Temporary Information and Assistant Intake Specialist

Utilizes active listening to explore expressed and unexpressed client needs. Effective listening, written, and verbal communication skills. Ability to communicate effectively over the phone with the elderly, people with disabilities, or caregiver(s). Completes initial telephone assessments on referrals received for Care Management, Waiver, Nutrition and general Information and Assistance requests using designated prescreening tool(s) and documents in specified database systems. Assesses clients' expressed ability to perform ADL's and IADL's. Assesses ability of the client's family, caregivers, church, and community organizations to provide support to the client. Provides appropriate information and referrals to internal programs, DAAA provider network, and community resources. Utilizes creativity to problem solve when limited or no resources are available to address client needs. Accurately documents all required information in specified database in timely manner. Explores community resources to identify referrals to expand resource database. Retrieves and responds to client voicemail and online messages in a timely manner. Responds to client referrals from internal programs and community organizations in a timely manner. Provides one-on-one assistance to client walk-ins as necessary. Familiarity with community-based resources, and ability to maintain knowledge base with current information. Ability to learn and apply information and procedures provided in training to daily operations of the position. Familiarity with basic medical, aging, and service terminology. Computer proficient, including knowledge of Microsoft Office 365 software and applications. Excellent organizational skills with attention to details. Ability to collaborate well with colleagues. Follow Federal Health Insurance Portability and Accountability Act (HIPAA) guidelines when working with confidential and sensitive information. Performs other agency duties as assigned. Minimum high school diploma. At least a year of experience in a call center or customer service setting. Temporary Information & Assistance (I&A) Intake Specialist will be responsible for responding to customer inquiries, solving problems, and providing exceptional customer service. Provide information and referrals to seniors, people with disabilities, and caregivers. Conduct initial telephone assessments to determine eligibility of clients for Care Management, Waiver, and Nutrition Programs. Assess client needs, provide appropriate referrals, evaluate financial eligibility for client participation, assess client support potential, and complete telephonic screening tools.