An Options Counselor accurately assesses the social, emotional, and environmental needs of eligible consumers (primarily the elderly and disabled), develops person-centered action plans to meet critical consumer needs, implements action plans by linking consumers with needed services, and provides ongoing monitoring and re-assessment of consumers as required by the agency, state and/or federal program rules and regulations.
A successful Options Counselor will have effective communication skills (written and verbal), superb listening skills, be an innovative problem-solver, and be fluent in health and social service programs from a local, state, and federal level; including but not limited to rural transportation programs, the options counseling process, care management programs, community programs, all state, and federal programs, respectively. They will focus on excellent customer service, clear and prompt communication, and approach each interaction with empathy and a servant leader’s heart.
II. Duties and Responsibilities: (The following statements describe the principal functions and responsibilities but should not be considered an all-inclusive listing of work requirements.)
- Within established timeframes and using agency and/or State-approved processes and tools (i.e. forms, software applications, etc.); plans and conducts phone and face-to-face assessments with consumers, family members, and caregivers
- Work with consumers, family members, caregivers, and service providers to help implement agreed-upon action plans.
- Periodically follow-up with consumers to a) ensure critical needs are being met, b) gather and act on individual feedback about the quality and delivery of services being provided, and c) update or adjust the action plan.
- If the consumer is to be enrolled in the Medicaid Program, assist the consumer with the enrollment and intake process, and then transition the consumer to a Case Manager.
- Documents, in a chronological narrative, each contact with the client and each contact with providers within two business days of activity.
- Maintains and submits required timesheets, reimbursements requests, etc., by established agency policies and procedures.
- Maintains and safeguards agency equipment, supplies, etc.
- Complies with the agency, State, and Federal policies and procedures concerning the protection of client records and Protected Health Information (PHI).
- Assists other counselors, case managers, and division staff in resolving questions resulting from assessments/re-assessments and in other situations involving complex cases.
- Fulfills agency and/or State prescribed continuing education requirements.
- Participates as a team member in team-building activities and training, team planning meetings, and regularly scheduled team meetings.
- Attends required meetings, hearings, etc., and meets regularly with supervisor to exchange pertinent information and to receive supervision and guidance.
- Maintain a safe, emotional, and physically healthy work environment. Strive to serve not only the communities and residents within our region but strive to create a persona of servant leadership for all employees to empower them to continue to learn, grow, and develop both personally and professionally.
- Perform related work or other duties as assigned.
- A registered nurse with one year’s experience in human services; a bachelor’s degree in any field; or a master’s degree in Social Work, Psychology, Counseling, Gerontology, Nursing, or Health & Human Services may substitute for the required minimum of two years full-time direct services experience.
- Must attend and successfully complete the FSSA/DA Case Management Orientation Course within 90 days of employment and attain/maintain certification as a Care Manager. (NOTE – FSSA will only accept the areas of study listed above for certification as a Care Manager – no exceptions.)
- Must have reliable personal transportation to travel between home, office, client residences, and outside meetings regularly.
- Must maintain the minimum liability coverage required under Indiana law on any vehicle used to carry out the duties and responsibilities outlined in this job description; proof of coverage must be provided to the employer.
- Must receive an annual TB test at the employer’s expense.
V. Knowledge and skills:
- Knowledge and understanding of social service and healthcare programs;
- The ability and skill to conduct a thorough interview;
- The ability to keep accurate records and documentation;
- The ability to present ideas effectively, in both oral and written form; the ability to conduct detailed analytical evaluations and studies, and prepare related reports and recommendations that others can understand;
- The ability to negotiate and resolve the conflict between dissenting parties;
- The ability to interpret complex regulatory language in a manner which effectively communicates decisions, rules, policies, and procedures, verbally and in writing, to a variety of individuals;
- Ability to work somewhat autonomously and with minimum supervision and meet or exceed job functions and expectations;
- Ability to work in a wide variety of settings with elderly and disabled clients, and culturally diverse individuals;
- Proficient and effective in speaking techniques;
- Understand and demonstrate the principles and practices of effective customer service to disseminate information in a friendly and professional manner;
- Understand and demonstrate proper grammar, punctuation, and spelling; techniques for effective interpersonal communications;
- Knowledge of modern office procedures, methods, and computer equipment including Windows and
- Microsoft-based products. Must be fluent in Microsoft Office/Teams.
- Ability to interpret customer needs and solve complex customer service issues, assess and prioritize multiple tasks, projects and demands;
- Effectively make presentations to a varied audience; communicate effectively, both verbally and in writing;
- Deal effectively and courteously with individuals at all levels of the organization to present an overall professional image;
- Model and promote acceptance and respect for differences among employees and citizens; perform effectively as a member of the team in carrying out the organization’s stated mission and philosophy;
- Perform the essential functions of the job without posing a direct threat to the health and safety of others;
- Perform in a fast-paced and stressful environment, while maintaining a professional manner; and establish and maintain cooperative and effective relationships with those contacted during the course of work.
VI. Special Requirements:
- Must possess and maintain a valid driver’s license and clean driving record. Ability to operate a motor vehicle responsibly and safely.
- Must be legally eligible to work in the United States.
- Incumbent performs a majority of duties in an office environment, nursing facility, or client home. Duties typically involve sitting, operating a computer for long periods, walking at will, close and far vision, depth perception, hearing communication, handling/grasping/fingering objects, and occasionally lifting/carrying objects weighing less than 25 pounds. Incumbent drives to and from work sites throughout the service area using a personal vehicle (employer reimburses incumbent at the Agency’s established mileage rate). Incumbent may be required to work extended and/or evening hours, occasionally travels out of town for training/conferences (sometimes overnight), and may be exposed to unsanitary conditions in some home settings.
- Demonstrate regular and reliable attendance in the office; have reliable internet at home when working remotely.
- Maintain strict confidentiality on organizational operations, client information, and projects.
- Fluent in Spanish or another language is a plus but not required.
- Be an advocate for the organization always. Maintain and enhance the organization’s commitment to customer service, integrity, collaboration quality, transparency, sustainability, and innovation throughout the region, state, and nationally.”
Job Type: Full-time
Pay: $35,000.00 – $49,000.00 per year
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
- Day shift
- Monday to Friday
During COVID 19, we are taking precautions based on federal and state guidance which may include limited visits to clients, PPE, and increased office cleaning/sanitation.