The Access centralized intake department serves as the front door to JCFS Chicago, often marking the first point of contact people have with the agency. When someone looking for support calls 855.275.5237 or emails ASK@JCFS.org, they are greeted or responded to by a qualified and knowledgeable member of the intake team who will answer their questions and connect them with the services and resources they need. 

From their first interaction with the agency, callers become aware that integrity—or yosher—is woven into the fabric of the organization. The Access team demonstrates this value in every conversation they have and each email they respond to, as they respect each person’s individuality to meet the wide array of needs.

“We manage expectations and we really try to honor the organizational values from the first interaction that people have with the agency,” said Dr. Miriam Osina, Director of Access.

This can involve explaining the average wait times for appointments, helping someone connect with the right JCFS services, or offering a compassionate ear to callers who simply need someone to listen. 

The seven-member Access team works together to ensure every caller receives timely, personalized support. The administrative aide and two intake specialists answer incoming calls and emails, referring callers to appropriate services, completing non-clinical intakes or connecting them with one of the team's two clinicians. The clinicians—one a Licensed Clinical Professional Counselor and one a Licensed Clinical Social Worker—handle clinical calls. 

Miriam also assists with intakes and clinical calls when necessary, plus there’s a benefit eligibility support manager who is building a program to help JCFS clients obtain and maintain access to SNAP and Medicaid benefits.

“Each team member brings unique strengths and expertise across the various areas of the organization, enabling us to collaborate effectively and work cohesively as a team,” said one of the Access clinicians. “By leveraging our individual strengths and supporting one another, we are able to respond efficiently to each caller’s needs and ensure they receive timely, attentive, and effective service.” 

The Access team also directs people to other organizations offering helpful services that aren’t available at JCFS, Miriam said. The team maintains a resource list, ensuring it remains up to date by verifying contacts, making sure programs are still funded and information is up to date.

“Staying on top of resources is a big part of our work,” Miriam said about her team. “People are counting on us to know what's out there and point them in the right direction without delay.”

By listening carefully, asking thoughtful questions, and connecting people with the right support, the Access team helps build trust from the very first phone call—demonstrating that integrity is a JCFS value that is practiced every day.