What are the responsibilities and job description for the Information and Assistance Specialist position at Tri-County Office on Aging?
General Responsibilities: Receives inquiries from participants and/or caregivers, provides information on services and makes referrals appropriately. Networks with community and Tri-County Office on Aging (TCOA) staff to receive and provide current information about resources. Promotes the concept of Person-Centered Thinking.
Essential Job Functions: (Reasonable accommodations will be provided, if necessary, for individuals with disabilities who can perform the essential job functions.)
- Responds to inquiries from participants, caregivers, agency staff and community members who request information on agency and community services and benefit programs. Interacts with participants through a variety of methods including phone calls, face-to-face conversations, emails, and outreach events.
- Provides advocacy with and for participants to assist them in obtaining benefits and services to which they are entitled, including completing applications for Department of Health and Human Services (DHHS) or other community programs.
- Maintains complete, accurate and timely documentation in appropriate databases regarding each participant inquiry and completes reports as needed.
- Develops and maintains knowledge base of current agency and community resources through activities such as attending local collaboration meetings in the community, researching the internet, working in conjunction with Millage Service Team members and participating in TCOA staff meetings.
- Assists with development and ongoing maintenance of TCOA resource directory, website, handouts, literature rack and other tools used to disseminate information about community and agency resources.
- Serves as primary back up to Crisis Services Program.
- Attends various agency related meetings.
- Serves as initial contact for Ingham County Senior Millage participants and when appropriate makes referrals, completes required documentation and provides follow-up as needed.
- Serves as initial contact for the Case Coordination program and is responsible for adding new participants to the wait list and for making quarterly contact calls to individuals on the wait list.
- Works collaboratively with other Access Team members to assist participants, share resources, and help educate each other.
- Completes Project Based Voucher applications for individuals who may qualify for this program and makes other appropriate referrals for homeless individuals.
- Assists with the distribution of the Information and Assistance Participant Satisfaction Survey.
- Assists with the maintenance and review of the private hire aide list.
- Assists with adding, updating, and the annual review of agency lists and information in the Information and Resources for all common files per the agency’s Resource Development Policy.
- Examples of job functions listed do not include all tasks which may be found in this position. Duties and responsibilities may be added, deleted, or modified at any time.
Knowledge, Skills & Abilities:
- Commitment to the organization’s missions and goals.
- Computer skills sufficient to learn specific software programs.
- Ability to maintain confidential information regarding all aspects of participant, volunteer, employee, and agency information.
- Ability to work independently or as part of a team.
- Ability to communicate effectively and establish good relationships with staff, participants, volunteers, and vendors.
- Ability to represent the Agency in a professional manner.
- Must be able to adjust priorities to meet deadlines in a timely manner.
- Ability to meet department standards with regard to job knowledge, participant focus, initiative, productivity, communication, teamwork, and attendance.
Requirements:
- Associates Degree is required. Bachelor’s Degree preferred.
- A minimum of 1 years’ experience in the field of aging is required.
- Inform USA certification, either current or completed within 12 months of employment, is required.
Working Conditions:
- The work environment is a typical office setting. Safe work practices in regard to office equipment; avoiding trips/falls and observing fire regulations are required.
- Physical mobility is required for sitting, walking, standing, bending, and lifting/holding/carrying objects of up to 20 pounds.
- Ability to enter and access information using a computer. Must be able to communicate effectively with participants, co-workers, volunteers, and vendors in person and over the telephone.
- Sensory requirements include exposure to conversational noise levels, everyday office activities and varying levels of stress.
Health Insurance Portability and Accountability Act (HIPAA)
All employees who have access to protected health information or personally identifiable information, are required by the HIPAA Privacy & Security Rule to receive training to ensure an understanding and knowledge of the Privacy & Security Rule that corresponds to their duties. Training on the requirements of the HIPAA Privacy & Security Rule and the policies and procedures is a prerequisite for this position. Employees who violate the requirements of the HIPAA Privacy & Security Rule will be subject to discipline up to and including termination of employment.
Reports to: Access Services Manager
Work Location: Lansing, MI
Base work schedule: Monday – Friday, 8:00a.m. – 5:00p.m., 40 hours/week, Full Time
To view the complete posting and to apply online visit, https://www.tcoa.org/employment/ or to apply in person, visit us at Tri-County Office on Aging, 5303 S. Cedar, Suite 1, Lansing, MI 48911.
Tri-County Office on Aging is an Equal Opportunity Employer
