CLIENT SUPPORT ASSISTANT II- HOPWA

JOB SUMMARY

The Client Support Assistant is responsible for screening individuals for housing assistance, facilitating their engagement with housing services, providing "peer support" that includes social interaction, emotional support, and guidance in independent living. This role involves client orientation and education regarding health, social service delivery systems, ensuring positive medical outcomes and stability. The Client Support Assistant is tasked with engaging, informing, supporting, and empowering eligible individuals who wish to receive services from Care Resource. Additionally, they play a key role in the intake process by collecting necessary documentation and providing administrative support to expedite service delivery. This position also includes responsibilities related to scheduling appointments with clients and patients as required.

JOB RESPONSIBILITIES

• Welcome clients into the agency and provides orientation/education regarding the agency and its services.
• Provides initial HIV/AIDS orientation and education to clients, including what to expect from the HIV service delivery system.
• Provides initial information regarding applicable County’s Service Delivery System and provide for clients with or without HIV clients requesting housing.
• Assist with initial client’s intake, paperwork and applications for financial and Housing eligibility.
• Assist clients with housing after screening to obtain referral for different housing programs.
• Assist in the development of individual client care plan.
• Help clients schedule appointments, document assistance with referrals and follows up with providers to ensure clients attend appointments.
• Monitors client’s housing, other support services and requirements.
• Provides educational support to clients to enhance their knowledge and understanding housing protocols.
• Ensures that service providers in the referral network are active, and that formal Memoranda of Understanding and HIPAA Business Associates agreement are executed.
• Requests information from third parties about clients (SFAN numbers, proof of income, proof of HIV status, etc.) and proof of Broward County residency.
• Walks clients through initial appointments for housing, medical care and other support.
• Contacts clients to verify and/or remind them of appointments with other departments or other agencies.
• Conducts periodical Client Satisfaction Surveys, Quarterly Client Advisory Committees or Orientation meetings.
• Maintains record keeping requirements and assists with chart reviews for Q/A purposes as requested.
• Assists clients to maintain independent households, assuring regular and personal contact for social interaction.
• Conducts home visits to assess barriers to independent living as applicable.
• Communicates with clients one to three days before a foreseen hurricane/natural disaster according to emergency plan procedures.
• Accurately makes changes and cancels appointments within NEXTGEN, Intergy and other agency scheduling systems.
• Keeps current lists of all agency employee contact phone numbers including alternate numbers.
• Receives and tracks e-mails from supervisors that inform of staff absences daily including staff covering the absent person’s work.
• Attends client and patient’s phone calls promptly who are attempting to access services and provides them with accurate and timely information.
• Requests updates from departmental supervisors to resolve problems with staff’s schedules to ensure accuracy.
• Reports on various concerns, complaints and compliments received via phone.
• Transfers complaints directly to the senior, supervisor or manager responsible for the area of concern.
• Participates in staff training sessions and other meetings as required by the agency and/or the funding sources.
• Participates in agency developmental activities as requested.
• Other duties as assigned.

Safety

• Ensure proper hand washing according to Centers for Disease Control and Prevention guidelines.
• Documents patient’s medications correctly, makes sure each patient knows which medicines to take when they are at home and encourages each patient to bring their up-to-date requirements for the Housing Case Manager visit.
• Ensures each new client receives screening for their risk of suicide.
• Understands and appropriately acts upon assigned role in Emergency Code System.
• Understands and performs assigned role in Agency Continuity of Operations Plan (COOP).

Culture of Service: 3 C’s

Compassion

• Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.

• Listens to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.

Competency

• Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered

Commitment

• Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed

• Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided

Safety

Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.

Understands and appropriately acts upon the assigned role in Emergency Code System.

Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

Contact Responsibility

The responsibility for internal and external contacts is frequent and important. 

Physical Requirements

This work requires the following physical activities: frequent sitting, bending, standing, walking, talking in person and talking on the phone. Occasional driving, stretching/reaching and lifting up to 50 lbs. are required. Work usually is performed in an office setting. 

Other

Participates in health center developmental activities as requested.

Other duties as assigned.

Job Knowledge and Skills:

Bilingual (English -Spanish/ English-Creole) is required. Computer knowledge should include Care Resource phone system, Word, Excel and Outlook. Must become knowledgeable about agency databases (NEXTGEN, PE (Provide Enterprise and HMIS) and their interrelation to appointment scheduling within first 30 days of employment. Excellent customer service, phone etiquette and communication skills are needed to handle multi telephone lines and tasks and work with very high call volumes. Good organizational and teamwork skills are required to prioritize workflow. Must maintain punctuality and perform in a detail oriented and accurate manner at all times. The ability to work with multicultural and diverse population is required.