RESOURCE CENTER COORDINATOR (77191)

AgeWays • Farmington Hills, MI

1d • Hybrid

About The Position

The Resource Center Coordinator (RCC) will provide administrative, information & assistance, and telephonic support to the Resource Center. Following standards set by ACLS and Inform USA, the RCC will complete quality follow up calls to meet programmatic requirements and support Resource Specialists by providing comprehensive Information and Assistance during peak call times and when short-staffed, to older adults, persons with disabilities and their caregivers. The RCC will be responsible for handling Resource Center mailings, bin materials and quality survey responses.

Requirements

• High School/GED or Associate Degree in Liberal Arts or Health and Human Services preferred.
• 1-2 years of experience in Call Center, Health/Human Services, Community Resources/Services and or office administration.
• Community Resource Specialist Aging/Disabilities (CRS – A/D) certification or obtain certification within one year of employment
• Excellent written/verbal communication skills and expertise in telephone etiquette.
• Senior services program and resource knowledge and experience helpful.
• Effective time management skills, including the ability to meet deadlines.
• The ability to effectively interact with managers, other agency employees, and community members.
• Must demonstrate improved proficiency in specific skill set areas within 3-6 months.
• Intermediate Microsoft Office skills.

Responsibilities

• Manage Resource Center incoming and outgoing mail.
• Assemble Information and Assistance mail to clients, including but not limited to; printing letters, resources, adding required printed materials, entering returned postcard surveys, scanning and following up on returned mail.
• Follow up on general inquiries received by email.
• Complete quality follow-up calls on at least 15% of Information and Assistance calls.
• Run quality follow-up call reports, call to complete surveys and pull follow-up survey report results quarterly.
• Pull quality follow-up survey data sent via email and enter results in quality follow-up forms.
• Follow up with Resource Center Manager or Team Leader for any reported quality issues, and provide information, assistance and advocacy for clients reporting additional and/or continuing needs.
• Receive and distribute voicemail and email requests.
• Complete information and assistance requests received via fax and website.
• Track and report the number of voicemails, emails, faxes, website requests, and note the details of request and the staff member assigned; verify and notate if the requests were completed in appropriate time frame, including documenting any incomplete assignments.
• Provide back-up phone support when Resource Center is short-staffed or experiencing high call volume.
• Provide information and referral to callers, answer general inquiries, triage clinical program intakes to Clinical Screeners, and participant calls to Support Coordinators.
• Meet with Information and Assistance clients requesting services in-person.
• Manage resources in printed materials bins.
• Order, print or request copies from AgeWays staff as needed, reach out to agencies for additional materials, coordinate with MMAP staff to update Medicaid and Medicare guidelines for MMAP related printed items.
• Other duties as assigned

Benefits

• Choice of 3 excellent low cost Medical Plans
• Fitness and Wellness programs
• Dental, Vision, Short and Long-Term Disability
• Excellent PTO package
• We recognize 10 regular and 3 floating holidays
• Centralized commute since main office is in Southfield, MI AND you work with very pleasant colleagues at our Agency!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED