EXECUTIVE I

at Department on Aging in Springfield, Illinois, United States

Job Description

Position Overview

The Department on Aging is seeking to hire a motivated, self-starting Executive I that has a desire to work in a customer service-based environment. The Division of Community Relations and Outreach is eager to welcome someone who will have an immediate impact. This position will be working for and with established managers and co-workers who offer support, guidance, and mentorship. If you have a desire to serve others and have a meaningful impact into someone’s life, we encourage you to apply.

1. Provides complex telephone assessment, face to face interviews, linkage to services, email responses, and correspondence following all Senior Helpline and Department policy and procedures utilizing AIRS Information and Referral standards and taxonomy procedures. Exercises professional confidentiality affording clients their rights to self-determination and obtaining client permission or client release of information if needed. Determines appropriate Case Coordination Unit, Older Americans Act service provider, or agencies to link clients. Consults with supervisor at the time of a call or transaction when programmatic, procedural information or clarification is needed to respond to clients, caregivers, professionals, and other department staff.


2. Logs all transactions utilizing the client tracking system at time of the call or transaction. Utilizes the Department’s taxonomy, documentation, and procedures follow-up until case closure. Provides complex referral, inquiries, and draft correspondence.


3. Receives reports of alleged abuse of older adults and adults with disabilities living in the community. Completes intake and determines priority, severity, and danger. Consults with the Senior HelpLine Supervisor and Office of Adult Protective Services for policy clarification and technical assistance, as needed.


4. Identifies and utilizes resources to provide up-to-date information for program options and eligibilities at time of a call. Reviews, at least annually, state, federal, and local government programs, department and aging network annual changes, public benefit and non-profit program and service options. Maintains accurate access to manuals and resource materials. Utilize web site and program literature. Provides extensive counseling for public benefit and department programs to clients and professionals. Assists clients, caregivers, and service providers in facilitating and enforcing resolutions to client concerns.


5. Participates in agency and Senior HelpLine training. Participates in orientation and on-going instruction designed to provide general knowledge and updates of the department programs, public benefit, and home and community service options. Writes referrals or provide direct linkage by transferring the caller to the designated aging network provider or an 800 governmental line. Provides advocacy assistance through web-based query systems, web-based assessment tools and individual resource files. Contacts case managers and other service providers, if needed, to obtain case status. Provides programmatic support for Illinois Department on Aging programs and services.


6. Provides updates to network agencies and providers as requested. Utilizes resource manuals and files to retrieve service and program information and eligibility qualification. Applies knowledge to utilize manuals, Community Care Program Rules, policies and procedures, Case Management Manual, and Senior HelpLine Resources.


7. Attends outreach events to educate seniors and caregivers on available services and programs.


8. Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

1. Requires knowledge, skill, and mental development equivalent to completion of four years of college, preferably with course work in business or public administration.


2. Requires one year of responsible administrative experience in a public or business organization or completion of an agency approved professional management training program.

1. Prefers one year of responsible administrative experience in a statewide call center handling human service-related programs, services, or casework.


2. Prefers one year of experience demonstrating strong proficiency in MS Office Suite or similar software.


3. Prefers one year of experience demonstrating the ability to exercise judgment and discretion in developing, implementing, and interpreting departmental policies and procedures.

1. Requires the ability to pass a criminal background check.


2. Requires ability to travel within the state.


3. Requires AIRS certification for Referral Assistance Services within the employee’s probationary period or within the first six months of being hired within this position.