What are the responsibilities and job description for the Client Services Specialist position at FSL Programs?
Job Description
Job Description
Position Summary
The Client Services Specialist assists FSL’s community service programs to attain contractual program objectives and goals by providing direct assistance and case management services to vulnerable populations using resources from various funding sources. Encourages and promotes self-sufficiency through assessment of client needs, listening to concerns, and connecting clients to community resources and other educational opportunities designed to assist them with services such as budgeting and finances, employment services and other necessary support systems that will increase a person’s ability change, be self-sufficient and / or improve their quality of life. Serves as a liaison between FSL community service programs and external community organizations.
This position does not have direct reports.
Essential Functions :
of Time
Intake & Assessments
First point of contact for applicant screening of the programs and referrals
Performs client intake procedures for all referral and walk-in clients by completing telephonic intakes, eligibility screenings, document collection, applications, and referrals
Performs assessment of client needs and determines eligibility for programs and services
Communicates in person or via email or telephone regarding qualifications, follow-ups or requirements
Case Management
Provides case management in a confidential, timely, effective, efficient, and client-centered manner
Coordinates and provides services such as budgeting and finances, employment services and other necessary support systems that will increase the person’s ability change, be self-sufficient and / or improve their quality of life
Provides referral services for clients whose needs are outside their scope of practice and / or not available at the program site
Completes and compiles demographic information for funding sources
Custodian of Records
Processes and maintains application using electronic records system
Maintains client files in accordance with funding sources regulations, contract requirements and FSL procedures, with special emphasis on client confidentiality
Quality & Compliance
With a strong focus on client satisfaction, ensures compliance with all FSL policies, procedures, and practices, and other contract and licensure requirements, and funding sources; and applies knowledge to the work in accordance with quality standards
Records and compiles data as a part of the program's quality and performance review
Attends and actively participates in initial and on-going training and development programs and opportunities, weekly unit meetings all staff meetings, and demonstrates learned concepts on the job
Participates in assigned work teams, as requested and appropriate
Engages in continuous improvement efforts, as assigned, and strives to continuously improve the quality of care and self
Communicates daily and as necessary with colleagues, nurses, supervisor, and leadership
Miscellaneous
Other duties as assigned
Requirements
Education & Experience, Knowledge / Understanding
Bachelor’s degree (B.A.) from a four-year college or university; or one to two years related experience and / or training; or equivalent combination of education and experience
Previous case management experience
Know all FSL programs provided in Service Area
Knowledge of resources available in the community
Possess valid AZ DL and acceptable MVR
Bilingual (English / Spanish)
Clear fingerprint background screening through the Department of Public Safety and comprehensive background clearance
Skills
Strong verbal, written, reading, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population.
Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others.
Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Teams, Word and Excel.
Abilities
Ability to have and maintain reliable transportation and current vehicle insurance
Ability to maintain member confidentiality, privacy and dignity at all times
Ability to work both independently and collaboratively as part of a team
Ability to build effective relationships and nurture partnerships with a variety of stakeholders inside and outside of the organization
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying, and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; identifying the options and solutions for addressing the problems analyzed.
Willingness and ability to embody FSL’s core values :
Have passion for our mission
Follow the golden rule
Do the right thing
Begin with a can-do attitude
Find a better way
Be your best
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
Position works in a climate-controlled office environment
Able to lift and / or move 25 pounds
Requires speaking, bending, stooping, lifting, standing and sitting for long periods of time in office environment
Driving a vehicle during daytime hours for travel between sites and client homes
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