Intakes Service Coordinator I

JOB TITLE: Intakes Service Coordinator I - Community Supports ILOS

REPORTS TO : Program Manager, CS Program

HOURS : 8:00AM-4:30PM Monday-Friday

CLASSIFICATION : Non-Exempt

REQUISITION NUMBER:

SUMMARY: Community Supports-ILOS is funded through California Advancing and Innovating Medi-Cal (Cal-Aim) and is a program that coordinates care by utilizing a person-centered approach to maximizing individual’s health and life trajectory. Community Supports-ILOS services are medically appropriate and cost-effective alternatives to services covered under the state plan. All potential Community Supports-ILOS members must be enrolled in a Managed Care program of either Inland Empire Health Plan (IEHP), or Molina Healthcare Step Up is a contracted provider of In Lieu of Services-Community Supports, and the Managed Cares will refer qualified members directly to Step Up’s CS-ILOS Programs. Step Up will begin outreach and engagement to promote the services, enroll the members in the CS-ILOS and provide services intended to improve their current housing situation as well as improve their social and physical determinants of health. CS-ILOS services consist of a care team providing in-person care management and care coordination that aims to identify and manage comprehensive needs through improving outcomes, improving housing support, and addressing social drivers of health. The Intake Services Coordinator is principally responsible for engaging, outreaching and accepting all member referrals to Step Up’s Community Supports-ILOS. The Intake Services Coordinator will work and report directly to the Program Managers under the direction of Director of Cal-Aim. In the future this position may turn into a Service Coordinator I, Generalist depending on work needs.

Benefits and What We Offer:

• Opportunities for growth and professional development.
• Generous paid time off (13 paid holidays, 10 days of EPTO, 12 sick days).
• Competitive salary and benefits package. Health, dental, vision, Aflac, and life insurance $25,000.00
• 403(b) retirement plan available on the first day of work. After working 1000 hours, Step Up matches 3% of the 6% the employee contributes.

DUTIES : The following reflects essential functions for this job but does not restrict other tasks which may be assigned:

• Under the supervision of the Program Managers, Intake Service Coordinator I, is responsible for working effectively with and as part of the program to provide high quality, effective care management to the health plan’s members, and provide interventions as outlined in CalAIM resource guide to support Medi-Cal’s managed care plans. The Intake Service Coordinator will provide primarily field-based services including outreach and engagement, housing navigation and transition services, housing deposits, housing tenancy and sustaining services coordination of care, resource linkages, and working with other professionals and organizations in the community to ensure quality of care for members.

Direct Service and Support

• Participate in outreach and engagement efforts to enroll referred members in ILOS-CS.
• Housing navigation and transition services
• Housing Deposits Services
• Housing tenancy and sustaining services.
• Provide advocacy on behalf of ILOS-CS Members in the home, the community, and in provider organizations. May transport and attend any appointments to ensure successful completion of and outcomes of each goal.
• Conducting tenant screenings and housing assessments that identify the member's preferences and barriers related to successful tenancy.
• Developing an individualized housing support plan based upon the housing assessment that addresses identified barriers, includes short and long-term measurable goals for each issue, establishes the member’s approach to meeting the goal.
• Searching for housing and presenting options to the members.
• Assisting in securing housing, including the completion of housing applications and securing required documentation (e.g. social security card, birth certificate, prior rental history, identification, and proof of income).
• Assisting with benefit advocacy, including assistance with obtaining necessary documentation to apply for Social Security and supporting the Social Security/SSI application process.
• Identifying and securing available resources to assist with subsidizing rent.
• Identifying and securing resources to cover expenses such as security deposits, moving costs, adaptive aids, environmental modifications, and other one-time expenses.
• Assisting with request for reasonable accommodation.
• Communicating and advocating on behalf of the member with landlords.
• Assisting with arranging for and supporting the members’ move.
• Participate in all formal and informal training required by Step Up and external partners.
• Collaborate on Member’s issues with other STEP UP’S ILOS-CS team participants in systematic case reviews.
• Model the highest ethical behavior in relationship with co-workers, supervisor, members, provider, and colleagues in the community and within Step Up’s ILOS-CS.
• Promote a collaborative and effective working environment with then STEP UP’S ILOS-CS by engaging in evidenced based communication strategies (such as Motivational Interviewing) when discussing responsibility/sharing of tasks, effective resolving conflict as they arise and collaborating on member case discussions.
• Build and maintain a positive working relationship with members by providing field-based, in-person services, and engaging with community partners.
• Additional coordination with other entities to ensure the member has access to support needed for successful tenancy.
• Participate in staff meetings, training, individual supervisions, and other activities as needed.
• Any other duties as required to ensure ILOS-CS operations are successful.

