Position Summary: This position plays a key role in connecting older adults, caregivers, and professionals to vital programs and services. The role is responsible for receiving and documenting consumer intakes and delivering accurate, compassionate information and referral services. All responsibilities must be carried out in compliance with the Executive Office of Aging & Independence (AGE) and agency guidelines to ensure timely access to support and resources. Principal Accountabilities: • Intake Coordination and Eligibility Screening
- o Receive, process, and complete intakes for agency programs in a timely and efficient manner.
- o Document intake activities accurately in WellSky and log calls in accordance with agency and regulatory requirements.
- o Collaborate with the intake team to ensure adequate phone coverage for the Intake Call Center.
• Information and Referral Services
- o Provide information and referral services both by phone and in person to older adults, caregivers, and professionals.
- o Identify community needs and research, update, and disseminate relevant resources accordingly.
- o Maintain and update the agency's resource directory on a weekly basis.
- o Participate in team efforts to ensure the accuracy and accessibility of information and referral materials.
• Professional Development and Compliance
- o Complete a minimum of 40 training hours annually to enhance knowledge of public benefits and community resources.
- o Obtain and maintain Community Resource Specialist - Aging/Disabilities certification through Inform USA.
- o Stay current with eligibility criteria, program guidelines, and best practices for information and referral services.
- o Ensure all documentation and service activities comply with AGE and agency standards.
Qualifications: Education: High school diploma or equivalent. Experience: Elder care or information and referral service experience helpful. Special Skills/Knowledge: • Excellent oral and written communications skills. • Ability to effectively relate to a wide variety of personalities. • Basic computer skills. • Organizational and time management skills. • Ability to multi-task and work in a fast-paced, high volume work environment. • Knowledge of the home care system, community resources, and MassHealth desirable. • Driver's license and reliable transportation required. This job description is intended to be general, will evolve over time, and is subject to periodic updating. EOE/AA/M/D/F/V