Resource Specialist

About the role

The Resource Specialist conducts telephone and possible in-person interviews with individuals inquiring about long-term services and support while adhering to excellent customer service standards.

Job Duties

• Promote positive employee relations and fosters excellence in customer service.
• Provide individuals with Support Navigation and/or Information and Referrals as appropriate based on their identified needs.
• Connect individuals with appropriate community resources.
• Complete Long-Term Service and Support Questionnaire (LTSSQ) and Support Navigation within the Ohio Benefits Long Term Service and Supports (OBLTSS), PIMS and Five9 IT platforms.
• Adhere to documentation timeframes and requirements within the OBLTSS, PIMS and Ohio Benefits IT systems.
• Maintain confidentiality according to Agency policy.
• Communicate and collaborate with Single Entry Point (SEP) partners, community partners and stakeholders.
• Advocate for and assist individuals who require extra support to access the necessary services.
• Make immediate referrals to emergency responders when the caller is in a crisis or in an emergency; conduct follow up to ensure needed assistance was received.
• Participate in training, meetings, in-services, volunteer events, and continuing education opportunities for professional development or as requested by supervisor, manager or director.
• Potential travel to community and consumer locations within our five-county service area (Geauga, Lake, Cuyahoga, Lorain and Medina) for Resource Center outreach and community presentations.
• Report abuse, neglect, or exploitation of older adults as a mandated reporter as required by Ohio law when appropriate.
• May be asked to support practicum experiences of students from educational institutions and assist with training and/or precepting of new employees.
• Abide by the professional code of ethics established by licensure, if applicable.

Qualifications

• Aceessory’s degree in human services, health sciences or related field, OR Certified Community Health Worker OR 3 years of I&R experience is required.
• Preference will be given to a Bachelor of Arts/Science degree in Social Work, Gerontology or similar.
• At least one year of experience providing information and assistance, information and referral or other related experience.
• Prefer an individual who is Inform USA Certified (previously AIRS) or ability to attain Inform USA certification within one year of hire.
• Requires basic knowledge of medical terminology.
• Able to communicate in a friendly manner to help the individual feel comfortable using the agency's service.
• Excellent customer service is a must.
• Must have the ability to determine if the caller is experiencing a crisis or other emergency situation and be able to make an immediate referral to the appropriate emergency responders.
• Knowledge of local resources for the aging and disability population.
• Ability to record information concurrently with phone interview in an accurate, timely manner is essential.
• Ability to communicate in a collaborative, effective manner with others and to maintain good working relationships.
• Must have intermediate computer skills, including Microsoft Office applications and use of dual monitors.
• Ability to use and will be trained on the Ohio Department of Aging PIMS documentation program, Ohio Dept. of Medicaid's Ohio Benefits Workers Portal, Ohio Benefits Long Term Services and Supports System and MITS, MS 365 and others.
• Ability to use and transport a laptop computer and, therefore, must be able to lift/carry a minimum of twenty (20) pounds.
• Ability to ambulate enough to access community organizations and locations which may not be readily accessible.