What an intake officer can do
This page is the boundary of your job: what you can see, what you can change, and what will simply not appear on your screen. If a button someone describes is missing for you, the answer is usually here.
Overview
Intake Officers are responsible for managing the Referrals intake process - from receiving new Referrals to dispatching them for service delivery. They serve as the gateway for Service Users entering the Manaaki Central system.
Key Responsibilities
Referrals Processing
- Receiving and reviewing new Referrals
- Verifying Service Users information accuracy
- Assessing Referrals priority and urgency
- Ensuring all required documentation is collected
Assessment & Review
- Conducting initial intake assessments
- Reviewing consent documentation
- Evaluating service eligibility
- Identifying appropriate services for Service Users
Service Dispatch
- Matching Service Users with appropriate services
- Coordinating with service teams
- Managing Referrals workflow progression
- Ensuring timely service allocation
Documentation
- Maintaining accurate Referrals records
- Uploading and organizing supporting documents
- Recording notes and observations
- Tracking Referrals history
Permissions
| Action | Permission |
|---|---|
| View all Referrals | Yes |
| Create new Referrals | Yes |
| Edit Referrals details | Yes |
| Submit Referrals for review | Yes |
| Approve/reject Referrals | Yes (within scope) |
| Dispatch to services | Yes |
| View Service Users information | Yes |
| Upload documents | Yes |
| Delete Referrals | No (soft delete only) |
| Access other dashboards | Limited |
Dashboard Features
For detailed documentation of the Intake Officer Dashboard, including analytics cards, tab navigation, filters, and status badges, see Intake Officer Dashboard.
Workflow Overview
For the complete Referral lifecycle with all status definitions, flow diagrams, and daily workflows, see Workflow Overview.
Best Practices
Prioritization
- Process Urgent and Priority Referrals first
- Review the priority queue at the start of each day
- Escalate urgent cases that require immediate attention
Data Quality
- Verify Service Users contact information
- Ensure all required fields are completed
- Check for duplicate Service Users records before creating new ones
Communication
- Document all Service Users communications
- Keep referrers informed of progress
- Coordinate with supervisors on complex cases
Timeliness
- Aim to process new Referrals within 24-48 hours
- Follow up on stalled Referrals
- Monitor the In Review queue for delays
Common Tasks
| Task | How To |
|---|---|
| Create a new entry | Creating a Referral |
| View dashboard | Intake Officer Dashboard |
| Search for clients | Searching for Clients |
| Upload documents | Uploading Documents |
| Submit for review | Submitting for Review |