Scope:

Responsible for assisting managers in instructing and monitoring Direct Service Specialists' client intake procedures. Conduct final review of client files and serve as the first point of contact for escalated client issues. Provide information and coordinate referrals to meet specific needs.

Essential Functions

• Conduct a final review of client files to ensure that funding guidelines are being maintained.
• Meet with Direct Service Specialist processors.
• Serve as the first point of contact for escalated issues and for clients requiring a higher degree of expertise or discretion to resolve their specific issues.
• Provide additional explanation of funding guidelines to the Direct Service Specialist team and assist with problem solving client issues or researching clerical problems.
• Maintain a thorough understanding of funding requirements.
• Train new employees and provide technical assistance to problems.
• Interviews clients to obtain information necessary to make eligibility determinations and conducts initial intake interviews.
• Process clients for assistance and verifying documentation and paperwork
• Review and evaluate clients' circumstances and documentation to determine if they meet the program's eligibility requirements.
• Maintain accurate files by processing application, keeping case history files current and responding to client inquiries and complaints in a timely manner.
• Conduct correspondence needed to maintain cases, and maintains accurate case records.
• Respond to customer inquiries for applicable services in a professional manner; describe programs and services
• Seek and secure supportive services for clients seeking such assistance through the provision of information and referral services whether the services are directly provided by Wayne Metro or other community resources.
• Remain up-to-date in the knowledge of available services; increase the services available to agency clients; and better coordinate existing services in the interest of aiding agency clients meet social, physical, and economic needs. Continuously monitor and assess the adequacy of referral agencies in the provision of such services.
• Work closely with agency staff to share information gathered regarding services available for clients, the means through which to access those services, and contact which may be helpful in efforts to do so to ensure all agency clients are well served.
• Participate in professional organizations and network with agencies and groups most able to assist in client identification and the provision of resources to insure their greater availability and efficiency.
• Provide support to other Wayne Metro departments/programs as necessary to best serve Wayne Metro clients, including intake, case management, and the delivery of client workshops.
• Maintain accurate records which are compatible with those maintained by Wayne Metro for the purpose of deriving statistics, meeting legal requirements for program and client records, and compiling program reports as may be requested by program management.
• Maintain a positive attitude towards assigned work, clients, and staff, and a willingness to work with others.
• Perform work in a professional manner that upholds Wayne Metro's policies and procedures.
• Other duties as assigned.