RESOURCE CENTER COORDINATOR (77191)

The Resource Center Coordinator (RCC) will provide administrative, information & assistance, and telephonic support to the Resource Center. Following standards set by ACLS and Inform USA , the RCC will complete quality follow up calls to meet programmatic requirements and support Resource Specialists by providing comprehensive Information and Assistance during peak call times and when short-staffed, to older adults, persons with disabilities and their caregivers. The RCC will be responsible for handling Resource Center mailings, bin materials and quality survey responses.

Duties Include:

• Manage Resource Center incoming and outgoing mail. Assemble Information and Assistance mail to clients, including but not limited to; printing letters, resources, adding required printed materials, entering returned postcard surveys, scanning and following up on returned mail. Follow up on general inquiries received by email.

• Complete quality follow-up calls on at least 15% of Information and Assistance calls. Run quality follow-up call reports, call to complete surveys and pull follow-up survey report results quarterly. Pull quality follow-up survey data sent via email and enter results in quality follow-up forms. Follow up with Resource Center Manager or Team Leader for any reported quality issues, and provide information, assistance and advocacy for clients reporting additional and/or continuing needs.

• Receive and distribute voicemail and email requests. Complete information and assistance requests received via fax and website. Track and report the number of voicemails, emails, faxes, website requests, and note the details of request and the staff member assigned; verify and notate if the requests were completed in appropriate time frame, including documenting any incomplete assignments.

• Provide back-up phone support when Resource Center is short-staffed or experiencing high call volume. Provide information and referral to callers, answer general inquiries, triage clinical program intakes to Clinical Screeners, and participant calls to Support Coordinators. Meet with Information and Assistance clients requesting services in-person.

• Manage resources in printed materials bins. Order, print or request copies from AgeWays staff as needed, reach out to agencies for additional materials, coordinate with MMAP staff to update Medicaid and Medicare guidelines for MMAP related printed items.

• Other duties as assigned (to view the entire job description, please select the "download" button).