Supervisor, Information & Referral

Job Description

Job Description

Description:

USAging Overview

USAging is the national association representing and supporting the network of Area Agencies on Aging and advocating for the Title VI Native American Aging Programs. Our members help older adults and people with disabilities throughout the United States live with optimal health, well-being, independence and dignity in their homes and communities.

As the local leaders on aging well at home our members develop, coordinate and deliver a wide range of home and community-based services, including information and referral/assistance, case management, home-delivered and congregate meals, in-home services, caregiver supports, transportation, evidence-based health and wellness programs, long-term care ombudsman programs and more.

USAging is dedicated to supporting the success of our members in supporting the nation’s growing population of older adults, people with disabilities and caregivers through advancing public policy, sparking innovation, strengthening the capacity of our members, raising their visibility and working to drive excellence in the fields of aging and home and community-based services.

Job Summary

Funded by the Administration for Community Living and administered by USAging, Eldercare Locator helps connect people to resources nationwide. The services are operated through a call center, staffed by trained information specialists and supported by a team of experienced human services professionals. 

The Supervisor, I&R is responsible for facilitating the smooth day-to-day functioning of the Eldercare Locator with a focus on the evening shift (1:00 pm – 9:00 pm). This is accomplished by supporting staff through direct 1:1 supervision and coaching, training, evaluation, monitoring schedule adherence, and collaboration with the Eldercare Locator leadership team (Director, Program Managers and Program Coordinator).

Job Title: Supervisor, Information & Referral

Reports to: Program Manager, Information Technology and Analytics

Duties and Responsibilities

• Supervise a team of I&R Specialists responding to requests for information about home and community-based services for people with disabilities and their families through telephone contact, chat, texting, voicemails and emails.
• Provide support to staff through individual supervision meetings and team meetings.
• Lead evening shift operations , including staff coverage, workload management, adherence to schedules, contact center procedures, and contact metrics.
• Maintain high-quality service through ongoing evaluation, coaching, and training.
• Manage the day-to-day operations of the call centers including call center phone, chat and email coverage and adherence to contact metrics.
• Collaborate with leadership on setting performance goals.
• Answer calls from individuals contacting the center as needed.
• Communicate significant evening shift issues, staffing concerns, escalations, and operational updates to the Eldercare Locator leadership team.
• Lead, support and conduct the onboarding of new I&R Specialists, including providing training, reviewing procedures and resources, monitoring progress, and ensuring new staff are prepared to independently perform their assigned responsibilities. 

QUALIFICATIONS

· Bachelor’s degree in a human service-related field plus 2-3 years of relevant experience preferably in aging and/or disability services. 

· At least one year of call center or other customer service experience required.

· Demonstrated experience providing supervision and/or leadership of teams.

· Ability to operate in a high-volume and fast-paced call center work environment.

· Demonstrated experience providing trainings, staff onboarding and public speaking.

· Demonstrated team building and decision-making skills.

· Ability to communicate with people of varied communication styles, such as comfort working with people who are deaf, have a speech disability, use an assistive device to communicate or have other communication variations.

· Knowledge of human service call centers. 

· Excellent oral and written communication skills.

· Excellent interpersonal skills.

· Excellent decision-making skills.

· Strong technical skills/proficiency including familiarity with excel, reporting and analytics, etc.

· Support and basic troubleshooting, systems issues, etc.

· Ability to work independently and as a member of a team. 

· Ability to meet deadlines and to work well under pressure.

· Ability to problem solve and seek assistance from supervisor as needed.

· Ability to manage multiple projects with attention to detail and accuracy.

· Ability to research, analyze, and collect information from a variety of sources including websites, newsletters, and other written materials.

· Bilingual fluency (English–Spanish) preferred.

WORK HOURS AND LOCATION

This full-time evening shift (1:00 pm - 9:00 pm) position is based in USAging’s Washington, DC, office. 

SALARY AND BENEFITS

USAging is an Equal Opportunity Employer. We offer a competitive salary and an excellent benefits package, including fully paid individual health, dental and vision coverage; retirement savings plan with a 10 percent employer contribution and generous vacation and sick leave.

ADA DISCLAIMER

The successful candidate should be able to perform the essential function of the position satisfactorily and, if requested, USAging will make reasonable accommodations to enable employees with disabilities to perform the essential duties of their job absent undue hardship.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Application Procedure

Application must include a cover letter, resume and salary requirements. Interested applicants can apply for this position here. The position will remain open until filled . We cannot respond to all applications and unsolicited phone calls or emails will not be returned.