Call Center (Information & Assistance Specialist)

The Senior Alliance•Dearborn, MI

21h

About The Position

Works in a team environment to assist the agency in delivering various information and assistance to older adults, caregivers and individuals with disabilities. Must be able to quickly understand and grasp complex issues and multiple needs of individuals. Must have excellent communication and interpersonal skills, including the ability to relate effectively with individuals from all demographic groups. This position will require use of a computer to access multiple software systems and input information into an I&A resource database. Must demonstrate the ability to follow protocols and procedures. Must employ a professional manner that promotes interagency cooperation and evokes respect. Physical Requirements: Regularly required to sit for extended periods of time Regularly spend long hours using office equipment primarily telephones and computers Regularly work on repetitive tasks and motions Ability to lift up to 20 pounds

Requirements

Has excellent interpersonal and group process skills.
Is accurate, conscientious and flexible with attention to detail.
Is proficient with computers and telephone functions.
Accepts direction, is well organized, and has the ability to meet deadlines.
Willingness to work in a team environment.
Acquire CRS-A/D Certified Resource Specialist for Aging and Disabilities upon meeting eligibility requirements (Training will be provided).
Must have valid driver’s license and reliable transportation.
The Senior Alliance is a non-profit 501c(3) where philanthropy on behalf of the agency is a requirement of all employees.
Perform job functions with ethics, honesty and integrity.
2 years’ experience in a human services organization preferably with a non-profit environment.
Some experience with data entry and data management required.

Nice To Haves

Bachelor’s degree in human services related field from an accredited four-year college or university is preferred.
Familiarity with the aging network, community organizations and resources for seniors is desirable.

Responsibilities

Answer to all incoming calls to the agency, connect callers to other TSA departments, as needed, and assist with all Information and Assistance calls as appropriate
Monitor and respond to all inquiries coming into the TSA main email, TSA fax line, MI Choice Waiver Referrals coming through TSA’s website and referrals made through the MI Bridges system
Respond effectively to individuals in a respectful manner utilizing person-centered thinking principles, active listen ing skills, thorough assessment, and problem solving techniques
Provide information and referrals by establishing empathetic contact with individuals, assessing their short and long term needs, identifying available community-based resources, providing referrals, and following up to ensure an individual’s need have been addressed, as appropriate
Ensure data is accurately and completely documented into client database in a timely manner
Serve as an advocate for individuals as appropriate
Attend and participate in Information Services departmental meetings
Assist with other duties, projects and outreach events as assigned by the Information and Assistance Manager or Chief Clinical Officer
Abide by the quality assurance standards of AIRS
Other duties as assigned by the Information Services Manager, and/or Chief Clinical Officer