ESSENTIAL FUNCTIONS
Essential duties and functions include the following. Other related duties may be assigned.
- Answers incoming calls and emails to the AAA and 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 requesting assistance from the AAA and 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 Texas Health and Human Services Commission (HHSC) long-term support services and AAA 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 AAA and ADRC target populations.
- Documents outreach activities per agency requirements.
- Assists with conducting surveys to help determine level of satisfaction with programs and services.
- Support outreach for AAA and ADRC programs and provide presentations to community and professional groups to coordinate, improve, and stimulate interest in the AAA and ADRC and support partner agencies.
- Assist clients in accessing AAA- and 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 AAA and ADRC activities, including TV, radio, photography, recordings, and social media.
- 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.
Certifications
n/a
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 general customer service standards.
- 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, especially for customer support and documentation.
- 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.
Pay: $20.00 - $22.00 per hour
Work Location: In person
