OPTIONS COUNSELOR I
: Job Details :

Job Details Job Location: Administration - 1345 River Bend Drive Suite 200 - Dallas, TX Position Type: Full Time Education Level: Bachelors Salary Range: Undisclosed Travel Percentage: Travel within DFW Metroplex Job Category: Clinical Description

Are you looking for a purpose-driven career? At Metrocare, we serve our neighbors with developmental or mental health challenges by helping them find lives that are meaningful and satisfying.

Metrocare is the largest provider of mental health services in North Texas, serving over 55,000 adults and children annually. For over 50 years, Metrocare has provided a broad array of services to people with mental health challenges and developmental disabilities. In addition to behavioral health care, Metrocare provides primary care centers for adults and children, services for veterans and their families, accessible pharmacies, housing, and supportive social services. Alongside clinical care, researchers and teachers from Metrocare's Altshuler Center for Education & Research are advancing mental health beyond Dallas County while providing critical workforce to the state.

The Options Counselor I performs activities that facilitate access to community supports, services, and benefits. The incumbent shall perform options counseling, a person-centered, interactive, and decision-support process, and application assistance on benefits for state and federal programs through the Aging and Disability Resource Center (ADRC). Performs non-supervisory human services work which requires familiarity with various government benefit and non-profit programs for older adults, persons with disabilities, and their caregivers. Work involves providing persons contacting the Aging and Disability Resource Center (ADRC) in Dallas County with intake, conducting effective assessment of individual needs, and providing application assistance for state long-term services and supports (LTSS) and providing referrals to community resources. Work requires the employee to respond professionally, with sensitivity, timeliness, and accuracy to inquiries from individuals of all ages, informal caregivers, providers, and the public. May coordinate services with other agencies and internal/external service providers. Assists with training others.

Works under moderate supervision with moderate latitude for the use of initiative and independent judgment. The essential functions of this position must be performed at Metrocare offices between the hours of 8AM-5PM therefore the position is not eligible for telecommuting on a regular basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serves as a primary point of contact for all individuals accessing the Aging and Disability Resource Center.
• Answers incoming calls, emails, contacts, etc. to the ADRC information, referral, and assistance lines. Ensures calls and emails are answered at a rate commensurate with agency standards and contract requirements.
• Assists with walk-ins or appointments to the ADRC.
• Conducts person-centered consumer assessments and referrals to appropriate resources and benefits by screening and assessing individual needs, providing technical assistance on programs and services, and providing descriptions of community services available to individuals served and referrals to partner agencies. Continues ongoing follow-up as needed or requested.
• Serves as an advocate in guiding individuals through a complex and fragmented service delivery system and assist in expediting the delivery of services.
• Assists individuals with completing applications for HHSC long-term support services, including submitting applications to appropriate HHSC departments.
• Documents information, referral and assistance contacts, intakes, and screens accurately and timely per standards required by the agency. Assists in preparing reports based on the data entered the appropriate database.
• Maintains and updates resource data system that provides current and accurate information regarding services that serve the ADRC target population.
• Documents outreach activities per agency requirements.
• Participates in required training and meetings.
• Participates and maintains all training certification, as required.
• Assists with surveys to help determine level of satisfaction with programs and services.
• Assists the ADRC leadership in completing required project status reports for presentation to the State, Advisory Committee, stakeholders, and the community at large.
• May:

• Support outreach for ADRC programs and provide presentations to community and professional groups to coordinate, improve, and stimulate interest in the ADRC and support partner agencies.
• Assist individuals in accessing ADRC-specific assistance programs, submit assistance requests, and maintain documentation for special projects, such as ADRC Texas Lifespan Respite program.
• Supports media events promoting ADRC activities, including TV, radio, photography, recordings, and social media.
• Assists in the development of program policies and procedures.
• Supports on-the-job training of other staff and volunteers.

