Program Support Specialist

Who We Are Lakes Center is a mission driven nonprofit providing counseling, education engagement, youth development, restorative justice, and prevention focused programming for youth and families across Chisago, Washington, and Anoka counties. We walk alongside youth and families during pivotal moments when connection and care can change the course of a life. Position Summary The Program Support Specialist is an administrative professional who helps coordinate communication, support client intake and scheduling, maintain accurate data, and strengthen organizational efficiency. This role serves as an operational backbone for Lakes Center by supporting staff, clients, families, referral partners, and community partners across counseling, juvenile justice, and For Young People programming. The Program Support Specialist is responsible for answering phones, managing client inquiries, supporting scheduling for therapy clients, coordinating intakes, entering data, maintaining calendars, and helping ensure accurate documentation in TherapyNotes and other program systems. This position may be structured as either part time or full time. Lakes Center is open to adjusting the role, schedule, and scope of responsibilities for the right candidate based on experience, availability, and organizational need. Key Responsibilities Phone, Intake, and Customer Service Answer phones and respond to inquiries with professionalism, warmth, and accuracy Serve as a first point of contact for clients, families, schools, referral partners, and community members Collect and document intake information accurately and confidentially Communicate clearly about services, paperwork, scheduling, availability, locations, and next steps Support scheduling for therapy clients, including intakes, ongoing sessions, rescheduling, and follow up Office Operations and Administrative Support Support internal communication, staff coordination, and organizational workflows Prepare forms, correspondence, agendas, reports, and other administrative materials Maintain organized digital and physical filing systems Support supplies, mail, office processes, and general administrative needs Data, Records, and Compliance Enter and maintain accurate data in client, program, grant, and administrative systems Use TherapyNotes and Microsoft 365 to support scheduling, documentation, communication, and recordkeeping Track referrals, intakes, client scheduling information, program participation, and other data as assigned Support accurate records for grants, contracts, internal reporting, and program documentation Maintain confidentiality in all client, family, staff, and organizational matters Follow HIPAA, FERPA, state privacy laws, and Lakes Center policies as applicable Program and Staff Support Support counseling, juvenile justice, For Young People, and other program teams as assigned Assist staff with scheduling, tracking, documentation, and follow up Support onboarding and offboarding processes, including paperwork and checklists Serve as a liaison between staff, clients, families, schools, referral partners, and community partners as needed Help improve internal workflows, communication systems, and administrative processes Role May Also Include Depending on the selected candidate's skills and experience, this position may also include: Billing, invoicing, reimbursements, purchase requests, receipts, and expense tracking Grant administration, including deadlines, reports, budgets, and required documentation Basic bookkeeping, payroll coordination, or financial documentation Contracts, agreements, forms, and other administrative tracking Outreach events, fundraising events, trainings, community meetings, and program activities Donor or database support, including data entry, donor records, or acknowledgment letters Required Qualifications Bachelor's degree in administration, business, nonprofit management, healthcare administration, human services, social work, psychology, education, communications, or a related field At least 2 years of administrative, intake, scheduling, office support, customer service, or related experience Experience providing professional customer service by phone Experience supporting client intakes, referrals, scheduling, calendars, or front office operations Experience entering and maintaining accurate data Experience handling confidential or sensitive information Working knowledge of HIPAA requirements Proficiency with Microsoft 365, including Outlook, Word, Excel, Teams, SharePoint, and related tools Ability to learn and use TherapyNotes or another electronic health record system Strong organizational skills, attention to detail, and ability to manage multiple priorities Strong written and verbal communication skills Helpful Experience These are not required, but would be valuable: Experience using TherapyNotes or another EHR system Experience in a nonprofit, education, healthcare, counseling, juvenile justice, or human services setting Experience with billing, invoicing, bookkeeping support, or expense tracking Experience supporting grants, compliance, reporting, or program documentation Experience assisting with events, outreach, trainings, fundraising, or community meetings Experience with CRM, donor management, or database systems Core Competencies Professional phone communication Customer service and stakeholder support Organization and time management Accuracy and attention to detail Confidentiality and discretion HIPAA informed communication and record handling Problem solving Collaboration and team support Technology proficiency Warmth, patience, and professionalism with clients and families What We Offer This is a benefits eligible position. Lakes Center offers a full benefits package, which may include: Medical, dental, life, and long-term disability insurance Retirement plan with employer match