Customer Service Coordinator Jobs in Rochester, NY

We are Hiring! 

Catholic Charities Family and Community Services (CCFCS) has been serving our community for over 100 years. We walk with people when they are at their most vulnerable as they journey toward independence to reach their full human potential. We proudly serve and employ people from all backgrounds and experiences. 

If you're looking for more than just a job, if you're passionate about making a meaningful impact on the lives of others, join a team that changes lives every day. Be a part of something truly special.

Employment Type: Full-Time

Schedule:  M-F, 40 hours

Salary:  $25.00

Top Benefits and Perks:

• Competitive salary and 403b retirement plan 
• Generous time off package and work-life balance 
• Comprehensive benefits package 
• Supportive and collaborative environment 
• Opportunities for growth and development 
• Intrinsic reward of truly making a difference in people's lives 

Qualifications

Education:

Individual with a Bachelor’s degree and one (1) year of experience providing case management/service coordination and information, linkages and referrals regarding community-based services for individuals with disabilities and/or seniors;

OR

Individual with an Associate’s degree and two (2) years of experience providing case management/service coordination, information, linkages and referrals regarding community-based services for individuals with disabilities and/or seniors.

Paid employment and unpaid experience (such as documented volunteer work, internships, etc.) providing case management/service coordination, information, linkages and referrals regarding community-based services for individuals with disabilities and/or seniors can be used to fulfill the requirements for being employed as a Service Coordinator.

About the role: 

Provide service coordination to individuals within the Traumatic Brain Injury (TBI) Waiver and Nursing Home Transition and Diversion (NHTD) Waiver programs living in Monroe, Finger Lakes or Southern Tier Regional Counties. Ensures completion of required duties for each shift. Effectively supports ongoing and collaborative communication amongst all program staff and is responsible for ensuring a trauma informed care environment.

Essential Duties and Responsibilities

• When needed, serve as contact for referrals, gathering required documentation, and arrange for necessary screenings to proceed with intake in applicable program. 
• Provide participant-guided service coordination to caseload assigned, maintaining accurate and verifiable documentation of all services rendered. 
• Using a person-centered approach, develop and complete comprehensive service plans, PPOs, and all other required documentation as set by DOH and Regional Resource Development Center. 
• Demonstrate, promote and practice cultural competency towards participants through respect and understanding. 
• Recognize and embrace diversity through supporting and encouraging the strengths of each individual served.
• Provide a minimum of 1 face to face contact meeting for each participant assigned monthly (meeting must occur in the participants home on a quarterly basis), to ensure all service plan goals are addressed to the satisfaction of the participants served and to monitor overall provider plans effectiveness.
• Utilizing a team approach, maintain accessibility for clients during the workday.
• Assist participants in the acquisition and maintenance of public benefits e.g., Medicaid, SNAP, Social Security, etc. 
• Provide linkage/referrals and coordination of resources/support for medical care, mental health, social, recreational and housing/basic needs, etc. 
• Remain current in the field, support and implement best practice service models within the program.
• Make independent decisions and recommendations regarding immediate risk factors presented and provide crisis intervention and follow-up as needed.
• Demonstrate flexibility to be available to clients in their homes/communities including working outside of normal business hours as needed.
• Provide on-call availability via cell phone to the TBI and/or NHTD program as needed.
• Serve as a participant advocate.
• Ensure the assessment of need for a nursing home facility level of care on an annual basis.
• Facilitate the development of a Care Team to carry out individualized and strength-based Service and Detailed Plans through regular team meetings and plan reviews. 
• Participate in staff meetings and other Care Coordination department activities.
• Ensure compliance with all applicable local, State and Federal regulations and agency policies.
• Participate in all mandatory ongoing training and professional development offered. 
• Represent Catholic Charities Family and Community Services on appropriate boards and committees as assigned.
• Complies with all agency policies and procedures.
• Participates in relevant Agency meetings and/or trainings 
• Actively pursues development of professional competencies related to job role performance through reading, supervision, in-service training and attendance at conferences and workshops. 
• Awareness and active support of the Agency's Mission, Vision, Values and Strategic Plan. Including, but not limited to, supporting the Agency's Core Competency initiatives of being Collaborative and Community Focused, Innovative and Entrepreneurial, and Culturally Competent and Diverse
• Other duties as assigned

Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive. Employees are required to follow appropriate supervisory direction and perform other related duties as required.

Physical Demands/Work Environment: The physical demands/work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk, hear, stand, walk, use hands to type and/or perform light lifting. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet.

Compliance: Adheres to all applicable federal and state laws and regulations including, but not limited to, those governing confidentiality, privacy, program, billing and documentation standards.  All duties must be performed in accordance with CCFCS’s corporate compliance & ethics program. Any offer of employment will be contingent upon successful completion of a background check. CCDOR considers all background check information in accordance with applicable law.

Join us and help make a positive impact on our community!

***Catholic Charities is committed to leveraging the talent of a diverse workforce to create great opportunities for our agency and our people. EOE/AA Disability/Vet