Client Services Liaison

Job Title: Client Services Liaison

The Atlanta Regional Commission (ARC) is the regional planning and intergovernmental coordination agency that focuses on issues critical to the region's success, including growth and development, transportation, water resources, services for older adults and workforce solutions. ARC is dedicated to unifying the region's collective resources to prepare the metropolitan area for a prosperous future. This is done through professional planning initiatives, the provision of objective information, and the involvement of the community in collaborative partnerships. The Client Services Liaison is responsible for performing tasks that fall under the umbrella of the Aging and Disability Resource Connection (ADRC) to citizens seeking community support and services in the Atlanta region. This position will include information and referral counseling as well as intake and screening for the Elderly and Disabled Waiver Program and the Home and Community-Based Services Program. This individual will be responsible for providing telephone and/or face-to-face consultation to older adults, caregivers, individuals with disabilities of all ages, and the general public who are seeking information about options and resources in the Atlanta region, both public and private, as well as home and community-based services. Additionally, this position will generate customized client reports; serve as liaison with other organizations and businesses in the aging services community; and perform other duties as determined by supervisor. This role is fully remote after the introductory period. There are occasionally times that this position would come into the office.

Essential Duties and Responsibilities:

• Provides telephone or face-to-face consultation to determine program eligibility; assesses the needs of clients using a person-centered approach to determine resource options; and performs intake and screening to determine program eligibility; • Conducts individualized research to determine resources to meet client needs; makes referrals and links clients and/or caregivers with resources; • Documents client interactions in client management system including assessment, identified needs, referrals and outcome; • Collaborates and engages with community partners to facilitate ease of access to service; • Conducts follow-up with clients to ensure resources are received, are appropriate, and individual outcomes are achieved; • Performs other duties assigned to support agency goals and objectives.

Minimum Qualifications:

• Bachelor's degree in social work, human services, gerontology or related field; • One year of related counseling or client advocacy or information/referral experience in area of assignment (such as mental health, aging or disability services). OR • An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation. Preferred Qualifications: • Master's degree in social work, Gerontology or related field.

Required Knowledge, Skills, Abilities and Competencies:

• Knowledge of social service resources for population served including networks and community resources; • Knowledge of aging network; • Knowledge of long-term care services network; • Knowledge of Medicare and Medicaid eligibility; • Knowledge of Elderly and Disabled Waiver and other Medicaid waiver programs; • Ability to understand and practice active listening techniques; • Ability to establish rapport with clients to elicit needs and match with appropriate resources; • Ability to provide attention to detail in assignments; • Ability to exercise confidentiality and maintain records and files; • Ability to perform basic original research, compile and assemble data; • Skill in organizing tasks, meeting deadlines, and prioritizing competing demands; • Skill in overseeing and organizing and maintaining records and files; • Possess exceptional time management, interpersonal and communication skills; • Possess strong collaboration and partnership development skills with internal and external partners; • Proficient in database technology and Microsoft Office Suite (Outlook, Word, Excel, Teams and PowerPoint).