Customer Services Specialist I

Northeast Florida Area Agency on Aging, Inc.; Washington (District of Columbia); On-site; USD 32,000 - 48,000; Full time

Job summary

ElderSource is seeking an Information and Referral Specialist to assist elders, people with disabilities, and caregivers by connecting them with community resources. The role involves handling a busy helpline, providing accurate referrals, and maintaining client confidentiality in a fast-paced environment.

Responsibilities include documenting caller details, scheduling appointments, advocating for clients, and coordinating with partner agencies to ensure timely support and follow-up.

Qualifications

• High School Diploma and at least two years in information and referral services or related work.
• Comply with Inform USA Standards for Professional Information and Referral (with training).
• Experience in a call center or high-volume phone environment preferred.
• Proficiency in data entry and maintaining client confidentiality.
• Ability to work in a fast-paced, service-oriented setting.
• Strong written and verbal communication skills.

Responsibilities

• Answer the Aging and Disability Resource Center helpline and triage caller needs.
• Provide information and referrals to Medicaid, Medicare, LTC, DOEA programs, or private pay.
• Record caller information in the information and referral database.
• Schedule appointments and assist callers with referrals for needed services.
• Advocate for clients and follow up on referrals to determine outcomes.
• Coordinate with other aging network agencies and perform follow-ups as required.
• Respond to emails, letters, and voicemails; participate in community events when needed.

Skills

Information & Referral

Telephone etiquette

Computer literacy

Written communication

Oral communication

Data entry

Education

High School Diploma

2+ years relevant experience

Tools

Information & Referral database

Contact management systems

Microsoft Office

Job description

Description

Summary

Provides information and assistance/referrals on community services to elders, persons with Disabilities and/or their caregivers for possible assistance through the Aging and Disability Resource Center.

Critical features of this job are described under the headings below. They may be subject to change at any time due to reasonable accommodation or other reasons.

I. Essential Duties and Responsibilities include the following.

Other duties may be assigned.

A. Information and Referral/Assistance

1. Answer the Aging and Disability Resource Center Helpline, a fast-paced environment with a high call volume.
2. Triage calls by assessing caller needs and assisting callers to find the resources available (e.g. Medicaid, Medicare, LTC, DOEA funded programs, or private pay) in their community pertinent to their needs while ensuring compliance with Inform USA Standards, Client Confidentiality, and HIPAA guidelines.
3. Provide Information & Referral utilizing the web-based database system.
4. Collect caller demographic information and record into the Information and Referral web-based database system.
5. Provide information regarding resources and make referrals as needed.
6. Schedule 701S appointments utilizing the Time Tap Scheduler feature, as appropriate.
7. Assist callers on ways to negotiate services and benefits and submit appropriate referrals for assistance.
8. Call other agencies in the aging network to obtain information for callers.
9. Implement three-way calls when contacting other agencies on behalf of the caller.
10. Conduct follow-up calls to determine the outcome when a referral is made.
11. Collect caller demographic information and record into the Information and Referral web-based database system.
12. Correct utilization of the database, to ensure all needs/unmet needs are reported.
13. Advocate on behalf of the clients.
14. Respond in writing to e-mails and letters from concerned citizens and information requests from individuals and agencies.
15. Return client voicemails within 48 hours.
16. Process fax referrals received from provider agencies, hospitals, social workers, and other agencies.
17. Connect caller to Satisfaction Survey line at the end of call to gauge caller satisfaction.
18. Provide Information and Referral services at various locations in the community such as health fairs, Disaster Recovery Centers when needed.
19. Participate in monthly staff meetings, retreats and any other functions scheduled throughout the year.

20. When appropriate, staff will utilize the DOEA approved language interpretation line and Florida Relay services to communicate with callers.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

B. Resource Development:

1. Utilize Information and Referral web-based database system to access and retrieve information on community resources.
2. Assist in the data input on the database.
3. Reviews agency newsletters, press releases, brochures, and other materials to keep abreast of current developments in the local aging and disability networks.
4. Help develop and distribute public information materials.
5. Provide I&R at various locations in the community.
6. Participate in related task forces, coalitions, etc. to learn about available resources and to increase public awareness.

II. Working Relationships

A. ADRC Team:

• Ensure effective two-way communication ensuring high quality of service to clients and caregivers.
• Be accountable for performance and the achievement of organizational goals to ensure compliance with contracts, policies and procedures and ensure quality service delivery.
• Foster a workplace environment that is nurturing, supportive, safe, equitable, and welcoming, ensuring person-center high-quality services.

B. Regulatory Bodies/DOEA:

• Ensure compliance with all legal and contract requirements.
• Respond promptly to requests and operate with full transparency.

C. Clients and Caregivers

• Foster an environment that is customer focused, and person centered.
• Ensure timely and efficient response with accurate information and follow-up.

D. Referring Community Partners

• Foster an environment that is customer focused.
• Ensure timely and efficient response with accurate information and follow-up.

III. Supervisory Responsibilities

• This job has no supervisory responsibilities.

IV. Competency

To perform the job successfully, the candidate should demonstrate the following competencies:

A. Analytical

Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; input is welcomed regarding workflows and procedures.

B. Technical Skills

Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. Knowledge of and or the ability to learn electronic data processing equipment is essential.

C. Computer Skills- To perform this job successfully, this position should have knowledge of Contact Management systems; Database software; Internet software; Spreadsheet software and Word Processing software.

D. Cooperation- Ability to develop effective working relationships with clients, caregivers, managers, colleagues, professionals, and community vendors; Ability to maintain a positive "can do" work attitude in a fast-paced environment with regular high call volume.

E. Oral Communication

Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

F. Written Communication

Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

G. Quality

Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

V. Qualifications

To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

VI. Education and/or Experience

High School Diploma and a minimum of two years’ experience in information and referral services, case management, call center services or related work experience. Comply with Inform USA Standards for Professional Information and Referral (receive with training).

VII. Language Skills

A. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

B. Ability to write routine reports and correspondence.

C. Ability to speak effectively before groups of customers or employees of an organization.

VIII. Mathematical Skills

A. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

B. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

IX. Reasoning Ability

A. Ability to define problems, collect data, establish facts, and draw valid conclusions where only limited standardization exists.

B. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

X. Certificates, Licenses, Registrations

Obtain certification as a Certified Information and Referral Specialist through the Inform USA Certification Program.

XI. Other Skills and Abilities

Ensure good interpersonal skills and telephone etiquette. Knowledge of community services, eligibility criteria, and application procedures for need services preferred. Must be able to develop working relationships with public and private agencies.

XII. Physical Demands

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, this position is regularly required to talk or hear. This position is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. This position must occasionally lift and/or move up to 25 pounds.

XIII. Work Environment

The work environment characteristics described here are representative of those this position encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Equal Opportunity Employer – ElderSource values all people in everything we

do. We welcome the unique insights and perspectives of all persons in our

quest to fulfill our mission.