Customer Service Representative (Human Services)

Toolworks, in partnership with people with disabilities, is a human service agency dedicated to providing the tools and resources that promote independence, equality, and personal satisfaction. Toolworks provides a number of programs, including job placement and training, community integration, and supported living services.

Position Title: Aging and Disability Resource Center(ADRC) Information and Referral Specialist

Reports to: Director of Business Development

Supervises: N/A

FLSA Status: Non-exempt

Purpose: To connect seniors and adults with disabilities with information and resources relating to long-term services and supports, aging, and living with a disability.

Duties and Responsibilities

Conducts day-to-day ADRC (Aging & Disability Resource Center) administration and operations, including but not limited to:

Client Support Functions

• Provides community outreach to target groups (low-income, non or limited English, minority, frail, lesbian/gay/bisexual/transgender, senior, young adults with disabilities) with current information on opportunities and services within their communities.
• Provides outreach through presentations and events. Will work with I +A specialist supervisor in scheduling events.
• Services include but are not limited to adult day care, caregiving, community services, counseling, education, emergency preparedness, employment, financial assistance, government assistance, food assistance, health, housing, in-home care, legal, recreation, safety, senior centers and transportation.
• Assesses the problems and capacities of the individual over the telephone or in person.
• Links the individual to the opportunities and services directly to the appropriate agency or by giving the consumer information.
• Contacting agencies on behalf of the client, filling out forms, writing letters, making phone calls to set up or confirm appointments, escorting the consumer to services providers, and conferring with services providers to ensure the client’s needs will be met.
• Follow-up as needed to determine the outcome of a referral by contacting the consumer and/or organization to which he/she was referred.
• Follow-up as needed with the consumer to ensure that the individual receives the services needed and is aware of the opportunities available.
• Provides assistance and translation services, such as filling out forms and sending them to the appropriate parties if needed by fax, mail, or email.
• Provides outreach through presentations and events. Will work with I +A specialist supervisor in scheduling events.
• Maintain confidentiality of client information as required by law and agency policy.
• Treats clients with respect and dignity.

Administrative Functions

• Greets all visitors and directs to appropriate Toolworks personnel
• Provides phone support and front desk assistance to the admin team and routes calls to appropriate personnel
• Logs all contacts and referrals into GetCare database
• Submits outreach reports to IOA, as needed
• Attends monthly ADRC meetings at the Institute on Aging.
• Participates in staff meetings and training as required.
• Maintains and updates community information as needed.
• Keeps First Aid/CPR current
• Complete all other required paperwork

Other duties as required

Education and Experience Requirement

• B.A. in Special Education, Rehabilitation Counseling or related field preferred.
• A minimum of two years of experience working with adults with disabilities is required, preferably in a community setting.

Skills requirement

• Fluency in American Sign Language, Spanish, or Cantonese. Some level of fluency for certain target populations may be required.
• Fluent report writing skills
• Willingness to work flexible hours to meet program needs.
• Strong time management skills, patient, detail-oriented
• Proficient in Microsoft Suite

Program requirements

• Fingerprint background check (Child Abuse Index, Criminal Record Clearance)
• First Aid/CPR certification required (within 30 days)

Compensation

• $24 to $28 per hour, depending on experience

Benefits (eligibility dependent on scheduled hrs)

• Paid employee medical, dental, and vision coverage
• 401k contribution
• Twelve days of paid vacation accrued annually
• Twelve sick days accrued annually
• Ten paid holidays annually
• Birthday holiday per year
• Tuition reimbursement

Job Type: Full-time

Salary: $24.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental Insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement

Schedule:

• 8-hour shift
• Monday to Friday

Work Location: In person