LTC Services Screener II

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Job Title: LTC Services Screener II

LTC Services Screener II - Job Description

Job Description

LTC Services Screener II - Screen requests for people who are aging and those with disabilities who are applying for Long Term Care Services and Supports that enable them to remain in the community. Work involves interviewing elderly consumers and consumers with disabilities, explaining, and referring consumers to the appropriate services. Processes Community Care Services & Eligibility (CCSE) referrals for unit assignment. Provides general and specific information about CCSE services to individuals and the public. Makes appropriate referrals to other program areas and to the community organizations. Generates change requests from consumers, family members, and/or contracted provider agencies. Provides specific information regarding Interest List services and status of placements. Handles high volume incoming calls in a Call Center environment which may include working a schedule from 8am – 5pm. Work includes operating a computer. May perform clerical duties on rotation.

Essential Job Functions

• Answers the toll-free Intake Line for Region 11 CCSE.

• Attends work on a regular and predictable schedule in accordance with agency leave policy.
• Be familiar with and follow all HHS policies and procedures relating to job performance and work rules.
• Accept and process telephone and fax requests for CCSE program services. (30%)
• Provides general and specific information about CCSE program services. (25%)
• Refers intakes to CCSE staff. (20%)
• Refers individuals to other programs, agencies, and other community organizations. (20%)
• Completes special assignments and/or reports. (5%)
• Operates a computer to document, update or inquire into case records.
• Handles high volume incoming calls in a Call Center environment.
• Communicates on a basic level with others (internally and externally) to provide, exchange or verify information on CCSE Services.
• Answer inquiries, address issues, or resolve/report problems or complaints.
• Operates a computer to document, update or inquire into case records.
• Prepares report/record of each call received to provide management information on program operations.

Registrations, Licensure Requirements or Certifications

Valid driver’s license

Knowledge Skills Abilities:

• Ability to effectively communicate orally and in writing.
• Ability to set priorities, establish timeframes, and meet deadlines.
• Ability to establish and maintain effective relationships with individuals receiving services, co-workers, contract agency staff, and staff from other federal or state agencies.
• Ability to operate computer and general office equipment.
• Skills in the use of automated software (i.e., Microsoft Office, SharePoint, etc.)
• Knowledge of interviewing techniques to obtain personal information, to make inquiries, and to resolve conflicting statements.
• Knowledge of resources that serve individuals who are older or have a disability.

Initial Screening Criteria

• High School Diploma or equivalent is required.
• Application indicates willingness to travel at least 25% of the time for meetings and trainings.
• Experience using email and other automated applications, such as Microsoft Office products.
• Ability to communicate effectively in writing as observed by detail and completeness of information provided on the state application.
• Application indicating bilingual: English/Spanish preferred.

Additional Information

Must be willing to attend trainings. Must be willing to travel including overnight stay as required.

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form