Aging & Disability Center Info Referral/Assistance Navigator

GENERAL DESCRIPTION

Performs advanced (senior-level) non-supervisory human services work which requires familiarity with various government benefit and non-profit programs for older adults, persons with disabilities, and their caregivers. Work involves providing persons contacting the Aging and Disability Resource Center (ADRC) of the Capital area with intake, conducting effective assessment of individual needs, and providing application assistance for state long-term services and supports (LTSS) and providing referrals to community resources. Assists with training others. Works under moderate supervision with moderate latitude for the use of initiative and independent judgment.

ESSENTIAL FUNCTIONS

Essential duties and functions include the following. Other related duties may be assigned.

Answers incoming calls and emails to the ADRC information, referral, and assistance (IRA) lines. Ensures calls and emails are answered at a rate commensurate with agency standards and contract requirements.

Assists with walk-ins or appointment clients to the ADRC.

Conducts person-centered consumer assessments and referrals to appropriate resources and benefits by screening and assessing consumer needs, providing technical assistance on programs and services and providing descriptions of community services available to consumers and referrals to partner agencies. Continues ongoing follow-up as needed or requested.

Assists clients with completing applications for HHSC long-term support services, including submitting applications to appropriate HHSC departments.

Documents information, referral and assistance contacts, intakes, and screens accurately and timely per standards required by the agency. Assists in preparing reports based on the data entered into the appropriate database.

Maintains and updates resource data system that provides current and accurate information regarding services that serve the ADRC target population.

Documents outreach activities per agency requirements.

Participates in required training and meetings.

Assists with surveys to help determine level of satisfaction with programs and services.

Support outreach for ADRC programs and provide presentations to community and professional groups to coordinate, improve, and stimulate interest in the ADRC and support partner agencies.

Assist clients in accessing ADRC-specific assistance programs, submit assistance requests, and maintain documentation for special projects, such as Austin Energy Financial Assistance Plus 1 program.

Supports media events promoting ADRC activities, including TV, radio, photography, recordings, and social media.

Assists in the development of program policies and procedures.

Supports on-the-job training of other staff and volunteers.

GENERAL QUALIFICATIONS

Education beyond a standard high school or equivalent may substitute for experience at the direction of the supervisor.

Experience

Minimum of one year of experience working within a consumer assistance field or social services field required.

Experience using MS Office Products required.

Education

Graduation from a standard high school or equivalent required.

Preferred

Bilingual (English and Spanish) highly preferred.

At least one year of experience in providing phone and/or direct social services assistance to consumers preferred.

Experience serving older adults and/or persons with disabilities preferred.

Experience using consumer data tracking software preferred.

Bachelor's degree in a human resources field preferred.

Knowledge, Skills, and Abilities

Knowledge of social services customer support standards and consumer needs assessment.

Skill in the use of standard office equipment and software, including but not limited to MS Office products and shared database systems.

Skill in effective oral and written communications.

Skill in working with vulnerable adults and persons in high-stress situations.

Ability to maintain consumer confidentiality and adhere to federal, state, and agency regulations.

Ability to provide for accurate and complete data records on consumer database system while speaking to consumers.

Ability to develop and maintain positive relationships with social service professionals to support consumer access to services.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.