Background:
The MCH MOMS Helpline mission, to reduce the infant mortality rate in Indiana by
connecting families with access to available resources focused on improving the
health of mothers and their children, using a system model promote cross-sector
collaboration in order to build efficient and effective early childhood systems
that mitigate the impact of adversity and support protective factors among
families, so that all children can grow, develop, and thrive to their full
potential.
Purpose of Position/ Summary:
The MCH MOMS Helpline serves as a call center within the Maternal and Child
Health (MCH) Division at the Indiana State Department of Health. The focus of
the position is to provide information, referrals, and resources to link
mothers, pregnant women, women of child bearing age, and families to a network
of services within their community. The Communication Specialist is responsible
for answering incoming calls and identify the client’s barriers to accessing
services and bridging the gap between families and resources
The Communication Specialist provide statewide services to reduce infant
mortality rates in Indiana. The Communication Specialist provide screening &
referral services for eligible, pregnant women in targets counties by contacting
them directly and referring them to home visiting services and resources.
Essential Duties/ Responsibilities:
• Requires efficiency to handle the volume of incoming and outbound calls
received on a daily basis.
• Ability to make and take a numerous amount of calls helping navigate families
with resources and referrals within the maternal and child life cycle,
accurately and thoroughly using multiple intake screening processes.
• Ability to follow-up with all clients engaged in the system, to ensure that
quality is achieved.
• Develop in-depth knowledge of the existing early childhood systems, Help Me
Grow IN, Home Visiting, Early Childhood, Special Education and Children and
Youth with Special Health Care Needs programs- eligibility, referral/application
processes, due process information, and related support services.
• Assist with compiling and mailing out information packets to families referred
to services or screening tools, or other community based resources, as needed.
• Sends out confirmation letter and resource information to referral source.
• Assists in maintaining filing system for all cases.
• Attends staff meetings, conferences, and workshops regularly to upgrade
professional skills and understand systems and current best practices for
working with mothers, children and families.
• Works effectively as a team member and provides assistance to other staff
members as needed.
• Effective communication skills needed to assess the needs of clients and
direct them to the appropriate resource and referral.
• Ability to assist client submitting full Medicaid application, obtaining
navigator license.
• Requires knowledge of community resources and available service providers
throughout the state, assisting in identifying gaps and barriers to services,
and system issue trends families experience in utilizing services.
• Requires knowledge of Information and Referral (I&R) standards and utilizing
the Vision Link Database.
• Assists Lead CS in producing caller data reports by reporting number of calls
made and other filter such as referrals, call type, needs, providers, etc. on a
daily basis.
Job Requirements:
Education
• Required a Bachelor’s (or higher degree) Communications /Social Work or
Information Technology, Education, Special Education, Home Visiting or related
health or human services field.
Skills
• Must have knowledge of the nature of the social service and medical providers
to whom the Helpline make referrals.
• Must have ability to develop a specialized knowledge of Information and
Referral service provision, and considerable knowledge of the services available
throughout the state of Indiana.
• Excellent listening skills and the ability to assess and inquirer’s situation
and needs as well as use good judgment in determining the appropriate referrals
are required.
• Excellent interpersonal skills and ability to convey information effectively
to both professionals and the general public.
• The ability to show compassion and understanding for people with dealing with
difficult situations.
• Logical thinking, good judgment and ability to maintain composure in stressful
circumstances (suicides/abuse/crisis calls) are needed.
• Must be respectful; non-judgmental; non-critical and attentive to the concerns
of MCH programs and staff.
• Able to work independently and as a part of a project team.
• Able to work under pressure and tight deadlines in a fast-paced environment.
• Able to multitask, prioritize, and be flexible.
• Proficient in the use of Microsoft Office Outlook: Power Point, Excel and
SharePoint.
• Well-developed communication skill, both written and verbal.
• Experience in positions involving maternal needs, special needs or work with
very young children.
• Knowledge of typical and atypical child development and special needs
conditions.
• Bilingual, English/Spanish/Burmese/Haitian-Creole highly desirable.
Supervisory Responsibilities/Direct Reports:
All Communication Specialists works within the ISDH MCH Team as well as other
divisions within the MCH and Health and Human Services Commission, both staff
and contractors, to ensure compliance with all HelpLine requirements. The
position represents ISDH/MCH to numerous internal and external partners
statewide and advises the ISDH MCH Systems Director on matters of major impact
to ensure conformity with agency, state and federal requirements
Difficulty of Work:
This position requires significant attention to detail, the ability to work with
internal and external partners, knowledge of the different resource and referral
systems used within the MCH division and this particular section. This position
must be able to resolve problems, logically develop ideas, interpret policy, and
have superb oral and written communication skills, to guide appropriate
interactions with the caller and to use good judgment in determining the
appropriate referrals and provided.
The MOMS Helpline adheres to the standards set by the Alliance of the
Information and Referral Systems (AIRS). The incumbent must work independently
and with minimal supervision.
Personal Work Relationships:
Incumbent maintains cooperative relationships with internal and external
partners for daily problem solving and interpretation of regulations and
policies; and must have the ability to work with a diverse group of employees,
not only in function, but also in skill level.
Physical Effort:
Position requires to sit for a long periods, adjust phone headset and the
ability to physically move throughout the ISDH office area. Some travel is
required. There is no heavy lifting required.A
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