COMMUNICATION, REFERRAL, INFORMATION AND ASSISTANCE (CRIA) SERVICES COORDINATOR

Prince William County Government - Prince William County, VA3.8

Part-time
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Introduction
Are you someone who loves assisting older persons and caregivers in finding the best and most appropriate resources to meet client's individual needs? Do you enjoy researching available resources to assist clients in making the best possible decisions that can help them remain as independent as they can, for as long as they can? Why not join a team of professionals dedicated to linking adults with the care and services they need when they need it most.

The Prince William Area Agency on Aging has a part time opportunity (25 hours per week) for a Communications, Referral, Information and Assistance (CRIA) Services Coordinator. In this role, you will serve as the access point for Agency services and community resources. CRIA Services Coordinators provide information regarding programs to older adults, persons with disabilities, and caregivers in person, electronically and by phone. Work involves providing general information, making referrals, conducting assessments, giving community presentations and entering that information into data systems. Attention to detail, accuracy and excellent listening skills are critical.

The ideal candidate will have:
Knowledge of the Virginia Uniform Assessment Instrument (UAI) and Options Counseling standards;
Knowledge of health information privacy (Private Personal Information -PPI) and;
Thorough knowledge of existing programs, services and resources available in the community for older adults, adults with disabilities, and caregivers.

Preferred Skills:
Thorough knowledge of community resources and programs to include health information privacy and benefits;
Ability to plan and organize;
Ability to communicate effectively, both orally and in writing;
Excellent listening and customer service skills and exceptional data entry skills and;
Bilingual Speaker - (English/Spanish) is a plus but is not necessarily required to apply.
Community Resource Specialist – Aging-Disabilities (CRS/AD) certification (we will help you obtain this certification within 2 years if you do not have it).
General Definition of Work, Typical tasks, Knowledge, Skills and Abilities
The statements in this class specification are intended to describe the general nature and level of work being performed by incumbent(s) assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

GENERAL DEFINITION OF WORK:
Performs responsible professional work providing counseling and information services and functioning as an access point.
Work is performed under general supervision of the Department Director or Designee. Supervision may be exercised over subordinate staff, volunteers and/or student interns.

General knowledge of the techniques of program planning and development; some knowledge of the principles and practices of supervisory techniques; skill in motivating, developing, and directing people as they work; ability to establish and maintain effective working relationships with individuals in targeted groups, other agencies, and regional personnel engaged in similar work; ability to communicate effectively, both orally and in writing; ability to utilize a variety of computer software and databases; ability to schedule and manage own workload sufficient to meet deadlines; ability to analyze facts and exercise sound judgment in arriving at conclusions; ability to prepare clear and concise reports; ability to establish and maintain effective working relationships with clients, co-workers, and the general public; ability to plan, organize, assign, train and evaluate the work of subordinates.

Agency on Aging:
Work involves counseling and information services to older adults, adults with disabilities and their caregivers regarding insurance benefit programs. Functions as the access point for Agency and contracted services and coordinating work assignments with Agency staff.

Social Services Homeless:
Work involves counseling and information services to households that are homeless or at-risk of homelessness. Functions as the access point for homeless and at-risk for homelessness population and contracted services and coordinating work assignments for referrals.
(All DSS staff members are required to provide emergency human services work in the event of an emergency or disaster.)

Human Rights:
Work involves counseling and information services to residents alleging a claim of discrimination with the Prince William County Human Rights Commission. Functions as the access point for gathering pertinent information to determine if the Commission has jurisdiction, filing charges and coordinating cases with Department staff.

TYPICAL TASKS:
General
Functions as the access point for program related and contracted services, contracts services and coordinates work assignments with program related staff;
Develops and manages systems to resolve issues regarding customers' suggestions, requests, inquiries and complaints;
Screens calls and directs caller to proper agency or division; interacts with other divisions to make proper referrals;
Coordinates, plans and publicizes special projects and events;
Represents agency on local and regional task forces to plan and develop new programs;
Makes recommendations to agency management when policies or procedures need establishment or revision;
Maintains records and prepares reports;
Makes recommendations for policy and procedural changes;
Attends meetings, conferences, and makes public presentations on program related topics;
Inputs and tracks data into Federal and State program related databases;
Plans, organizes, assigns, trains, and evaluates the work of subordinate staff, volunteers and/or student interns;
Interviews and makes recommendation for hire;
Participates in community engagement and awareness activities and committees;
Responds to inquiries and distributes information regarding Medicare, Medicaid, and other public benefit programs;

