Managing Intake

An intake agent at a social service agency meets with a citizen who needs agency benefits. He works with the citizen to complete an electronic application for benefits on a self-service Web site. On the self-service Web site, the intake agent submits the completed application to the agency. Additionally, citizens can access the same self-service Web site to complete applications for benefits themselves.

An intake agent might also receive a referral for benefits from a social worker. The agent might receive referral documents by mail from the citizen’s doctor and other social service specialists. The referral information includes the citizen’s personal information, such as an address, the reason for the recommended services, and a brief description of the problem.