Major Duties and Responsibilities:
• Answer the Helpline during regular business hours. • Respond to inquiries from the PCOA website. • Conduct screening for walk-in clients. • Provide individuals with information, assistance and referral to appropriate internal and external resources and services via phone, email, regular mail and in-person. • Conduct initial telephone screening and assessment to determine eligibility for case management services in accordance with established criteria. • Maintain accurate and timely client records in agency database and in spreadsheets used for tracking clients. • Prepare monthly Helpline Tracking Report and other reports as necessary. • Develop positive relationships with staff from other social service and government agencies. • Perform other duties as assigned.
• Bachelor’s Degree in social work, counseling or related field from an accredited college or university • Minimum of two years experience working in social services and/or with a crisis/help line • Successful Level 1 fingerprint clearance and background check • Obtain AIRS Certification within six months of hire and/or maintain AIRS certification • Bi-lingual in Spanish Preferred
Knowledge, Skills and Abilities:
• Comprehensive knowledge of community resources • Knowledge of the aging process and issues and health problems associated with aging and disabilities • Excellent customer service skills • Proficient with Microsoft Office software • Excellent data entry skills • Understanding of and commitment to the organization’s vision, mission and values •
Usually works in an office environment with low noise level due mostly to office equipment Employee must be able to sit for extended periods of time while talking on the phone, researching information on the computer or doing data entry. The work environment noise is low, due mostly to office equipment. • While performing the duties of this job, the employee is regularly required to walk, stand and occasionally climb or balance, stoop, kneel, and reach with hands and arms. The employee must lift and/or move up to 35 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, depth perception and ability to adjust focus. Hearing requirements include ability to listen and respond appropriately to conversations in person or on the phone.
PCOA reserves the right to modify and interpret this position description. This description in no way implies that these are the only duties and responsibilities to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise; the employment relationship remains “at-will.” The position requirements are subject to change to reasonably accommodate qualified disabled individuals.