The Client Advocate/Team Lead is responsible to complete face-to-face initial and yearly assessments on individuals in need of nutritional services and make appropriate referrals for all other services needed. In addition, they are responsible for assisting the Director, Client Services with the execution of daily operations, execution of special projects, periodic reporting, and quality control.
1. Establish contact with individuals in need of services (and caregivers/families) to schedule face-to-face assessments within the parameters of client case management program.
2. Complete accurate initial and annual reassessments for eligible clients and make the appropriate referrals to ADRC.
3. Learn and use AIMS proprietary data management software; assist with compliance reporting and special projects, as necessary; maintain HIPAA compliance.
4. Monitor CIRTS reports for client accuracy, compliance, and referrals and cross-train in CIRTS functionality.
5. Maintain a schedule of appointments and office time according to the master schedule as maintained by the Director, Client Services.
6. Perform quality control on assessments and call center operations.
7. Assist as backup support for client services team, learning the process to set up and/or adjust AIM’s schedules for meal delivery.
8. Communicate with clients and their families when necessary.
9. May support VP, Outreach by locating individuals in the community that need Meals on Wheels PLUS services as needed and provide advocacy for older, homebound, isolated individuals.
10. May perform other duties as required by workload and supervisor.
1. Bachelor’s Degree, preferably in Human Services/Health or like degree; or equivalent work experience in case management.
2. Minimum of 4 years’ experience in related field (i.e., Case Management, Client Services, Quality Control, Data Integrity).
3. Ability to obtain UCAT certification.
4. Excellent oral and written communication and teamwork skills; ability to interact well with colleagues, supervisors, management, volunteers, and clients, alike.
5. Ability to work independently and interact well with seniors and others with disabilities while gathering confidential information with discretion and compassion.
6. Interest in programs designed to assist older Americans.
7. Extraordinary attention to detail.
Skills, Tools, and Technology Requirements:
1. Ability to work independently, prioritize workflow and meet deadlines.
2. Proficiency in computer skills (i.e.: Microsoft Office Suite and Data Management Programs.)
3. Excellent telephone and interpersonal skills.
4. Must be able to bend, lift, carry, push, and pull 25 lbs. or 50 lbs. with assistance.
5. Bi-lingual in English and Spanish is a plus.
Bachelor’s Degree, preferably in Human Services/Health or like degree; or equivalent work experience in case management.
Minimum of 4 years’ experience in related field (i.e., Case Management, Client Services, Quality Control, Data Integrity).