The posting
SUMMARY OF POSITION This position is FLSA non-exempt and eligible for overtime. This position is union represented. Provides initial screening for all potential consumers looking for information related to aging and disability services in the community including information and assistance, referral to other agencies, and referral to appropriate individuals within the Senior and Disability Services program. Interviews consumers by telephone, and in their homes as needed, to help gather information to identify needs.
Performs position duties in a manner that promotes customer service and harmonious working relationships, including treating all persons courteously and respectfully. Engages in effective team participation through willingness to assist and support co-workers, supervisors, and other work-related associations. Develops good working relationships with division and agency staff and supervisors through active participation in accomplishing group projects and in identifying and resolving problems in a constructive manner. Demonstrates positive acceptance of constructive feedback and suggestions, to strengthen work performance. Contributes to a positive, respectful, and productive work atmosphere. Regular attendance is required to meet the demands of this job and to provide necessary services. This position is a Mandatory Reporter by statutory requirement.
ESSENTIAL JOB DUTIES 75% Essential Duty 1:
Provides information and referrals to programs administered by OCWCOG as well as other community programs and service providers. Provides first contacts with consumers through telephone calls, email, in their homes, or walk in contacts. Screens and assists individuals with identifying long term and short-term care needs, programs, and benefits available to consumers based on income and service criteria. Provides service referrals based on state managed ADRC database as directed in ADRC policy. Mails information about services and applications for services to consumers. Responds to situations requiring short-term assistance. Responds to referrals made on behalf of consumers by service providers and community members. Interviews consumers, service providers, and community members regarding consumer service needs Arranges for and/or develops resources for providing assistance from family, neighbors, churches, service organizations, etc. as needed. Coordinates with medical professionals and mental health professionals as needed. Receives all Preadmission Screening (PAS) requests from hospitals and nursing facility staff and enters screening data for PAS case managers. Performs screenings for services provided by OCWCOG. Records all calls and encounters with consumers in appropriate state and internal information systems as direct by policy. Updates the state managed ADRC Referral database as directed by policy. Acts as a mandated reporter of abuse and neglect of adults over age 65, adults with physical disabilities, adults with developmental disabilities, adults with a mental illness, and any children under 18 years, to appropriate agencies.
15% Essential Duty 2: Resource Outreach
Provides presentations and outreach to community groups and businesses. Provides follow-up to assist consumers in accessing appropriate resources or services. Provides advocacy on behalf of consumers as needed, including facilitating the referral processes for community services groups and agencies.
10% Essential Duty 3: Administrative Processes
Attends meetings, staffing, and training as directed by supervisor. Performs other duties as assigned by supervisor.
OTHER JOB DUTIES
Makes presentations to community groups. Attends unit meetings, staffing and training as directed by supervisor. May assess/reassess for the home delivered meals program if directed. Performs other related duties as assigned by supervisor.
WORKING ENVIRONMENT Work is performed primarily in an office environment utilizing a personal computer, telephone, and a variety of office equipment. Position requires sitting for long periods of time and extensive computer and telephone use. Field work requires transportation and utilizing laptop computer. May risk exposure to people with irrational/hostile behavior and/or contagious diseases. May risk contact with domestic animals while making client visits. Occasional travel to various meetings and training courses is also required.
SUPERVISION RECEIVED: Receives supervision from the Senior and Disability Services Program Supervisor.
SUPERVISORY RESPONSIBILITIES: None
MINIMUM QUALIFICATIONS Education, Experience & Training Bachelor’s degree preferred, or associate degree plus three (3) years’ experience in social services, along with experience in customer relations, call management, information and assistance or related field that includes phone assessment and triage skills; OR any satisfactory equivalent combination of education, training and experience which demonstrates the knowledge, skills, and abilities to perform the duties of the job.
Knowledge, Skills, and Abilities
Knowledge of and/or experience working with information and referral taxonomy. Broad knowledge of and familiarity with the issues and concerns of older adults and people with disabilities. Knowledge of, and ability to, operate a personal computer, Knowledge of, and experience in, Microsoft software. Ability to acquire and apply confidentiality rules regarding client and provider records; Ability to pay attention to detail and maintain accurate, up-to-date records, and prepare reports using ADRC resources. Ability to summarize data, write accurate, concise, and clear narratives and reports; Ability to effectively interview and communicate with older adults and/or people with disabilities, and/or their family members. Ability to work independently, organize and structure work, handle multiple projects and a high volume of work. Ability to initiate own work with minimum supervision. Good interpersonal and customer service skills and the ability to effectively communicate verbally. Ability to establish and maintain positive and effective working relationships with staff, consumers, other agencies, and the public. Ability to prepare and deliver effective presentations. Ability to assess individuals in their own home to determine appropriate service and/or community referral.
Licenses, Certificates, & Other Requirements
Possession of a Valid Oregon Driver’s License or could obtain reliable transportation to travel throughout the three-county area. Ability to be certified through the Alliance of Information Referral Specialist (AIRS). Position requires successful completion of a criminal history and driving record check.
This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
Requirements are representative of minimum levels of knowledge, skills, and abilities. To successfully perform this job the employee will possess the abilities or aptitudes to perform each duty proficiently.
