CLIENT SERVICES SPECIALIST

General Summary

The Client Services Specialist conducts eligibility assessments for home-delivered meal clients in Multnomah, Washington, and Clark Counties. Serve as liaison between contract partners, participants, and staff to ensure accurate authorization and delivery of services. Provide in-home and remote needs assessments and resource connections to homebound clients. Input accurate and complete data on all Meals on Wheels People clients. The majority of this job is completed by phone.

Principal Duties and Responsibilities (Essential Functions)

• Serve as a liaison between referring partners, contract partners, clients, and staff
  • Provides direct one-on-one and phone screening with clients
  • Notify appropriate parties of new starts and changes promptly
  • Communicates with referring partners, case managers, clients, and staff regarding the status of authorizations and potential disruptions of services
  • Provides guidance and support regarding meals served to both Meals on Wheels People staff, clients, and referring partners
• Handles escalated client concerns and comments in a constructive, professional, and helpful manner
• Ensures integrity of data in client data management system; updates client information as needed, and corrects inaccurate information as necessary
• Conduct home delivered meal eligibility assessments in accordance with the Meals on Wheels People Operating Procedures.
  • Assess clients met and unmet needs, existing support, and resources to develop an individual service plan:
    • Provide information and referral to enable clients to access services on their own
    • Contact resources and make referrals if the client is unable to access services on their own
• Assist in reducing barriers to service, including building and increasing communication with community partners and case managers and increasing awareness of community resources across the organization.
• Train staff members on principal duties within Client Services as needed.
• Communicate with center staff to ensure efficient delivery of home-delivered meals.
• Coordinates volunteer projects and voucher processing as assigned.

• Attend all staff meetings and training.
• Other duties as assigned.

Education & Knowledge

• Associate Degree or equivalent job experience in Gerontology, Counseling, Human Services, or Communication
• Knowledge of senior services and resources preferred

Skills, Abilities & Experience

• 3 years experience in direct client services on social service environment preferred
• Bilingual/Bicultural: English/Spanish, Vietnamese, Russian, Asian or African languages preferred
• Proficient in computer applications and MS Office
• Ability to manage time effectively
• Ability to be flexible as new tasks arise
• Ability to quickly learn new computer programs; experience with client management systems a plus
• Good recordkeeping and organizational skills
• Ability to communicate with diverse populations

Any satisfactory combination of experience, training and/or education which ensures the ability to perform the work may substitute for the above qualifications.