Client Services Specialist

Position Summary

The Client Services Specialist assists AllThrive 365's community service programs to attain contractual program objectives and goals by providing direct assistance and case management services to vulnerable populations using resources from various funding sources. Encourages and promotes self-sufficiency through assessment of client needs, listening to concerns, and connecting clients to community resources and other educational opportunities designed to assist them with services such as budgeting and finances, employment services and other necessary support systems that will increase a person's ability change, be self-sufficient and/or improve their quality of life. Serves as a liaison between AllThrive 365 community service programs and external community organizations.

This position does not have direct reports.

Essential Functions:

% of Time

Intake & Assessments

• First point of contact for applicant screening of the programs and referrals
• Performs client intake procedures for all referral and walk-in clients by completing telephonic intakes, eligibility screenings, document collection, applications, and referrals
• Performs assessment of client needs and determines eligibility for programs and services
• Communicates in person or via email or telephone regarding qualifications, follow-ups or requirements

35%

Case Management

• Provides case management in a confidential, timely, effective, efficient, and client-centered manner
• Coordinates and provides services such as budgeting and finances, employment services and other necessary support systems that will increase the person's ability change, be self-sufficient and/or improve their quality of life
• Provides referral services for clients whose needs are outside their scope of practice and/or not available at the program site
• Completes and compiles demographic information for funding sources

35%

Custodian of Records

• Processes and maintains application using electronic records system
• Maintains client files in accordance with funding sources regulations, contract requirements and AllThrive 365 procedures, with special emphasis on client confidentiality

15%

Quality & Compliance

• With a strong focus on client satisfaction, ensures compliance with all AllThrive 365 policies, procedures, and practices, and other contract and licensure requirements, and funding sources; and applies knowledge to the work in accordance with quality standards
• Records and compiles data as a part of the program's quality and performance review
• Attends and actively participates in initial and on-going training and development programs and opportunities, weekly unit meetings all staff meetings, and demonstrates learned concepts on the job
• Participates in assigned work teams, as requested and appropriate
• Engages in continuous improvement efforts, as assigned, and strives to continuously improve the quality of care and self
• Communicates daily and as necessary with colleagues, nurses, supervisor, and leadership

10%

Miscellaneous

Other duties as assigned

5%

Requirements

Education & Experience, Knowledge/Understanding

• Bachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
• Previous case management experience
• Know all AllThrive 365 programs provided in Service Area
• Knowledge of resources available in the community
• Possess valid AZ DL and acceptable MVR
• Bilingual (English/Spanish)
• Clear fingerprint background screening through the Department of Public Safety and comprehensive background clearance

Skills

• Strong verbal, written, reading, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population.
• Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others.
• Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Teams, Word and Excel.

Abilities

• Ability to have and maintain reliable transportation and current vehicle insurance
• Ability to maintain member confidentiality, privacy and dignity at all times
• Ability to work both independently and collaboratively as part of a team
• Ability to build effective relationships and nurture partnerships with a variety of stakeholders inside and outside of the organization
• Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying, and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; identifying the options and solutions for addressing the problems analyzed.
• Willingness and ability to embody AllThrive 365's core values:
  1. COMPASSION
  2. GROWTH
  3. RESILIENCE
  4. OPENNESS

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

• Position works in a climate-controlled office environment
• Able to lift and/or move 25 pounds
• Requires speaking, bending, stooping, lifting, standing and sitting for long periods of time in office environment
• Driving a vehicle during daytime hours for travel between sites and client homes