Primary Purpose of Position: Provide comprehensive, clear, and objective information to older adults and their family members about home and community-based service options to help them maintain independence and make informed decisions about service options. Assist consumers to assess service needs, make choices about service options, and connect with an array of formal and informal service providers.
Essential Duties: Essential job duties for this position include the following items. Other duties must be performed as assigned or required.
• Work in the Senior LinkAge Line® call center to provide long-term care options counseling to help consumers understand community-based service options that support choice and independence.
• Demonstrate proficiency in interviewing, assessment, problem solving and advocacy and provide in-depth counseling and assistance to individuals about long-term care options and benefits focused on system navigation and assistance.
• Utilize assessment tools including the Rapid Screen and Long-Term Care Choices Navigator to evaluate service needs and develop support plans.
• Utilize a person-centered empowerment model to assist consumers in implementing support plans.
• Provide caregiver consultation that assists caregivers in their supportive roles.
• Ensure client confidentiality and data privacy in all caller interactions.
• Educate consumers about financing options to support long-term care needs and services.
• Research service options and communicate information in a clear, comprehensive manner.
• Connect consumers to service providers, advocate for and support consumers as they navigate a complex long-term care service system, and provide follow up to ensure service delivery and satisfaction.
• Provide in-person home visits, when warranted, to complete risk assessments and connect individuals to needed service options.
• Identify signs, symptoms, and risk factors for abuse and report potentially vulnerable situations to the county Common Entry Point in a timely manner.
• Build cooperative working relationships with local, state and federal entities and businesses.
• Adhere to the Minnesota Board on Aging's Standards and Assurances for the Senior LinkAge Line? system.
• Handle escalated customer calls in a timely manner and demonstrate the highest standard of quality service, commitment and courtesy.
• Contribute to a positive work and team-oriented environment.
• Utilize call center and other technology to provide resource connections and assistance to include 3-way and conference calling, call transferring, long-distance calling, faxing, online enrollment tools and other Internet resources, online chat, and Language Line interpreter services for customers with limited English proficiency.
• Prepare and mail educational materials or enrollment applications to facilitate service and benefit access.
• Ensure compliance with federal and state reporting requirements.
• Research service and provider information and track demographic and service needs using software selected by the MBA/AAA network to ensure compliance with federal and state requirements.
• Issue verification codes to consumers to substantiate completion of consultation services prior to entering a registered housing with services establishment.
• Relay database updates using established protocols to improve the functionality, reliability, and completeness of MinnesotaHelp.Info resource network.
• Demonstrated experience in helping consumers navigate the long-term care service system including formal, quasi-formal and informal organizations and providers.
• Understanding of the aging process and challenges of families related to caregiving.
• Proper telephone etiquette and techniques.
• Strong time management and organizational skills.
• Continual attention to detail and accuracy.
• Ability to manage competing tasks and demands while meeting deadlines.
• Excellent customer service skills.
• Excellent interpersonal skills. Ability to work independently and as part of a team.
• Take initiative; use sound judgment when making decisions or seeking input and direction.
• Valid driver’s license and proof of insurance required.
• Bachelor's Degree in social work or nursing required. Must meet State licensure requirements of profession, as applicable.
• 4 years of relevant professional experience required.
• Ability to successfully complete required Core Body of Knowledge coursework to become a certified health insurance counselor.
• Ability to successfully complete required online coursework including the Boston University Social Work Aging Certificate, Vulnerable Adult Mandated Reporter training, Protecting Information Privacy training and others.
• Knowledge of financing options to support long-term care services including Medicare benefits, Long-Term Care Insurance and public benefit programs.
• Strong proficiency in Microsoft Office Suite - specifically Word and Outlook, and skill using the Internet in a business environment.
• Ability to read, comprehend and implement protocols and procedures.
• Ability to effectively present information in one-on-one situations to customers, partners, and other employees of the organization in both written and oral formats.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute cost comparisons for consumers to assist with long-term care planning, insurance plan selection and benefits counseling.
• Ability to apply common sense understanding to carry out detailed written and oral instructions and proactively approach others with questions.
• Ability to deal with complex problems with multiple variables in a variety of situations.
• Ability to prepare, interpret and present cost comparisons for consumers to assist with long-term care planning, insurance plan selection and benefits counseling.
|Other Job Information (if applicable):|
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
• Standing - Minimal; approximately less than 1/4 of on-the-job time.
• Walking - Minimal; approximately less than 1/4 of the on-the-job time.
• Sitting - Frequent; approximately greater than 3/4 of the on-the-job time.
• Use of hands to finger, handle or feel - Frequent; approximately greater than 3/4 of the on-the-job time.
• Reaching with hands and arms - Frequent; approximately greater than 3/4 of the on-the-job time.
• Stooping, kneeling, crouching or crawling - Minimal; approximately less than 1/4 of the on-the-job time.
• Talking or hearing - Frequent; approximately greater than 3/4 of the on-the-job time.
• Weight lifted/Force exerted - Up to approximately 20 pounds, non-continuously.
• Vision - Close vision (clear vision at 20 inches or less).
• Travel/Driving - Occasional; approximately 10 home visits or similar trips/month.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.
• Environmental - Occasionally work near moving mechanical parts.
• Noise - Moderate (i.e. multiple conversations simultaneously, computers, printers, etc.)