Information and Assistance Specialist

Information And Assistance Specialist

The Dane County Human Services department has a full-time (1.0 FTE) vacancy for an Information and Assistance Specialist in Madison, WI. The eligibility list created will be used to fill future vacancies of the same classification over the next six (6) months. All are encouraged to apply.

Commitment to equity and inclusion: As an employer, we strive to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customer needs through quality service is a shared goal. All employees must be able to demonstrate multicultural competence the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply.

Definition: Under the supervision of the Information and Assistance Supervisor, incumbents provide information and assistance, connecting older adults and adults with disabilities and caregivers to programs and services, including public and privately funded options. Provides assessment for publicly funded long-term care services for older adults and adults with disabilities. Offers Options Counseling built on the strengths of individuals, families, and the community. Works collaboratively with internal and external services in order to advocate for customer needs to assure services are delivered.

Examples of duties: Provides customer-driven prompt, accurate, and friendly responses to requests for information on a variety of topics and for access to long term care resources. Searches through the Information and Assistance resource database, and other information resources to identify, evaluate, and suggest potential programs and services. Collects customer information and assesses client and family needs to provide information and assistance over the phone, in the office, or at home aligning with the customer's needs and schedule. Follows up to determine outcomes and offer additional assistance in locating resources and arranging services. Develops and implements customer-driven action plans as part of Options Counseling, identifying individualized, cost-effective, and outcome-oriented service options that reflect meaningful and attainable goals while addressing immediate and long-term needs. Administers the Long-Term Care Functional Screen to determine functional eligibility, provides information about publicly funded long-term care, and assists customers throughout the eligibility determination and the enrollment process. Collects preliminary financial data, including medical and remedial expenses, and refers to the Economic Support Unit for financial eligibility determination. Assists individuals with applications for public benefit programs and participates in transition activities to help youth with disabilities move from school to the adult service system.

Education, training and experience: A Bachelor's Degree in a Human Services related field (Social Work, Sociology, Psychology, Nursing, etc.). Must also have an understanding of the aging and disability service networks and service methods, which is gained through one (1) year of experience in an aging and/or disability related professional position.

Special requirements: Valid driver's license (or eligibility for) and access to reliable personal transportation. Must obtain the Options Counseling Certification within two (2) months of hire. Must obtain the Functional Screen Certification within three (3) months of hire. Must maintain a driver's license and access to reliable personal transportation, Functional Screen and Options Counseling Certifications. Also refer to the "Physical and Environmental Work Requirements" section below.

Background check statement: Some positions may require a criminal background check which can include fingerprinting due to the nature of the job's responsibilities. Wisconsin's Fair Employment Law, s. 111.31 111.395, Wis. Stats., prohibits discrimination because of an arrest or conviction record. However, Dane County may disqualify an applicant if the position's responsibilities are substantially related to the applicant's criminal history (e.g., the nature of the crime and its relationship to the position, whether hiring, transferring or promoting an applicant would pose an unreasonable risk to the business, its employees, customers and vendors, etc.). Management reserves the right to make employment contingent upon successful completion of the background check.

Physical and environmental work requirements: Professional office work environment. Work involves walking, sitting, standing, bending, stooping, twisting, turning, lifting, carrying, pushing, pulling, grasping, and reaching within normal ranges. Ability to lift and move a variety of work-related materials weighing up to 25 pounds (with/without assistance). Prolonged computer and phone use. Manual dexterity using fine and gross motor skills. Ability to speak and be heard by others. Ability to see and hear within normal ranges with or without corrective devices.

Knowledge, skills and abilities: Knowledge of and demonstrated compliance with professional ethics and boundaries standards and codes of conduct. Proficient understanding of the standards and principles of Information and Assistance. In-depth knowledge of community resources and referral procedures to effectively connect clients with appropriate information and services. Skilled in assessment techniques and care management strategies to meet client needs. Competence in planning, organizing, and employing problem solving strategies. Familiarity with public service agencies, as well as laws and regulations governing aging and community services. Knowledge of HIPAA regulations and other privacy and confidentiality standards of practice. Ability to relate to older people and people with disabilities with a strong capacity to assess their needs. Ability to deal tactfully with difficult situations and make sound decisions under pressure. Strong oral and written communication skills, with the ability to effectively communicate information to a variety of individuals and groups. Proficiency in using computers and related office equipment, with a demonstrated familiarity with required software and data base programs. Ability to establish priorities for service intervention and manage time effectively to address most urgent needs. Ability to participate effectively in a team setting, working collaboratively with colleagues and collaborating partners.