Position Scope :

Under general direction from the Respite Services Supervisor or their designee, will coordinate client and care provider schedules to ensure efficient and effective operation of the department.

Essential Duties :

• Review and access proper reporting and record keeping of open shift requests and status.
• Maintain records of communication, outcomes, and progress of client pairing / staffing efforts.
• Review and reach out to newly hired RCPs to fill open shifts.
• Receive all requests from RCPs for new clients and manage accordingly.
• Maintain open shift integrity by updating care log and related messaging as appropriate during the matching process.
• Accurately document interview cancellations with reason indicator via the Well Sky system.
• Maintain best practice compliance in day-to-day operations and suggest updates and / or adjustments as necessary.
• Respond timely to emails, messages, voice messages and follow ups (typically within 48 hours).
• Initiate follow-up procedures to arrange interviews between families and RCPs, including mileage calculation and necessary profile updates (reference best practice).
• Properly close open shifts upon successful interview and update records and communication by notifying involved parties.
• Address staff cover shift requests by initiating the appropriate matching / scheduling best practice.
• Coordinate with the Care Recruitment Specialist (or designated individual) to communicate current staffing needs based on specific matching criteria (cities, languages, gender preferences, care needs).
• Maintain appropriate communication with all departments (HR, Services, Finance, etc.) by using best practice. Utilize all appropriate methods of communication (task, email, voice Teams, etc.).
• Receive and relay updated information regarding RCP availability, incidents reported, shift status, or other pertinent information.

Utilize appropriate best practice and reporting protocols.

• Modify, update, and include CareFinder Match Criteria on consumer Care Plans. Record documentation in the respite management system when care needs are updated during the staffing process.
• Adhere to the Cancellation Protocol by serving as the primary point of contact with families and RCPs.
• Prioritize cases experiencing extended wait times for service.
• Close open shifts for families who have not responded after multiple attempts to contact have been made. Include documentation in the respite system.
• Notify Intake Coordinator of staffing challenges for further case management and evaluation.
• Maintain reporting proficiency in the respite management system and other tools or systems utilized to support this role.
• Report significant data and provide a breakdown of open shift statistics to management team.
• Maintain working knowledge of the WSPC mobile app and the RCP experience to provide well rounded support.
• Distribute client Care Plan and Maps via email for non-app users.
• Maintain relevant knowledge of neighboring department workings. Distribute calls and inquiries related to other departments or positions within expectations.
• Serve as a resource to families and RCPs on proper interviewing protocols and etiquette in accordance with company policy.

Provide support and education when necessary.

Ability to function appropriately with the designated respite system & any other related accounting / payroll / billing system;

Continuously strive to provide excellent customer service, interpersonal communication and serve as a source of accurate information.

Secondary Duties :

• Assists in other administrative areas of the organization when needed.
• As needed, assist with department projects.
• May assist / participate in organizing booths at vendor fairs or other related company events for respite services.

Education, Experience and Skills Required :

• High School graduate or equivalent (GED) plus six (6) months of office / clerical support.
• Ability to read, write and communicate effectively in English and Spanish (Bilingual Required).
• Ability to type 30 wpm.
• Excellent organizational skills and attention to detail.
• Practical application of MS Excel, MS Outlook, MS PowerPoint, and MS Word for Windows required.
• Ability to use standard office machines such as a personal computer, calculator, copier, fax machine, telephone, etc.
• Valid California Driver’s License.

Last updated : 2024-06-05