Purpose of Position- Assists clients, families, and community partners in navigating the intake and determination process, and in accessing needed services and supports through the application process. Works closely with other A&I Avenues departments and outside agencies to process referrals from a variety of sources and provides resources as needed. Maintains regulatory compliance in multiple data systems and ensures phone calls and referrals are processed in accordance with prescribed timelines. Supports a team culture of high customer service and is adaptable with ongoing changes.
Essential Duties/Responsibilities
- Manages incoming non-IDD phone calls in accordance with prescribed timelines.
- Completes intake screenings and processes referrals for potential HCBS/CFC, SNF, and PACE applicants.
- Assists the Intake Supervisor as needed in assigning cases to Intake Case Managers in accordance with agency procedures.
- Regularly requests required documentation from providers via fax.
- Provides resources to clients, families, advocates, and community partners.
- Provides excellent customer services by connecting callers with the appropriate case managers/agency staff and escalating complaints to management.
- Effectively represents A&I Avenues in developing relationships and providing consultation to both staff and outside agencies.
- Assists with processing incoming referrals received via email and/or fax.
- Ensure that all required documentation is completed in accordance with applicable Federal, State, and A&I Avenues rules and regulations.
- Maintains current knowledge base to ensure duties are performed in compliance with all applicable rules and regulations.
- Make sure all tasks/processes are documented using established format and that the documentation is used, updated as needed and maintained current.
- This position requires regular use of a personal vehicle with liability insurance that meets A&I Avenue standards.
- This position requires regular use of a personal mobile device such as a smartphone or tablet.
Other Duties/Responsibilities
- If position occupant has M.S.W., may supervise or assist in supervision of social work interns.
- Other duties as assigned.
Job Qualifications
Knowledge, Skill, and Ability: | - Solid skills in working with people with disabilities.
- Independent judgment and discretion in monitoring, advising, and advocating for clients and their families.
- Person-centered, creative problem solving and strengths-based solution-finding.
- Ability to manage workload independently and prioritize tasks/goals in order to meet timelines.
- Ability to work effectively in a team setting.
- Effective and professional written and verbal communication skills with clients and groups at all professional levels.
- Strong planning, time management, and organizational skills.
- Ability to work efficiently with various technology including word processing software, e-mail, databases, and general internet skills.
- Possession of a valid driver’s license and ability to meet A&I Avenues driving requirements.
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Training/Education: | - High School diploma required
- Bachelor’s Degree highly preferred
OR - Five years’ experience working in long term services and supports which includes Intellectual or Developmental Disabilities
OR - Some combination of relevant education and experience appropriate to the requirements of the position.
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Working Environment/Physical Activities | - Effective with shifting roles, responsibilities, and expectations in a highly stressful and changing work environment.
- In the field workdays required on a regular basis. Living arrangements on the Colorado front range strongly preferred.
- Ability to work autonomously while remote.
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Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. This is an hourly, non-exempt position and it is expected that all duties can be completed in a 40-hour work week. Overtime may not be worked without prior authorization and justification of work demands outside of published agency workflow-related time to task norms.