Agency on Aging
Operates the CRIA and VICAP programs in accordance with services standards set forth by Department for Aging and Rehabilitative Services (DARS);
Responds to questions posed on Resident Assessment Instrument (MDS 3.0 Section Q) on Resident Participation in Assessment and Goal Setting;
Counsels and assists Medicare beneficiaries through VICAP (Virginia Insurance Counseling & Assistance Program);
Assists in preparing informational materials seeking VICAP volunteers;
Tracks agency activity through data entry of data concerning VICAP;

Social Services: Homeless
Targets adults and families who are homeless or at-risk for homelessness populations;
Operates the CRIA program in accordance with services standards set forth by DARS, when possible, and requirements set forth by HUD for Coordinated Entry;
Conducts initial screenings and assessments; initiates eligibility process;
Evaluates, assesses and determines eligibility; refers/authorizes benefits/services;
Ensures application of the "No Wrong Door" philosophy/foundation;
Provides information regarding Continuum of Care;
Ensures Trauma Inform Care strategies are used in a Consumer-Directed model during initial screenings;
Maintains network of facilitators for services.

Human Rights:
Conducts intake sessions with individuals wishing to file a claim with the Commission;
Gathers pertinent information to determine if the Commission has jurisdiction and if the claim is viable;
Drafts and files clear, concise and legally sufficient affidavits of complaint and other necessary documents following acceptable EEOC and other state and federal formats;
Advises complainants of agency procedures, options, obligations, and possible results of filing complaints;
Notifies respondents of complaint and explains agency settlement and investigation procedures;
Provides information to the public concerning discrimination laws and regulations;
Tracks and enters case information into database;
Supervises subordinate staff, temporary employees and/or volunteers;
May provide mediation services;
Provides administrative support to the Office.

KNOWLEDGE, SKILLS AND ABILITIES:
Social Services/AAA:
Thorough knowledge of existing programs, services and resources available in the community for older adults, adults with disabilities, and caregivers or homelessness, as applicable to the work assignment; thorough knowledge of homeless populations and services provided to households, that are homeless or at-risk for becoming homeless; thorough knowledge of Medicare, Medicaid, health information privacy and benefits; general knowledge of the principles and practices of public social service organizations and public assistance programs; general knowledge of current social, economic and health problems and of human behavior and social functioning; ability to comprehend and apply public assistance programs, policies, and regulations;

Human Rights:
Thorough knowledge of the goals and objectives of the Human Rights Commission; thorough knowledge of existing human rights programs in Prince William County; thorough knowledge of civil rights laws and regulations; thorough knowledge of human rights issues; general knowledge of investigative practices, methods and techniques; skill in the development and negotiation of remedies; ability to interpret and apply relevant State and Federal laws, statutes and regulations; ability to gather and analyze data and recommend decisions; ability to research and evaluate information on an objective basis.

Education and Experience
Any combination of education and experience equivalent to a Bachelor's degree in Behavioral Sciences, Human Services, Social Work, Gerontology, Education, Communications, Business, Public Administration, Criminal or Civil Justice or related field, as applicable to the work assignment; and 1-2 years of experience in human behavior services or program planning, as applicable to the work assignment; and 1-2 years of experience supervising subordinate staff, volunteers and/or student interns, if position is supervisory.

Special Requirements

Special Requirements:
Agency on Aging Requirements
Must complete Uniform Assessment Instrument (UIA) Training.
Must pass criminal background check pursuant to VA Code Ann. 19-392-92 (2010) and the Older Americans Act of 1965 as amended in Section 701.
Must be able to obtain and maintain certification in first aid, CPR and AED.
Must pass DMV Record check.
Must possess a valid driver's license.
Must obtain CIRS-A (Certified Information and Referral Specialist – Aging) from the Alliance of Information and Referral Systems, Inc. within the required guidelines.
Mandated reporter of elder abuse.
Background Checks, which may include but are not limited to: Criminal History Check, Credit History Check, Education Verification Check, License Verification Check, and/or Fingerprinting may be required as posted in the job advertisement.

Social Services Requirements

Must obtain CIRS (Certified Information and Referral Specialist) from the Alliance of Information and Referral Systems, Inc. within the required guidelines.
Must successfully complete training in Progressive Engagement and Trauma Informed Care within 12 months from hire, if applicable to the position.
According to Virginia Department of Social Services (effective January 1, 2014) and Virginia Department of Juvenile Justice Standards 6 VAC 35-140-260 (effective 2005), the following background checks may be conducted depending upon the nature of the position: reference check, local, state and national criminal record (fingerprinting), Child Protective Services record, DMV record, and credit history.

Human Rights Requirements
Certified Mediator preferred.