RESOURCE SPECIALIST

AgeWays • Farmington Hills, MI

2d • Hybrid

About The Position

Working in a dynamic call center environment, the Resource Specialist assesses and responds to requests for information and assistance in a timely manner, performs prescreens for MI Choice and ACLS Clinical programs providing Long-Term Care Options Counseling per ALCS standards. Duties include assessing the needs of callers, evaluating resources, indicating the type of organizations that may meet the caller's needs, locating alternative resources, and actively participating in linking the caller to needed services. This role also involves referring callers with immediate needs and individuals identified by Gatekeeper agencies to county-level Community Liaisons and following up to ensure needs were met. The specialist will provide Long-Term Care Options Counseling per ACLS standards, educate callers on funded home and community-based services, and prescreen for MI Choice and ACLS Clinical programs. Additionally, the role requires collecting demographic information and other pertinent client data, updating and researching resource information on a continual basis, advocating on behalf of individuals unable to acquire necessary resources and independently by providing enhanced information & assistance, and calling back information & assistance clients as appropriate to determine outcomes and provide additional assistance as needed. The Resource Specialist will also triage calls to Medicare Medicaid Assistance Program (MMAP), Supports Coordinators, and other agency staff. Other duties as assigned.

Requirements

• High School Diploma required
• 1-2 years of experience in Human Services
• Excellent written, verbal including telephone etiquette communication essential
• Interpersonal and problem-solving skills desired
• Must obtain Certified Information and Referral Specialist for Aging (CIRS-A) within 1 year of employment
• Excellent communication skills and expertise in telephone etiquette essential
• Must demonstrate proficiency in specific skill set areas within 6 months of employment
• Strong computer and data entry skills in Word, Excel and Outlook required

Nice To Haves

• Associate Degree in General Studies preferred
• 5 or more years of experience in Human Services preferred
• Call center experience helpful
• Knowledge of senior services preferred

Responsibilities

• Assess the needs of callers
• Evaluate resources
• Indicate the type of organizations that may meet the caller's needs
• Locate alternative resources
• Actively participate in linking the caller to needed services
• Refer callers with immediate needs and individuals identified by Gatekeeper agencies to county-level Community Liaisons and follow up to ensure needs were met
• Provide Long-Term Care Options Counseling per ACLS standards
• Educate callers on funded home and community-based services
• Prescreen for MI Choice and ACLS Clinical programs
• Collect demographic information and other pertinent client data
• Update and research resource information on a continual basis
• Advocate on behalf of individuals unable to acquire necessary resources and independently by providing enhanced information & assistance
• Call back information & assistance clients as appropriate to determine outcomes and provide additional assistance as needed
• Triage calls to Medicare Medicaid Assistance Program (MMAP), Supports Coordinators and other agency staff

Benefits

• Choice of 3 excellent next to zero cost Medical Plans including Dental and Vision
• 401K - Agency contributes 50% match up to first 6% contribution
• Fitness and Wellness programs
• Excellent PTO package- Minimum 4 weeks accrual for the first year
• 10 paid holidays and 3 floating
• Mileage reimbursed for business travel

What This Job Offers

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