Information and Assistance Specialist

Description

The purpose of the Information & Assistance Specialist position is to provide the general public, but particularly adults who are either elderly, persons with intellectual/developmental disabilities, physical disabilities, mental illness, and/or substance use disorders, youth who are transitioning to the adult long-term care system, and their caregivers with information, referrals, and assistance in accessing a wide range of community resources. The position is located at the Aging and Disability Resource Center (ADRC) of Douglas County.

Wage is based on the 2025 scale: $28.68 - $31.00 per hour. FLSA status: non-exempt. Full-time based on 37.5 hours per week.

Douglas County offers a competitive benefits package including but not limited to:

• Annual wage increase based on eligibility
• Paid, on-the-job training and advancement opportunities
• 85% county contribution to health and dental premiums
• Health Savings Account (HSA) available to all employees enrolled in the county's medical plan, with annual contributions provided by the employer and the health plan
• Wisconsin Retirement- One of the most well managed retirement systems in the nation- Contributions are paid according to current year rates set by WRS Employee Trust Fund. Refer to www.etf.wi.gov for further detail
• County-paid Life Insurance Policy – coverage equivalent to annual salary - affordable Supplemental, Additional, and Spousal/Dependent coverage available at employee’s expense
• Competitive paid time off including vacation, sick time, personal days and holidays
• Public Student Loan Forgiveness (PSLF) Employer

Essential Duties

The following duties are normal for this position but should not be construed as exclusive or all-inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Provides accurate and objective information relevant to the individual’s expressed need either via phone, office appointment or home visit.
• Provides individualized counseling about the options available to meet long-term care needs based on individual goals, strengths, and preferences.
• Provides follow-up services as needed to determine outcomes and to offer additional assistance as necessary.
• Assists individuals in determining eligibility for publicly funded long-term care services by administering the Long-Term Care Functional (LTCFS).
• Provide enrollment counseling to individuals determined eligible for publicly funded long-term care programs.
• Provides outreach and community education to the general public and to the ADRC’s target populations.
• Provides short term service coordination as needed.
• Connects individuals to emergency resources in the community when a situation involving immediate risk is identified.
• Provides advocacy on behalf of individuals served by the ADRC.
• Assists in health promotion, prevention and early intervention programming.
• Collects and records customer demographic information and encounters using the identified ADRC’s client tracking database.
• Participate in mandatory department and unit trainings.
• Knowledge of and/or experience with public benefits preferred.
• Ability to travel to customers’ homes, when necessary.
• Ability to attend and successfully complete training as required by the Wisconsin Department of Health Services (DHS) and the ADRC.
• Performs other duties as required.

Minimum Qualifications

• Bachelor’s degree, preferably in a human services-related field, or a license to practice as a registered nurse in Wisconsin pursuant to Wis. Stat. § 441.06.

• The equivalent of at least one year of full-time experience in a health or human services field working with older adults and/or adults with disabilities. Qualified work experience may be paid or unpaid and may include internships, field placements, and volunteer work.
• Must possess and maintain a valid driver’s license and access to reliable transportation.

Supplemental Information

Required Competencies

• Communicates clearly and effectively, both verbally and in writing, ensures understanding, and conveys information accurately.
• Collaborates effectively with colleagues, contributes to group efforts, and fosters a cooperative and supportive work environment to achieve common goals.
• Takes responsibility for actions and decisions, follows through on commitments, and ensures tasks are completed accurately and on time.
• Takes proactive steps to address opportunities and challenges, shows a strong drive to achieve results, and goes above and beyond.
• Makes informed and timely decisions, evaluates options thoroughly, and takes responsibility for outcomes.
• Demonstrates a strong desire to achieve goals, seeks continuous improvement, and strives for excellence in all endeavors.
• Identifies and addresses conflicts promptly, mediates disputes, and fosters a collaborative environment.
• Demonstrates a strong awareness of safety protocols, promotes a safe work environment, and ensures compliance with safety regulations.
• Shows tolerance for different perspectives, remains patient and open-minded, and fosters an inclusive environment.

• Knowledge of community resources available to target populations served by the ADRC.
• Knowledge of the warning signs of abuse, neglect, self-neglect, and financial exploitation and be able to identify customers who may be at risk.
• Knowledge of and ability to demonstrate an understanding of cultural competence and diversity when providing services.
• Knowledge of computers, computer programs and data entry.
• Basic knowledge of Wisconsin’s Medicaid long-term care programs and their eligibility, requirements, and procedures.
• Basic knowledge of customer service skills.
• Ability to maintain confidentiality and discretion regarding business-related files, reports and conversations, within the provision of open records laws.
• Ability to perform detailed work accurately and independently in compliance with required timeframes.
• Ability to establish and maintain effective working relationships with supervisors, coworkers, customers, providers and staff of other agencies.

This position operates in a professional office environment and routinely uses the standard office equipment such as computers, phones, photocopiers, scanners, and fax machines.

Job duties may be carried out in customers’ homes, clinics/hospitals, nursing homes and assisted living facilities.

This position performs non-sedentary and sedentary work. Non-sedentary work includes walking distances on uneven surfaces and climbing stairs, standing and sitting, carrying work equipment and the ability to lift up to 25 pounds.

• Testing may be administered to assess skills and abilities necessary to perform the essential duties of this position. Structured interview, references and/or background investigation.
• Complete the necessary training to become certified in the administration of the Long-Term Care Functional Screen.
• Complete any mandatory training in the ADRC’s Learning Management System.