Client Support Assistant II- Hopwa

The Client Support Assistant is responsible for screening individuals for housing assistance, facilitating their engagement with housing services, providing "peer support" that includes social interaction, emotional support, and guidance in independent living. This role involves client orientation and education regarding health, social service delivery systems, ensuring positive medical outcomes and stability. The Client Support Assistant is tasked with engaging, informing, supporting, and empowering eligible individuals who wish to receive services from Care Resource; Additionally, they play a key role in the intake process by collecting necessary documentation and providing administrative support to expedite service delivery. This position includes responsibilities related to scheduling appointments with clients and patients as required.

JOB RESPONSIBILITIES

• Welcome clients into the agency and provide orientation/education regarding the agency and its services.
• Provide initial HIV/AIDS orientation and education to clients, including what to expect from the HIV service delivery system.
• Provide initial information regarding the applicable County Services and provide for clients with or without HIV clients requesting housing.
• Assist with initial client intake, paperwork and applications for financial and housing eligibility.
• Assist clients with housing after screening to obtain referral for different housing programs.
• Assist in the development of an individual client care plan.
• Help clients schedule appointments, document assistance with referrals and follow up with providers to ensure clients attend appointments.
• Monitor client housing, other support services and requirements.
• Provide educational support to clients that'll enhance their knowledge and understanding of housing protocols.
• Ensure that service providers in the referral network are active, and that formal Memoranda of Understanding and HIPAA Business Associates agreement are executed.
• Request information from third parties about clients (SFAN numbers, proof of income, proof of HIV status, etc.) and proof of Broward County residency.
• Walk clients through initial appointments for housing, medical care and other support.
• Contact clients to verify and/or remind them of appointments with other departments or other agencies.
• Conduct periodical Client Satisfaction Surveys, Quarterly Client Advisory Committees or Orientation meetings.
• Maintain record keeping requirements and assist with chart reviews for Q/A purposes as requested.
• Assist clients to maintain independent households, assuring regular and personal contact for social interaction.
• Conduct home visits to assess barriers to independent living as applicable.
• Communicate with clients one to three days before a foreseen hurricane/natural disaster according to emergency plan procedures.
• Accurately make changes and cancel appointments within NEXTGEN, Intergy and other agency scheduling systems.
• Keep current lists of all agency employee contact phone numbers including alternate numbers.
• Receive and track e-mails from supervisors that inform staff of employes absences daily, including staff covering the absent person's work.
• Tend to client and patient phone calls promptly who are attempting to access services and provide them with accurate and timely information.
• Request for updates from departmental supervisors to resolve problems with staff's schedules to ensure accuracy.
• Report on various concerns, complaints and compliments received via phone.
• Transfer complaints directly to the senior supervisor or manager responsible for the area of concern.
• Participate in staff training sessions and other meetings as required by the agency and/or the funding source.
• Participate in agency developmental activities as requested.
• Other duties as assigned.

Safety

• Ensure proper hand washing according to Centers for Disease Control and Prevention guidelines.
• Document patient medications correctly, make sure each patient knows which medicines to take when they are at home, and encourage each patient to bring their up-to-date requirements for the Housing Case Manager visits.
• Ensure each new client receives screening for their risk of suicide.
• Understand and appropriately act upon assigned role in Emergency Code System.
• Understand and perform assigned role in Agency Continuity of Operations Plan (COOP).

Culture of Service: 3 C's

Compassion

• Greet internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
• Listen to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring an understanding of the request and provide appropriate options or resolutions.

Competency

• Provide services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered

Commitment

• Take initiative and anticipate internal or external customer needs by engaging them in the process and following up as needed
• Prioritize internal or external customer (i.e. patient, client, staff, vendor) request to ensure a prompt and effective response is provided

Contact Responsibility

The responsibility for internal and external contacts is frequent and important.

Physical Requirements

This work requires the following physical activities: frequent sitting, bending, standing, walking, talking in person and talking on the phone. Occasional driving, stretching/reaching and lifting up to 50 lbs. are required. Work usually is performed in an office setting.

Other

Participates in health center developmental activities as requested.

Other duties as assigned.

Job Knowledge and Skills:

Bilingual (English -Spanish/ English-Creole) is required. Computer knowledge should include Care Resource phone system, Word, Excel and Outlook. Must become knowledgeable about agency databases (NEXTGEN, PE (Provide Enterprise and HMIS) and their interrelation to appointment scheduling within first 30 days of employment. Excellent customer service, phone etiquette and communication skills are needed to handle multi telephone lines and tasks and work with very high call volumes. Good organizational and teamwork skills are required to prioritize workflow. Must maintain punctuality and perform in a detail oriented and accurate manner at all times. The ability to work with multicultural and diverse population is required.