Intake and Consumer Service Specialist
I. Position: Intake and Consumer Services Specialist
II. Status: Full Time Hourly, Non-Exempt
III. Reports to: Program Director, Personal Assistance Services (“PAS”)
IV. Position Summary: Working with the Intake and Consumer Services Coordinator, responsible for consumer Intakes and Referrals both for PAS and the Attendant Referral Program (“ARP”). Assist Intake and Consumer Services Coordinator and RN Care Coordinators with the coordination of consumer services. Assist with the day-to-day activities of the Attendant Referral Services Program.
Conduct skills assessments for Personal Care Workers (“PCWs”), serving as back up to the Intake and Consumer Services Coordinator. Provide support to the Training and Assessment Coordinators (RNs) for ongoing training for PCWs. Work with Intake and Consumer Services Coordinator to manage the PCW Availability Pool list and the ARP care attendants list.
V. Position Expected Hours of Work: There may be some variability in the weekly schedule, but, typical hours are 8:00am to 4:30pm, Monday through Friday, 40 hours weekly. Position is housed and primarily operates out the IndependenceFirst main office.
VI. Essential Functions of the Position:
A. Complete consumer intakes and referrals, both phone and in person, maintaining confidentiality and respect to consumer needs. Must triage for appropriateness for PAS and ARP services.
B. Assist in the maintenance of robust pool worker lists of personal care workers for PAS and for care attendants for ARP so as to assure maintenance of a solid and effective Personal Care Availability List pool. This includes skills assessments, interviews, and other related tasks.
C. Assist the Intake and Consumer Services Coordinator with the PCW general pool and availability list including recruitment and consumer-worker matching in a timely manner to ensure continuity of cares.
D. Assist with various administrative tasks including PCW orientation, phone coverage, filing, typing, mailing, etc.
E. With PAS and ARP staff, assist in the scheduling, development, and implementation of training programs for Personal Care Workers including monthly in-services, in-the-field trainings, surveys, seminars, and other related tasks.
F. Complete required documentation for both PAS and ARP activities; complete reports on related activities and outcomes as designated.
G. Provide back-up to the Intake and Consumer Services Coordinator and to the PAS Program Assistant as needed.
H. Attend all required meetings related to PAS and to ARP including mandatory United Way grant funding meetings.
I. Assist with other relevant tasks as requested.
VII. Professional Qualifications
A. Degree in a related field or equivalent work experience; CNA, OTA, or PTA level of experience preferred.
B. 1-2 years of experience in project development and management as well as demonstrated success in reaching set outcomes.
C. Demonstrated training and experience in determining Activities of Daily Living competency levels a must.
D. Personal care, home health or community-based experience required.
E. Knowledge base of personal cares: ADL’s and IADLs and ability to assess and to provide training of this knowledge required.
F. Must have a firm belief in consumer control, the independent living philosophy and our agency Vision Statement.
G. Excellent communication skills to include speaking, writing, listening and relationship building.
H. Strong time management, organization and prioritization skills.
I. Excellent customer service skills
J. Strong analytical problem solving and critical thinking skills.
K. Ability to work both independently and cooperatively as part of a team with minimal supervision.
L. Flexibility in the work environment and willingness and ability to adapt to changing departmental/agency needs.
M. Positive attitude and professional approach to work.
N. Knowledge of community based resources, intake and referral experience.
O. Must be able to visit homes that may or may not be accessible.
P. Knowledge of Medicaid, Managed Care, Family Care, IRIS desired
Q. Demonstrated Computer and software skills required; proficiency with Microsoft office.
VIII. Work Environment
A. The work environment is generally performed in an office setting with minimal to moderate noise level.
Disclaimer:
The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.
As an Independent Living Center, it is required that 51% of IndependenceFirst’s staff have a disability. IndependenceFirst is an equal opportunity employer and strongly encourages people with disabilities to apply for this position.