested.
• Perform other duties as assigned.

Qualifications

Required

• Bachelor's degree in psychology, education, or a related field. An equivalent combination of education and experience may be considered.
• At least two years of experience in a social services agency.
• Proficiency in Microsoft Office, including building and managing spreadsheets and databases.
• Strong organizational, written, verbal, and interpersonal communication skills.
• Ability to work independently, take initiative, follow through, and report accurately and on time.
• Valid Connecticut driver's license, satisfactory driving record, and daily access to a reliable, registered, and insured vehicle for frequent in-state travel.

Preferred

• Experience in a human services agency serving people with disabilities.
• Experience working with Connecticut state agencies and referral sources.

What Goodwill Can Offer You

• Opportunities for career advancement
• 50% Employee Discount
• 403(b) Retirement Savings Plan with employer match
• Anniversary Recognition Program - $50 Swag Store credit at 1 year and growing monetary awards every 5 years
• $200 Employee Candidate Referral Program
• Medical, dental, and vision insurance available the 1st of the month following 60 days of full-time employment*
• 100% employer-paid Basic Life & AD&D insurance (1x annual salary) plus Short-term and Long-term Disability coverage*
• Comprehensive paid time off including competitive vacation days starting at 10 days (2 weeks), 3 personal days, 2 floating holidays, 8 observed holidays, and accrued sick time*
• Up to $3,000 in qualified Tuition Reimbursement per calendar year (eligible after 90 days)*

  *Select benefits apply to Full-Time team members (working 30+ hours per week).

Start your journey with Goodwill today by applying at gwct.org/about/work-here

Is this position not right for you? We can help you find the right one at Goodwill or any other employer through our Career Centers! Receive free career assistance services from Goodwill (including Resume Builds/Revisions, Online Job Searching Coaching, Interview Skills, and more) at gwct.org/career-coaching