Information, Referral and Assistance Navigator

Company Information:

At LeadingEdge Personnel we thrive on excellence through personal development and continuing improvement through education. Our competitive edge is the tenure we have and our dedicated staff coupled with our focus purely on office clerical, IT, Legal, HR, CSR, Medical, Accounting, and Insurance roles.

Description of Role:

Performs advanced (senior-level) 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) 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. Works under moderate supervision with moderate latitude for the use of initiative and independent judgment.

Responsibilities:

• Answers incoming calls and emails, referral, and assistance (IRA) lines. Ensures calls and emails are answered at a rate commensurate with agency standards and contract requirements.
• Assists with walk-ins or appointment clients.
• Conducts person-centered consumer assessments and referrals to appropriate resources and benefits by screening and assessing consumer needs, providing technical assistance on programs and services and providing descriptions of community services available to consumers and referrals to partner agencies. Continues ongoing follow-up as needed or requested.
• Assists clients with completing applications for long-term support services, including submitting applications to appropriate 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 into the appropriate database.
• Maintains and updates resource data system that provides current and accurate information regarding services that serve the target population.
• Support outreach for programs and provide presentations to community and professional groups to coordinate, improve, and stimulate interest in the program and support partner agencies.
• Assist clients in accessing specific assistance programs, submit assistance requests, and maintain documentation for special projects, such as Austin Energy Financial Assistance Plus 1 program.
• Supports media events promoting activities, including TV, radio, photography, recordings, and social media.

Skills & Requirements:

• Minimum of one year of experience working within a consumer assistance field or social services field required.
• Experience using MS Office Products required.
• Bilingual (English and Spanish) highly preferred.
• At least one year of experience in providing phone and/or direct social services assistance to consumers preferred.
• Experience serving older adults and/or persons with disabilities preferred.
• Bachelor’s degree in a human resources field preferred.