ADVRC Call Center Specialist

Alamo Area Council of Governments•San Antonio, TX

34d

About The Position

This is a non-supervisory call center position within the Aging, Disability and Veteran Resource Center (ADVRC). This position assists veterans of all ages, older adults, caregivers, and individuals with disabilities and their families in obtaining community assistance services to include duties such as conducting phone assessments through person-centered options counseling, coordinating services, and making appropriate community referrals for resources. This position requires familiarity with various government programs, such as Texas Administrative Code (TAC), Administration for Community Living (ACL), Health and Human Services Commission (HHSC), Older Americans Act (OAA), and Office Area Agency on Aging (OAAA), Veteran Administration (VA) and insurance policies regarding aging programs and other AACOG programs, and veteran community resources. Works assisting older adults, caregivers, veterans, and individuals with disabilities and their families in obtaining community assistance services to include duties such as conducting phone assessments through person-centered options counseling, coordinating services, and making appropriate community referrals for resources. Multitask in call center environment; Creating and maintaining confidential records in the client information systems utilized by the agency/department/program; Assess the needs of callers to screen for appropriate services; Coordinating services with internal/external service providers; and Providing information and referrals for community services. Executes independent judgment and skill in utilizing supportive, problem-solving or crisis intervention techniques; Adhering to quality assurance plan, policies, and procedures per internal and external agencies; Performs other job-related duties as assigned. This role involves learning Aging, Disability and Veteran services call center protocols. Providing vital support to veterans, seniors, and individuals with disabilities by connecting them with essential services and resources, promoting their wellbeing and independence through individual follow-up, and on-going monitoring of clients' status of requests with the Area Agency on Aging (AAA) Alamo Service Connection and Alamo Veterans Network (AVN); Intakes calls daily; staff on incoming calls for service, such as care coordination, benefits counseling, Health and Wellness, Ombudsman and Nutrition programs; Follows-up on voice message left after hours and calls clients back within 24 hours; Informs on community and governmental agency resources for veteran, aging, and disability populations; Ensures call volume for the call center is in accordance with contractual obligations; Knowledge and skill in the use of computer software applications for drafting documents, data management, and completing reports as required; Perform other job-related duties as assigned

Requirements

High school diploma or its equivalent
Two (2) years of social service work experience and training, which provides the required knowledge, skill, and abilities

Nice To Haves

Bilingual English/Spanish preferred

Responsibilities

Conducting phone assessments through person-centered options counseling
Coordinating services
Making appropriate community referrals for resources
Multitask in call center environment
Creating and maintaining confidential records in the client information systems utilized by the agency/department/program
Assess the needs of callers to screen for appropriate services
Coordinating services with internal/external service providers
Providing information and referrals for community services
Executing independent judgment and skill in utilizing supportive, problem-solving or crisis intervention techniques
Adhering to quality assurance plan, policies, and procedures per internal and external agencies
Learning Aging, Disability and Veteran services call center protocols
Providing vital support to veterans, seniors, and individuals with disabilities by connecting them with essential services and resources
Promoting their wellbeing and independence through individual follow-up
On-going monitoring of clients' status of requests with the Area Agency on Aging (AAA) Alamo Service Connection and Alamo Veterans Network (AVN)
Intakes calls daily
Staff on incoming calls for service, such as care coordination, benefits counseling, Health and Wellness, Ombudsman and Nutrition programs
Following-up on voice message left after hours and calls clients back within 24 hours
Informing on community and governmental agency resources for veteran, aging, and disability populations
Ensuring call volume for the call center is in accordance with contractual obligations
Knowledge and skill in the use of computer software applications for drafting documents, data management, and completing reports as required
Perform other job-related duties as assigned