The Information & Assistance (I&A) Lead will coordinate, develop, and deliver high-quality Information & Assistance (I&A) services to Members and Authorized Representatives who are self-directing either in the Consumer Directed Attendant Support Services (CDASS) program and the In-Home Support Services (IHSS) program. The individual(s) in this role will provide coordination and support for those Members/ARs with their agency or FMS, Case Management Agency, and other community resources.
JOB DUTIES
Serving as the primary contact for the Department for I&A services development, provision, and promotion
Managing Member/Authorized Representative referral process for I&A
Training or facilitating I&A staff onboarding and training
Providing I&A to Members/Authorized Representatives with high needs or complex needs not quarterly
Coordinating with the Program Lead on I&A staff recruitment
Receive and process I&A referrals from Members or other community resources and follow-up appropriately by making initial contact, overview of I&A services, and establishing goals
Communicate with appropriate entities, as necessary and appropriate, about the progress of Member or Authorized
Representative's plan and goals
Review training curriculum documents for accuracy and completion while communicating with clients or Authorized
Representatives with any needed adjustments and/or submission to case manager for final approval
Complete appropriate and timely documentation on all activities of daily job performance
Assist in maintaining all databases and electronic files
Conduct state-wide I&A training within the established requirements
Act as a troubleshooter for inquiry calls or drop-in visits regarding general program information and/or I&A assistance
Attend educational meetings, training sessions and other meetings as needed or required by program
Work with the Program Director and HCPF to address any issues regarding I&A services
Attend required Department or other stakeholder meetings as assigned by the Department and/or the State Director
Ability to travel in-state as assigned to meet contract and position requirements
Maintain confidentiality regarding all communication/information related to clients, Authorized Representatives, attendants, and all business relations
QUALIFICATIONS
At least two years of experience with Consumer Direction is required
At least one year of experience working with or having lived as a member of a marginalized population, including but not limited to people with disabilities, people of color, people experiencing homelessness, and/or people involved in the justice system
At least two years of experience with using common technology, such as smartphones, basic spreadsheets, email, and word processing software
The incumbent typically works in an office environment and uses a computer, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle, or feel, and to stand, walk, reach, bend, or lift up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.