Client Services Specialist On-Call

General Summary

Conducts eligibility assessments for home-delivered clients in Multnomah, Washington, and Clark Counties. Serve as liaison between contract partners, participants, and staff to ensure accurate authorization and delivery of services. Provide in-home and remote needs assessments and resource connections to homebound clients. Input accurate and complete data on all Meals on Wheels People clients. Receptionist Duties as assigned when working in the office. 

*  Due to COVID-19, most of this job is currently done by phone. 

Principal Duties and Responsibilities (Essential Functions)

• Serve as a liaison between referring partners, contract partners, clients, and staff
  1. Provides direct one-on-one and phone screening with clients 
  2. Notify appropriate parties of new starts and changes promptly
  3. Communicates with case managers, clients, and staff regarding the status of authorizations and potential disruptions of services
  4. Provides guidance and support regarding meals served to both Meals on Wheels People staff, clients, and referring partners 
• Handles escalated client concerns and comments in a constructive, professional, and helpful manner
• Ensures integrity of data in client data management system; updates client information as needed, and corrects inaccurate information as necessary
• Conduct home-delivered meal eligibility assessments annually in accordance with the Meals on Wheels People Operating Procedures. 
  1. Assess clients met and unmet needs, existing support, and resources to develop an individual service plan:
     • Provide information and referral to enable clients to access services on their own
     • Contact resources and make referrals if the client is unable to access services on the client's behalf
• Assist in reducing barriers to service
• Other duties as assigned

Education & Knowledge

• Associate Degree or equivalent job experience in Gerontology, Counseling, Human Services, or Communication
• Knowledge of senior services and resources preferred

Skills, Abilities & Experience

• Bilingual/Bicultural: English/Spanish, Vietnamese, Russian, Asian or African languages preferred. Bilingual candidates speaking a second language in Spanish, Russian, Chinese, Korean, Vietnamese or other highly used language may qualify for an additional $1.00 per hour bilingual pay differential.
• Proficient in computer applications and MS Office 
• Ability to manage time effectively
• Ability to be flexible as new tasks arise 
• Ability to quickly learn new computer programs; experience with client management systems a plus
  1. Good recordkeeping and organizational skills
  2. Ability to communication with diverse populations

Any satisfactory combination of experience, training and/or education which ensures the ability to perform the work may substitute for the above qualifications.

Working Conditions/Physical Demands

• Fast paced, with significant people interaction
• Dexterity of hands and fingers to operate a computer keyboard, mouse, 10 key and phone
• Sitting for extended periods of time
• Ability to climb stairs to complete client visits
• Minimal reaching, bending and stooping
• Valid driver's license, auto insurance and personal transportation required
• Frequent Travel throughout Multnomah, Washington and Clark Counties required when COVID-19 restrictions are lifted.
• Candidate must successfully pass the Meals on Wheels People pre-employment drug & alcohol test and criminal background check

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. This document does not create an employment contract, implied or otherwise; employment in this job is an "at will" employment relationship.