COMPETENCIES:

• Conducts job responsibilities in accordance with the ethical standards of conduct, state contract, appropriate professional standards, and applicable state/federal laws.
• Effective verbal and written communication skills.
• Excellent organizational skills with the ability to prioritize workflow and meet deadlines.
• Ability to handle multiple tasks and competing priorities simultaneously in a changing environment.
• Able to maintain a high level of professionalism and confidentiality.
• Ability to focus meticulously on all duties, assignments, schedules, and resources.
• Understand regulations and ensures that work follows regulations.
• Balances competing priorities to meet project and team commitments in a timely manner and deliver quality results.
• Ability to develop and maintain professional relationships with various external entities.
• Knowledge of government benefits and community support programs for older adults and persons with disabilities.
• Skill in:
• providing person-centered and empathic assistance over the phone.
• assisting older adults and persons with disabilities.
• working with other professionals to support consumer needs.
• reading, understanding, and interpreting pertinent sections of the Texas Administrative Code and the Older Americans Act and AIRS standards for information and referral.
• completing on-line and in-person applications for government benefits.
• Ability to:
• provide services to individuals of all ages with diverse backgrounds, including economic, in a sensitive and culturally appropriate manner.
• maintain consumer privacy and confidentiality and adhere to federal, state, and agency HIPAA Requirements.
• develop and maintain positive relationships with social service professionals to support consumer access to services.
• provide occasional community outreach and education presentations on services.
• assess needs and make referrals in targeted and timely manner.
• provide for accurate and complete data entry on computer database systems while speaking to consumers.
• handle multiple tasks within time constraints.
• research and create descriptions of community resources for website and directories.
• perform duties in compliance with local, state and agency rules and regulations.
• work independently with moderate supervision.

QUALIFICATIONS

EDUCATION AND EXPERIENCE:

• Bachelors degree in a human services, social work, gerontology, or related field preferred.
• 6 months to three years experience working within a consumer assistance field, social work, or direct case management. Proven experience working with both older adults and people living with a disability.
• Bilingual Preferred (Spanish).
• Experience in public speaking and able to effectively communicate information and respond to questions from professionals, consumers, caregivers, and public.

MATHEMATICAL SKILLS:

• Basic math skills required.
• Ability to calculate moderately complex figures to accurately report activities.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out simple one or two-step instructions. Ability to deal with standardized situations with only occasional or no variables.
• Demonstrates critical thinking based upon in-depth data gathering, corroborating information, considering others input, and ethics.
• Ability to function in a fluid environment and respond to changing priorities.
• Translate broad goals into achievable steps.
• Demonstrate high ethical standards in all professional relationships within the organization and outside of it.
• Able to identify workflow issues and problem solve.
• Ability to read and analyze technical procedures and governmental regulations.

COMPUTER SKILLS:

• Use computer, printer, and software programs necessary to the position (i.e., Word, Excel, Outlook, and PowerPoint).
• Ability to utilize the internet for resources.
• Proficient with SharePoint, MS Teams, MS Office, MS Outlook.
• Intermediate level on data entry and documentation in an Electronic Health Record system.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Current State of Texas Driver License or if you live in another state, must be currently licensed in that state. If licensed in another state, must obtain Texas Driver License within three (3) months of employment.
• Liability insurance required if employee will operate personal vehicle on Center property or for Center business. Must be insurable by Centers liability carrier if employee operates a Center vehicle or drives personal car on Center business. Must have an acceptable driving record.
• Must obtain Alliance on Information and Referral Systems (AIRS) Community Resource Specialist Aging/Disability certification within the time and experience guidelines outlined by AIRS (maximum within two years of hire date).
• Must obtain Benefits Counseling Level 1 certification (maximum- within two years of hire date).
• Community Health Worker (CHW) Certification (Required if no bachelor's degree or degree is unrelated to social or human services).
• Licensed Baccalaureate Social Worker (LBSW) (preferred).

Metrocare couldn't have a great employee-first culture without great benefits. That's why we offer a competitive salary, exceptional training, and an outstanding benefits package:

• Medical/Dental/Vision.
• Paid Leave.
• Paid Holidays.
• Employee Assistance Program.
• Retirement Plan, including employer matching.
• Health Savings Account, including employer matching.
• Professional Development Allowance up to $1500 per year.
• Bilingual Stipend – up to 6% of the base salary.
• Many other benefits.

Equal Employment Opportunity/Affirmative Action Employer

Tobacco-Free Facilities - Metrocare is committed to promoting the health, well-being, and safety of Metrocare team members, guests, and individuals and families we serve while on the facility campuses. Therefore, Metrocare facilities and grounds are tobacco-free.

No Recruitment Agencies Please