Description:
WHAT MAKES VOA SPECIAL? VOAC recognizes the unique needs of the older adult who needs a wheelchair ramp to stay at home safely, and the preschooler whose family needs additional resources. VOAC supports veteran’s efforts to exit homelessness as well as provides a safe place for survivors of domestic violence. Wherever VOAC goes, it combines relationship-building, volunteers and quality services to lift and support our neighbor’s efforts to become self-sufficient and reach their full potential.
** The Meals on Wheels Program Coordinator I works in collaboration with the Volunteers of America staff, volunteers, and other designated outside agencies to provide meal service to at-risk seniors who live independently. The MOW Program Coordinator I will use resources to connect seniors to services needed through referral to vetted services.

Essential Duties and Responsibilities

• Establishes trusting relations with coworkers, peers, and program participants.
• Actively works cooperatively and collaborates with members of the team to serve program participants in a comprehensive, effective, and caring way.
• Provides, updates, and maintains intake services, annual reassessments, and ongoing referral assistance.
• Answer incoming calls from clients regarding available services, program information, and assist with navigating eligibility, and enrollment processes.
• Connect clients to community resources and services, including but not limited to housing assistance, SNAP benefits, and healthcare.
• Maintains a caseload of 300-500 clients with accurate and confidential client records, documentation, and agency reports, in compliance with organizational policies and regulatory requirements.
• Responsible for coordinating services for Medicaid clients, ensuring eligibility, compliance, and access to appropriate care and resources while serving as the primary point of contact for client support and case management.
• Handle crisis situations professionally, take appropriate action and report critical incidents as required.
• Maintains and ensures confidentiality of all program participant information.
• Initiates queries on customer concerns and forwards to appropriate management.
• Assists Volunteer Specialist with daily duties as necessary.
• Occasionally fill in on client routes, if needed, to maintain service continuity and ensure client needs are met.
• Communicate effectively with team members to ensure accuracy, efficiency, and cohesion in all aspects of client support and engagement initiatives.
• Utilize your ability to research and provide meaningful resources to the Clients, such as identifying relevant community resources, educational materials, or support services.
• Attends and participates in staff meetings, trainings, and seminars.
• Performs all other duties as assigned.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

• While performing the duties of this position the employee is regularly required to answer a high volume of telephone calls.
• Deliver meals to clients as needed and may need to lift to 25 lbs. repeatedly during deliveries.
• Travel utilizing personal vehicle may be required.
• Extended periods of sitting at a desk may be required.
• The noise level is usually low to moderate.

MINIMUM QUALIFICATIONS OF POSITION

• Ability to work independently, exercise good judgement and participate as a member of a multidisciplinary team.
• Ability to utilize the telephone for extended periods.

PREFERRED QUALIFICATIONS OF POSITION

• Strong ability to listen attentively and respond thoughtfully to the needs and concerns of program participants.
• Experience in gerontology or social services.
• Prior experience in customer or client services, particularly in handling phone-based inquiries and support.

KNOWLEDGE AND SKILLS

• Knowledgeable about available service programs for seniors in program service areas.
• Strong computer skills in Microsoft office.
• Poise and diplomacy in contact with the agency, clients, donors, other service providers and all regulatory agencies and funding sources.

Essential Duties and Responsibilities

• Establishes trusting relations with coworkers, peers, and program participants.
• Actively works cooperatively and collaborates with members of the team to serve program participants in a comprehensive, effective, and caring way.
• Provides, updates, and maintains intake services, annual reassessments, and ongoing referral assistance.
• Answer incoming calls from clients regarding available services, program information, and assist with navigating eligibility, and enrollment processes.
• Connect clients to community resources and services, including but not limited to housing assistance, SNAP benefits, and healthcare.
• Maintains a caseload of 300-500 clients with accurate and confidential client records, documentation, and agency reports, in compliance with organizational policies and regulatory requirements.
• Responsible for coordinating services for Medicaid clients, ensuring eligibility, compliance, and access to appropriate care and resources while serving as the primary point of contact for client support and case management.
• Handle crisis situations professionally, take appropriate action and report critical incidents as required.
• Maintains and ensures confidentiality of all program participant information.
• Initiates queries on customer concerns and forwards to appropriate management.
• Assists Volunteer Specialist with daily duties as necessary.
• Occasionally fill in on client routes, if needed, to maintain service continuity and ensure client needs are met.
• Communicate effectively with team members to ensure accuracy, efficiency, and cohesion in all aspects of client support and engagement initiatives.
• Utilize your ability to research and provide meaningful resources to the Clients, such as identifying relevant community resources, educational materials, or support services.
• Attends and participates in staff meetings, trainings, and seminars.
• Performs all other duties as assigned