Position Information

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Enhanced Services Specialist, Eldercare Locator
n4a Overview
The mission of the National Association of Area Agencies on Aging (n4a) is to build the capacity of our members so they can help older adults and people with disabilities live with dignity and choices in their homes and communities for as long as possible. n4a is a 501(c)(3) membership association representing America’s national network of 622 Area Agencies on Aging (AAAs) and providing a voice in the nation’s capital for the more than 250 Title VI Native American aging programs. Our vision is to build a society that values and supports people as they age.
 
Position Overview
The Eldercare Locator is a nationwide service that connects older adults, people with disabilities and their caregivers with information on aging services, programs and resources. Funded by the Administration on Aging/Administration for Community Living and administered by the National Association of Area Agencies on Aging (n4a), the Eldercare Locator is the first step to finding aging and disability resources nationwide. The service is operated through a call center, staffed by trained information specialists and through access to a public website (www.eldercare.acl.gov).
 
The Enhanced Services Specialist is responsible for receiving internally transferred complex calls that require additional time, resources, and expertise to handle compared to a standard call. They connect older adults, people with disabilities and their caregivers who require additional consultation, to appropriate home and community-based services and supports.
 
JOB TITLE: Enhanced Services Specialist
 
REPORTS TO: Program Coordinator, Information and Referral Systems
 
DUTIES AND RESPONSIBILITIES
Respond to both standard and complex requests for information about home and community-based services for older adults, people with disabilities and caregivers through telephone contact, chats, texting, voicemails and emails; assess inquirer needs; provide reliable and accurate referrals to approved agencies and programs; transfer callers to appropriate resources; follow established protocols and performance standards; complete required reporting and documentation; provide consultation and referral assistance to internally transferred callers who have greater complex needs, report that they are in crisis and need immediate assistance, and/or take more time to find resources than standard calls; other duties as assigned by the supervisor.

WORK HOURS AND LOCATION
This full-time non-exempt (hourly) position with full benefits is based in n4a’s Washington, DC, office. Due to the COVID-19 health emergency, the n4a staff is currently working remotely, though this will change in the future. The call center operates Monday through Friday from 9:00 am to 8:00 pm ET.
 
Due to the ongoing pandemic, currently this is a remote work position with an expectation to return to our physical office in the future once it is deemed safe. Requirements to successfully work remotely are a strong home internet connection (greater than 10 mbps) and a quiet workspace to take calls throughout an 8.5-hour shift.
 
SALARY AND BENEFITS
n4a is an Equal Opportunity Employer. People with disabilities are encouraged to apply. We offer a competitive salary and an excellent benefits package.

This is a grant funded position for 1.5 years. While there is not currently funding for this position after September 2022, if additional funding is identified employment could be extended.
 
Application Procedure
Submit a resume to jobs@n4a.org. Note the job title in the email subject line. We cannot respond to all applications and unsolicited phone calls or emails will not be returned.
Position: Enhanced Services Specialist, Eldercare Locator
Organization: National Association of Area Agencies on Aging
Location: Washington,  DC 
United States
Salary: n4a is an Equal Opportunity Employer. We offer a competitive salary and an excellent benefits package.
Posting Start Date:
Date Posted: 4/23/2021
Requirements QUALIFICATIONS
  • Bachelor’s degree preferred
  • At least one year of relevant experience in human services, the fields of aging and disability services preferred
  • At least one year of call center or other customer service experience required
  • Ability to problem solve and seek assistance from supervisor as needed
  • Ability to operate in a high-volume and fast-paced call center work environment
  • Excellent oral and written communication skills
  • Excellent customer service knowledge
  • Excellent interpersonal skills
  • Excellent decision-making skills
  • Ability to work independently and as a member of a team 
  • Ability to meet deadlines and to work well under pressure
  • Knowledge of information and referral/assistance (I&R/A) protocols and procedures and the role I&R/A plays within the Aging and Disability Networks
  • Knowledge of human service call centers
  • Bilingual fluency (English–Spanish) is a plus
  • Will have or obtain Certification for Community Resource Specialist – Aging/Disability (CRS-A/D) through the Alliance of Information and Referral Systems after one year of employment
  • Experience with using accessibility technology and software to facilitate communication with individuals who are deaf or have other communication needs preferred
Status: This listing expires on: 8/31/2021
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Organization Information
Name:
National Association of Area Agencies on Aging
Address:


Washington,  DC 20003
United States
Email:
jobs@n4a.org
Phone:
Fax:
Contact:
jobs@n4a.org