Intake Specialist

Title: Intake Specialist Reports to: Program Manager Classification: Full Time/Non-Exempt Location: Pittsburgh, Pennsylvania Compensation: $22.64/hour ($47,110/year) About Just Mediation Pittsburgh At Just Mediation Pittsburgh (JMP), we believe that mediation empowers communities by leveraging underutilized resources to address complex social challenges equitably. As a community mediation center, we currently focus on landlord-tenant mediation as an alternative to eviction court, with plans to expand into other areas of community-based mediation. We view mediation as a tool for justice, providing a space where conflicting parties can engage collaboratively to reach mutual understanding and resolution. Our work is grounded in deep listening, self-determination, and a commitment to resolving community issues. Position Summary Intake Specialists at Just Mediation Pittsburgh serve as the first point of contact for parties interested in mediation. This position requires attention to detailed case management and the ability to quickly process referrals. The Intake Specialist receives mediation referrals from Just Mediation Pittsburgh’s website, voicemail system, and batched referrals from partnering landlords and inputs case information into mediation databases. This position contacts parties by phone, text, and email to screen for mediation. The Intake Specialist aligns the schedules of the mediation parties and prepares case documentation to be passed to the Mediation Support Team. Emotional Demands & Wellbeing This role involves regular engagement with individuals experiencing housing instability, conflict, and crisis. As a result, staff may be exposed to vicarious trauma and emotionally complex situations. Just Mediation Pittsburgh is committed to fostering a supportive and trauma-informed workplace. We encourage employees to engage in professional practices that support resilience and well-being in emotionally demanding roles. We provide space for reflection, peer support, and optional self-care activities, and we recognize that maintaining boundaries and wellness looks different for each person. In addition, employees have access to a 24/7 Employee Assistance Program (EAP) that offers free and confidential support services. Responsibilities Intake (80%)
Review and process mediation referrals from landlords, tenants, and partner organizations
Explain the mediation process and prepare parties for engagement with a mediator
Confirm participants' willingness to mediate
Coordinate mediation schedules based on party availability
Maintain accurate case records and track case progress in databases
Collect required documentation for grant reporting
Build rapport with landlord partners who refer high volumes of cases
Make referrals to partner agencies as appropriate Special Projects (20%)
Contribute to initiatives aimed at improving intake procedures and service delivery
Identify process gaps and collaborate on solutions
Participate in monthly professional development sessions
Perform other duties as assigned by the Program Manager Qualifications
Strong case management skills with the ability to handle a high caseload efficiently
Experience in program coordination and client service delivery
Ability to meet deadlines and respond promptly to new referrals
Proficiency with Google Workspace (Docs, Sheets, Slides) and Zoom
Preferred experience with HubSpot
Strong verbal and written communication skills, both virtual and in-person
Background in conflict resolution; mediation experience preferred
Experience working with diverse populations
Ability to assess and improve organizational systems to enhance client services
Detail-oriented with problem-solving skills to navigate logistical challenges such as scheduling conflicts
Prior experience with housing services, eviction issues, and/or landlord-tenant concerns preferred Skills
Willingness to learn, adapt, and share knowledge
Ability to work independently
Punctual and dependable, ensuring timely responses and task completion
Fosters a positive, collaborative work environment Requirements
Must reside in the Greater Pittsburgh area
Flexible availability, including occasional evenings or weekends
Reliable transportation for in-person meetings twice per month
Ability to sit for extended periods and lift up to 20 lbs for event setup
Access to a personal phone, internet, and a remote workspace. Laptops are provided to all staff.
This is a non-exempt, at-will employment position. Benefits and Work Culture
Medical, dental, and vision insurance
Generous PTO package, sick leave, floating holidays, paid holidays, and bereavement leave
Monthly goal-based professional development opportunities
Weekly self-care group activities (optional)
Monthly, in-person educational and social time
Strong internal promotion culture; we love to promote from within
We value both life experience and formal education
Commitment to maintaining a healthy work-life balance
Employee Appreciation events, team building activities, milestone celebrations, and opportunities for Days of Service Just Mediation Pittsburgh 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, sex, national origin, ethnicity, ancestry, age, disability status, marital status, pregnancy, veteran status, sexual orientation, gender identity and expression, genetic information, political affiliation or any other protected characteristic in accordance with applicable laws and regulations. Application Process To apply, submit a cover letter, resume, and three references via email to admin@justmediationpgh.org. Applicants must be authorized to work in the United States. Just Mediation Pittsburgh is unable to sponsor employment visas at this time.