Job Overview
The San Francisco In-Home Supportive Services (IHSS) Public Authority is dedicated to helping older adults and people with disabilities live independently and thrive in the community. We are a small agency with a dedicated staff working to connect Consumers to the services of Home Care Providers and other community partners. Our work is crucial, challenging, and rewarding and each member is critical to our success.
Successful Team Members are driven by:
- A deeply held belief and commitment to diversity, equity and inclusion in our workforce and the persons we serve.
- The understanding that every action we take directly and positively impacts the well-being, safety, and dignity of our consumers.
- A culture of empathy, encouragement, and support in interactions with each other, those receiving our services, and our community partners.
The Registry Counselor plays a critical role in the IHSS Public Authority's Provider Registry, a referral service that supports the IHSS program by helping eligible consumers find independent home care providers to deliver their authorized in-home supportive services. The Registry serves as a bridge between consumers who need assistance to remain safely in their homes and providers who are available to perform IHSS services. The Registry Counselor identifies consumers' needs, preferences, and service requirements and refers them to appropriate providers. As the primary point of contact for new consumers, the Registry Counselor guides them through the intake process, provides information about IHSS and Registry services, and helps facilitate successful provider-consumer matches. The successful candidate will have excellent communication and interpersonal skills, empathy, and a professional demeanor to provide a compassionate, professional, and welcoming experience for consumers, even in challenging situations.
Responsibilities
- Consumer Intake and Home Care Provider Matching:
· Assist consumers in identifying their needs and preferences for a home care provider during the intake process.
· Timely documentation of all communications regarding consumer care plans and service needs in Salesforce.
· Provide supportive coaching and information to consumers and home care providers navigating the IHSS system.
· Effectively communicate with consumers, their representatives, home care providers, office staff, management, business partners, and the public.
· Clearly explain services verbally and in written form, ensuring all parties have a clear understanding of expectations.
· Accurately enter provider and consumer information into the Salesforce database.
· Maintain confidentiality of case files through proper documentation and case notes.
· Conduct follow-up on consumer and provider matches to ensure satisfaction and address any concerns or issues.
· Investigate and process consumer and home care provider complaints according to established Policies and Procedures.
· Conduct consumer satisfaction surveys and record responses in Salesforce.
· Serve as a Registry & Back-up Provider Services (BUPS) team member by managing referrals and coordinating services to ensure timely and effective support for BUPS participants.
· Participate in a shared seven-person rotation to monitor urgent requests and coordinate services as needed, with one-week coverage assignments from 5:00 p.m. to 8:00 p.m. on weekdays and 9:00 a.m. to 8:00 p.m. on weekends; compensation is provided for time worked.
· Collaborate with other programs ensuring delivery of services is unified and without repetition.
· Perform other assigned duties to contribute to the overall success of the organization.
Administration:
- Respond to service requests within 48 hours.
- Input confidential consumer and home care provider data accurately and thoroughly.
- Document all communications regarding consumer care plans and service visits in Salesforce within one business day.
- Review and confirm agency provider timecards, entering hours into Salesforce within specified deadlines.
- Consult with team members on escalated issues, adjusting action plans for consumers and addressing performance issues for agency providers.
- Contribute to planning for new service program components.
- Assist callers with general questions about the IHSS system
- Perform other assigned duties as required.
Note: This job description is intended to provide a general overview of the position and may not include all the responsibilities and tasks required for the role.
Technical Knowledge
- Intermediate levels skills in MS office Suite
- Ability to learn Salesforce and other systems
Requirements
- Bilingual proficiency in Cantonese and English is essential for effective client communication. Additional languages of Spanish, Mandarin, Russian and other languages are welcome.
- Four years of relevant experience, or a combination of college education in social services or similar field and work experience, or equivalent combination education and experience. Bachelor’s degree preferred.
- Enjoys the challenges of solving scheduling puzzles.
- Confident keyboarding with high accuracy under deadlines.
- Bilingual or multi-lingual proficiency: Cantonese and English are required. Additional languages of Spanish, Mandarin, Russian and other languages are welcome.
- Prior experience in workforce scheduling, direct consumer contact, in social services or health care settings. Positive attitude with compassion and patience.
- Cultural sensitivity to diverse cultural and language backgrounds.
- Demonstrated knowledge or capacity to understand issues and services related to disability, aging, personal assistance services, Registry operations, the IHSS program and independent living principles.
- Possesses good knowledge of Medicare, Medi-Cal and other entitlement programs.
- Ability to speak and write English professionally.
- Able to maintain the highest level of consumer satisfaction and home care provider relations.
- Availability to work occasional evenings and weekends as part of the after-hours rotation to promptly receive reports of service barriers and respond to urgent requests for services.
- Ability to maintain and prioritize workflow under demanding volume.
Mandated Reporter - Every employee complies with Welfare & Institutions Code (W&I) section 15630(a) California law (mandated reporter) requiring them to report known or suspected abuse of dependent adults or elders, immediately by telephone or as soon as practically possible, and by written report with two (2) working days (W&I) section 15630(b).
Confidentiality - Every employee protects and secures confidential personal information related to our staff, home care providers, and consumers.
Hybrid work environment – Our office requires a minimum of 2 days a week in the office. In addition, attendance is required at in-person meetings and events. All policies are subject to change based on the program or organization’s needs.
Covid-19 - All staff must be fully vaccinated against COVID-19 and able to submit proof. A reasonable accommodation may be requested.
Equal Opportunity Employment Statement- The IHSS Public Authorityis committed to providing equal employment opportunities to all employees and applicants for employment. The IHSS Public Authority prohibits discrimination and harassment based on the following characteristics: race, color, caste, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic conditions), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran or military status, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, and any other characteristic protected by state or federal antidiscrimination law covering employment.
Reasonable Accommodation & Disability - We strive to make a healthy, productive work environment for all. Reasonable accommodation(s) to qualified individuals with disabilities are available as part of the application and interview processes. If accommodations are needed as part of the application or interview process, or workplace accommodations are needed after a job offer is made, please contact Human Resources at (415) 593-8114.
Benefits - SFIHSSPA offers a comprehensive benefits package including health insurance, dental insurance, pre-tax commuter benefits, employee assistance program (EAP), flexible spending account (FSA), Life Insurance, and AD&D Insurance, 401k with 3% employer contribution, and generous paid vacation and sick time pro-rated based on 75% time work week or more.
Pay: $67,966.00 - $70,335.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: Hybrid remote in San Francisco, CA 94103
