Job Description Help for Job Description. Opens a new window. Client Based Services Representative Requirements High school diploma or G.E.D. equivalent is required. Minimum one (1) year of office experience, operating a multi-line phone system, is required. Experience working with vulnerable populations is preferred Skills/Competency Requirements Manage a multiple-line telephone system. Knowledge of administrative and computer procedures. Navigate within a database. Knowledge of principles and processes for providing customer service. Communication skills to interact with clients and volunteers. Job Summary This position is responsible for collecting, maintaining, and disseminating information regarding Seniors at Lunch (SAL) and Meals on Wheels (MOW) services to Area Supervisors, Volunteer Coordinators, and The Kitchen including the client's status. The individual assists in responding to incoming calls, inquiries regarding the program, and other agency services. Primary duties are to communicate daily and obtain information about meal service, forward telephone calls to agency staff as needed and to take key caller information to create detailed referrals to agency service managers/staff. Essential Duties and Responsibilities

• Retrieves and records phone messages from clients, caregivers, and emergency contacts regarding meal delivery.
• Generates daily Purchase Orders recording cancellations and resumed meal services for Area Supervisors, Volunteer Coordinator, and The Kitchen confirming daily meal count.
• Updates and records new client information in database for meal delivery ensuring accuracy and consistency.
• Records and provides new referral information to Area Supervisor and tracks details on referral log.
• Informs management of problems, complaints, and changes in program status.
• Assists MOW volunteer drivers regarding non-responses, following procedures, documentation, and recording conclusions.
• Assists with answering phones, taking messages and transferring calls to appropriate staff members including Volunteer Coordinators and Area Supervisors. Provides Area Supervisors with referral information and process new start information to establish new clients.
• Create referrals for other services within the agency by asking caller form specific questions and provide service line manager/coordinator with document.
• Calls SAL Site Managers for meal counts.
• Performs data entry of new SAL Clients into computer program (AIMS) and eCIRTS as needed.
• Assists with monthly volunteer log sheets.
• Prints and forwards HDM Route Sheets to Volunteer Coordinators on a weekly basis.
• Prints and forwards SAL documents to Site Managers on a weekly basis
• Work with field staff to obtain needed office supplies monthly
• Make bi-weekly calls to clients receiving frozen home delivered meals.
• Reviews and reconciles weekly meal count with Volunteer Coordinators.
• Conducts internal monitoring of MOW Purchase Orders and weekly Route Planning sheets for accuracy.
• May conduct screenings of potential clients through the Department of Elder Affairs 701 screening process, once applicable training is completed.
• Work with SAL Site Managers and SCAT transportation regarding new applicants and existing clients with transportation to contracted SAL sites.
• Receive Managed Care Medicaid authorizations, perform data entry of new client into AIMS and contact client with meal delivery start date
• Communicate with Managed Care Medicaid Provider of any updates regarding client concerns or renewal authorizations
• Manage authorizations for Managed Care Medicaid clients by keeping track of termination dates and communicate appropriately
• Cross trains with other CBSR's to ensure knowledge of all duties and responsibilities.
• Fulfills assigned monthly lock up duty at the main office.
• May perform other related duties as assigned.

Emergency Disaster Assistance As part of the obligation of the agency, all employees, unless otherwise specified, may be required to be available prior to, during and post disaster. Assignments, as required, will be issued in accordance with directives from Senior Resource Alliance, Brevard County Government, and agency Administration. EOE/M/F/Veteran/Disabilities Employer Aging Matters in Brevard is an equal opportunity employer and maintains a drug-free workplace. We are committed to a respectful, inclusive environment for all employees and clients. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. We participate in the E-Verify Employment Verification Program. Aging Matters in Brevard is a Drug Free Workplace.