F/T Student Support & Intake Coordinator 

F/T Student Support & Intake Coordinator

FLSA Classification

Exempt

Salary Grade/Level/Family/Range

ESOL

Reports To

ESOL Program Manager

Direct Reports

None

Effective Dates

Apr. 1 to June 30, 2025

3-month grant-based position with likelihood to extend, contingent on funding.

Job Description 

Organization 

The Welcoming Center (TWC) mission is to promote inclusive economic growth through immigrant integration. We seek to open doors of economic opportunity for immigrants of all education and skill levels and to build immigrants’ individual and collective agency to address barriers to integration and well-being. TWC does this through training programs focused on social, civic, and economic engagement which enhance skills and expand opportunities. TWC believes that immigrants broaden the productivity, profitability, and stability of this region and contribute to both Pennsylvania’s and the nation’s economic growth. Primary programs and initiatives include: Work Readiness, ESOL & Digital Skills Training, Entrepreneurship, and Community Leadership. TWC is based in Philadelphia, PA. Check out our website: www.welcomingcenter.org. 

Summary/Objective

The Student Support & Intake Coordinator will support The Welcoming Center in expanding the capacity of its ESOL (English for Speakers of Other Languages) and Digital Skills Training activities by providing a high quality, participant-centered intake process and referrals to reduce barriers and challenges faced by participants. The Coordinator is responsible for all intake processes for ESOL participants and for supporting the intake and screening of volunteers who engage with the ESOL program. Under the supervision of the ESOL Program Manager, the Coordinator assists in the development and implementation of the process to welcome participants to the program, application processes, referrals to internal programs and external service organizations, and follow-up with participants. The Coordinator will utilize research-driven practices in culturally responsive and trauma-informed methods to ensure participants feel safe, comfortable and cared for as they inquire about and engage with our programming. In addition, the Coordinator will maintain a list of relevant referral resources in coordination with staff and maintain relationships with referral partners and other stakeholders. The Coordinator also supports learners in removing the barriers that might hinder their educational and career pathway advancement. Student support includes: (1) assessment of participants to determine service needs; (2) referral and facilitation of connections to obtain needed services; (3) documentation of referrals and service deliveries; (4) monitoring and follow-up; and (5) evaluation.

Essential functions

Intake:

• Coordinate and conduct intake for participants, including responding to all initial inquiries and collecting responses to the core intake questions.
• Conduct full assessments of potential participants’ unique circumstances, strengths, needs, and barriers and determine (1) whether the program addresses an applicant’s needs and (2) whether the person is eligible for the program.
• Maintain a full understanding of The Welcoming Center’s programs and recruitment cycles to ensure seamless internal cross-referrals of participants.
• Make external referrals for applicants who are not eligible to enroll in ESOL and Digital Skills program offerings.
• Maintain and update relevant databases (Salesforce and AEIS/CitySpan) with class details, intake sessions, applicant information, assessment results, enrollment, and referral information. Support additional participant and class data entry, as needed.
• Conduct English pre- and post-assessments using BEST Plus 3.0.
• Support recruitment and outreach for classes and workshops. In collaboration with the ESOL team and the Communications Manager, refine outreach and promotion strategies.
• Sustain and develop relationships with local organizations and community groups. Share information with this network about TWC’s ESOL programs and maintain relevant referral information, especially regarding ESOL and adult education opportunities at other organizations.
• Maintain high attention to detail, privacy, and data integrity. Provide timely data for reports to external funders and internal Directors as requested.
• Support evaluation of intake activities and planning for the streamlining and continuous improvement of program intake processes.

Student Support:

• Identify needs of participants to ensure successful participation in and completion of their courses.
• Maintain and develop referral resources and channels for regularly and efficiently sharing relevant social service and community resources with current and past ESOL & Digital Skills participants.
• Maintain and develop relationships with service providers and organizations that provide services relevant to ESOL participants.
• Verify and update resource and referral information regularly to ensure accuracy and reliability of referrals.
• Ensure that each ESOL class has a student support touchpoint.
• Provide timely referrals and support for participants on an as-needed basis.
• Track student support activities in relevant databases and share student support data as needed both internally and in required reporting to funders. Ensure all documentation of student support services is accurate and complete.
• Interface with instructors and other Welcoming Center staff to ensure appropriate progress for each participant.
• Work with instructors to monitor participant educational achievement and attendance to identify when a participant may need additional support.
• Support evaluation of student support activities and planning for continuous improvement of student support data tracking and service delivery.

Overall:

• Work closely with the ESOL team to ensure integration of student support and intake activities with instructional goals, volunteer engagement, and career support.
• Actively engage with TWC program staff, volunteers, and participants to ensure that intake and student support processes align with TWC mission, values, and strategic plan.
• In all duties, demonstrate a commitment to organizational core values which uplift the skills, experience, and aspirations of program participants and recognize their role as agents of the change they seek.

Requirements:

• Bachelor’s degree in social work, human services, adult education or related field – or equivalent experience.
• Experience or relevant educational focus in adult education, intercultural communication, community development, immigrant integration, case management, social work, or related fields.
• Demonstrated ability to implement and improve processes and systems for recruitment, enrollment, and referrals and for consistent data-tracking and reporting.
• Experience working with English Language Learners, especially at beginner to intermediate levels.
• Strong interpersonal and communication skills (verbal, written, and telephone). Demonstrated evidence of experience navigating conversations which may be difficult due to language, culture, and other circumstances which may lead to misunderstanding.
• Emotional intelligence, including an ability to empathize, maintain composure, and provide a reassuring atmosphere.
• Possess strong problem-solving skills. Able to respond to situations with sensitivity and patience.
• Excellent computer skills, including an understanding of cloud-based computer platforms.
• Able to work efficiently and effectively under pressure and adapt to changing priorities and workflows.
• Highly organized and detail oriented, demonstrating multi-tasking capabilities and ability to prioritize.
• Initiative, teamwork, and commitment to equity.

Preferred qualifications:

• At least 2 years experience in social or human services, including immigrant services experience.
• Lived experience from immigrant and refugee communities and/or communities of color.
• Familiarity with cultural responsiveness and trauma-informed practices.
• Extensive knowledge of the regional social services network.
• Familiarity with Microsoft Office Suite and SharePoint, Salesforce, and remote work tools.
• Bilingual or multilingual ability.

Supervisory responsibilities

• None

Work environment

• Operates in a professional office environment or remotely. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical demands

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 5-10 pounds at times.

Affirmative Action/EEO statement

• The Welcoming Center does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.
• The Welcoming Center will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

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.

This is a full-time, 40 hours per week position that may require occasional evening or weekend hours. TWC maintains a hybrid work policy with most employees working remotely up to 2 days per week. Coordinator will work in-person primarily from TWC’s main office in Center City Philadelphia 3 days per week.

We offer a competitive benefits package, including vacation, health care (medical, dental, vision), sick leave and access to a 403(B) plan. We welcome applicants of all backgrounds and identities, including those of any age, race, religion, gender, ability, or sexual orientation.

Application Process

Starting salary range for this position is $52,000 – $54,000 a year based on skills and qualifications. This annual salary will be pro-rated for the duration of the grant period (ending June 30, 2025). To apply, please send your resume and a cover letter to jobs@welcomingcenter.org with the subject “Student Support & Intake Coordinator.” Apply by Mar. 14. Applications will be reviewed on a rolling basis.