Operations Support Specialist

Classification: Administration

Position Summary

The Operational Support Specialist (ADRC) provides administrative, clerical, and operational support to ensure efficient office operations and assist case management staff with non-clinical tasks. This position serves as the first point of contact for the public and plays a critical role in maintaining a welcoming, organized, and responsive office environment. This role supports internal workflow, documentation organization, ADRC Information & Referral (I&R) entry, board packet preparation, outreach support, and general office coordination. In addition, this role may conduct non-clinical welfare checks for Home Delivered Meals (Meals on Wheels) clients under established agency protocols. This position is designed as a developmental role with a structured 2-year pathway toward Case Manager, based on demonstrated performance, training completion, and organizational needs. This position does not perform eligibility determinations or independent case management and does not have supervisory or disciplinary authority.

Essential Duties and Responsibilities

Front Office & Public Contact

· Answer and route incoming telephone calls professionally
· Greet visitors and provide general information
· Maintain a welcoming, respectful, and professional environment
· Process and distribute incoming mail
· Maintain organized reception and public areas

Administrative & Executive Support

· Assist Executive Director with board packet preparation
· Format documents and prepare meeting materials
· Maintain digital and physical filing systems
· Assist with scheduling meetings and appointments
· Support contract routing and documentation tracking
· Maintain office supply inventory and coordinate procurement

ADRC & Case Management Support

· Complete ADRC Information & Referral (I&R) data entry accurately and timely
· Schedule client appointments
· Prepare client file packets and documentation templates
· Assist with data entry under supervision
· Track follow-up tasks and reminders
· Support case managers in organizing documentation for audits
· Assist with scanning and maintaining electronic records

This role does not conduct independent assessments or make service eligibility decisions.

Meals on Wheels Welfare Checks

· Conduct scheduled non-clinical welfare check calls for Home Delivered Meals clients
· Follow established agency scripts and safety protocols
· Document call outcomes in designated tracking system
· Escalate concerns (e.g., no response, health concerns, safety risks) immediately to assigned Case Manager or Program Manager
· Maintain client confidentiality during all interactions

This role does not make independent service decisions, alter care plans, or provide medical advice.

Outreach & Communications Support

· Assist with social media content posting as directed
· Support website updates and basic content changes
· Assist with flyer formatting, printing, and distribution
· Maintain community contact lists
· Help coordinate outreach activities, small events, or meetings

Operational Support

· Run occasional office errands (supply pickup, etc.)
· Assist with light office organization and setup
· Maintain conference room readiness
· Support continuity of operations during staffing absences

Performance Expectations

The Operational Support Specialist will be evaluated based on:
· Professional customer service and phone etiquette
· Accuracy and timeliness of administrative and I&R data entry
· Proper documentation of welfare check calls
· Responsiveness to staff and operational needs
· Maintenance of confidentiality and professionalism
· Initiative, reliability, and willingness to learn

Failure to maintain professional conduct, confidentiality, or follow established protocols may result in corrective action by the Executive Director.

Authority Statement

This position does not include authority to hire, discipline, evaluate, or supervise other employees.

This position does not make eligibility determinations, service authorizations, or care plan decisions.

All personnel and service authorization decisions remain under the authority of the Executive Director and designated Case Managers.

Minimum Qualifications

· High school diploma or equivalent
· Two (2) years administrative or office experience preferred
· Strong organizational and communication skills
· Proficiency in Microsoft Office or equivalent software
· Ability to maintain confidentiality
· Ability to communicate clearly and compassionately with older adults

Preferred Qualifications

· Experience in nonprofit or public agency setting
· Experience working with older adults or vulnerable populations
· Experience with data entry or case management systems (e.g., ADRC, MMIS, or similar)
· Basic familiarity with social media and website platforms
· Experience supporting executive or board leadership

Physical & Work Requirements

· Primarily office-based
· Prolonged computer use
· Ability to lift up to 25 pounds
· Occasional local travel for errands

Pay: $15.00 - $17.00 per hour

Benefits:

• Employee assistance program
• Flexible schedule
• Paid time off
• Retirement plan

Work Location: In person

Salary : $15 - $17