Documentation and Data Collection

• Complete and become proficient in each Healthcare Plan’s Electronic Health Records to ensure documentation is accurate and in compliance with regulatory requirements and accreditation standards.
• Maintain documentation for each member contact as instructed and within the program timelines (within 48 hours, weekly, monthly, and quarterly).
• Keep an accurate and up to date calendar to reflect daily schedule.
• Complete monthly claims by utilizing the Healthcare Plan’s portals.
• Ensure the privacy and security of the PHI as outlined in Step Up’s policies and procedures relating to HIPAA complaints including attending annual compliance training.

SKILLS : Highly skilled interpersonally, with excellent relationship skills. Knowledgeable and skilled in Evidenced based communication such as MI or similar empathy-based communication strategies. Highly skilled in interpersonal communication including resolving conflict with co-workers. Able to sufficiently engage members and providers in a variety of settings such as on the phone, at Member’s homes, streets if homeless, in hospitals and other health settings. Knowledge of the community the SCI-Generalist will be working in, especially non- professional resources, and their reputation in the community. Ability to develop relationships with community members and leaders, including in the faith-based community. A high degree of skillful decision-making and judgement, in an autonomous position, including knowing when to consult with the team, supervisors, and experts. Understanding of and sensitivity to mental health conditions and addictive disorders. Understanding of and sensitivity to multi- cultural communities. Awareness of the impact of unmitigated bias, and judgement on health; a commitment to addressing both. Bilingual (English Spanish preferred). Understanding of, and a commitment to, high preforming team practices.

QUALIFICATIONS :

AA degree or equivalent. A valid California driver’s license and clean driving record. A reliable vehicle and valid automobile insurance is mandatory, as automobile travel is required in the Inland Empire either by personal or company vehicle. Step Up will verify these requirements. A clean report Department of Justice background check.

Please Note: This position is part of the Service Employees International Union (SEIU721) Bargaining Unit.

SUPPLEMENTAL INFORMATION : Work with people experiencing homelessness whether on the streets, in shelters or other places of inhabitation or services, may present inherent challenges and difficulties such as: exposure to bed bugs or other infestations, unpleasant smells or odors, individuals who may have poor hygiene or unclean homes due to homelessness, mental health symptoms, or poverty. Additionally, in working with our members, employees may encounter instances of profanity, sexually explicit or derogatory language, or verbal or physical expressions of anger and trauma. Very rarely do these situations ever escalate to physical contact, and negative or derogatory communication patterns can often be negotiated successfully. All direct care staff are provided adequate training to develop skills to deescalate crisis situations that may arise and Step Up has established procedural safeguards for all employees to mitigate (but not eliminate) these inherent risks of employment.

PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is regularly required to sit; use hands and fingers; handle or feel; reach with hands and arms; talk; and hear. The employee is frequently required to walk, balance, stoop, kneel, and/or crouch. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Keyboard data entry required.

Step Up utilizes the principles of trauma-informed care and mental health recovery. These principles inform our Core Values of Hope, Wellness, Voice and Choice, Respect, and Collaborative Relationships. As representatives of Step Up, employees agree to adhere to these values in their interactions with members, colleagues, supervisors, and associated community members.

STEP UP CORE VALUES

HOPE – We believe all people have the capacity for positive growth and change. We use hope to inspire and motivate ourselves, our members, our colleagues, and our community.

WELLNESS – We believe in promoting a culture that supports healthy and fulfilling lives. We use a supportive environment to foster well-being for ourselves, our members, our colleagues, and our community.

VOICE AND CHOICE – We believe in the right to choose and be heard. We use voice and choice to create meaningful outcomes and empowerment for ourselves, our members, our colleagues, and our community.

RESPECT – We believe in promoting interactions that are non-judgmental, transparent. We use respect to guide all of our words and actions with ourselves, our members, our colleagues, and our community.

COLLABORATIVE RELATIONSHIPS – We believe in forming partnerships to share resources, knowledge, and experiences. We use collaborative relationships to strengthen accomplishments for ourselves, our members, our colleagues, and our community.

Step Up provides equal employment opportunities without regard to age, ancestry, color, creed, mental or physical disability, marital status, medical condition, national origin, race, religion, sex, sexual orientation, veteran status, or any other consideration made unlawful by federal, state, or local laws.

STEP UP IS AN EQUAL OPPORTUNITY EMPLOYER