Client Services Liaison, Principal (C43)

ARC•Atlanta, GA

About The Position

The Client Services Liaison, Principal/ADRC 2 supervises an Aging & Disability Resource Connection (ADRC) team and serves as a subject matter expert on the Elderly and Disabled Waiver Program (EDWP), including intake and screening functions, state policies and procedures, the provider network, and general program requirements and trends. The role manages the ADRC team’s core functions and develops strategies and initiatives to support program priorities and improve services. Working with the Access to Services Unit Manager, the liaison identifies program priorities, trends, outcomes, and sustainable program models. The position assigns and monitors EDWP intake work, coordinates quality assurance and quality-of-care reviews, collaborates with partners, supervises staff, and helps develop and implement program policies, procedures, and protocols. The Atlanta Regional Commission is a regional planning and intergovernmental coordination agency focused on issues including growth and development, transportation, water resources, services for older adults, and workforce solutions.

Requirements

Master’s degree in social work, human services, counseling, or psychology; or an equivalent combination of education and experience sufficient to perform the essential duties, subject to other requirements set by law or regulation.
Three years of related counseling, client advocacy, information/referral, or related program administration experience, unless qualifying through an equivalent combination of education and experience.
Knowledge of Georgia’s Elderly and Disabled Waiver Program.
Knowledge of Home and Community Based Services, including SOURCE, CCSP, and ICWP.
Knowledge of Medicare and Medicaid eligibility.
Ability to communicate at all levels within the organization.
Ability to foster teamwork and open communication and build a culture of trust, collaboration, innovation, high performance, and integrity.
Ability to evaluate staff work and internal processes, balance workload with staff resources, and provide leadership and direction for assigned programs.
Highly developed interpersonal skills to interact effectively with internal colleagues, external stakeholders, staff, and others.
Oral and written communication skills.
Proficiency with general office equipment and Microsoft Office software applications.

Nice To Haves

At least one year of supervisory experience.

Responsibilities

Work with the Access to Services Unit Manager to identify program priorities, trends, outcomes, and sustainable program models.
Assign EDWP intake work within the broader ADRC, including referrals, screenings, client calls, and web intakes.
Monitor the quality and completion of work assigned to the team.
Coordinate quality assurance activities, quality-of-care reviews, records, call data, and report reviews.
Collaborate with partners to strengthen relationships, identify program opportunities addressing emerging issues, and improve access to services.
Supervise staff, including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.
Stay abreast of legislation, rules, regulations, and emerging best practices.
Assist with developing and updating policies, procedures, and protocols.
Prepare reports and documents.
Gather and analyze data.
Manage core ADRC team functions and develop new strategies and initiatives.
Develop, update, and implement operating policies, procedures, and protocols.
Build and maintain relationships with partners, stakeholders, and the community.
Perform other duties assigned to support agency goals and objectives.