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Employer: Sedgwick County
Division: Aging
Job Title: Call Center Specialist
Salary: $15.20 Hourly


Veterans' Preference is available for this vacancy.
To receive Veterans' Preference, you must supply a copy of your DD214 to the Human Resources department at Sedgwick County after applying.


Job Description:

Job Objectives:

Perform general informational duties in the statewide Aging and Disability Resource Center (ADRC) Call Center.  Provide assistance and information to the general public and professionals via telephone and email regarding programs and resources available to people of all ages and abilities.  Provide immediate answers and route to appropriate individuals when necessary.   Employee utilizes extensive knowledge of Medicaid programs with considerable knowledge in the areas of aging, physical disabilities (PD), and traumatic brain injury (TBI) services and programs to assist callers with their needs.  Staff will also provide information on other resources and topics including developmental disability and mental health services.  Call Center staff resolves problems efficiently and refer callers in need of more extensive information/service to the appropriate contact.

 

Essential Job Functions:

  • Answer phone calls and respond factually and efficiently to the needs of the caller.  Assist with offering resources and information to help individuals find services and supports to remain in the home or location of their choice.
  • Complete customer intakes for various Aging and Disability Resource Center (ADRC) programs including pre-nursing home assessment (CARE), Medicaid waiver programs (Frail Elderly, Physical Disabilities, Traumatic Brain Injury, and Working Healthy), Senior Care Act (SCA), and Older Americans Act (OAA).
  • Complete accurate and timely data entry on each call interaction and each intake within the electronic client record Management Information System (MIS).  Correct errors as needed and reduce duplication in system whenever possible.

 

Competencies:

Adaptability:  Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly; focusing on being part of the solution.

Communication:  Clearly conveys and receives information and ideas through the appropriate methods and media for target audiences in a manner that engages the listener, helps them understand and retain the message, and invites response and feedback. Ensures appropriate stakeholders are kept informed and that information shared is accurate and timely.  Demonstrates good written, oral, and listening skills.

Listening:  Listens attentively to others, asks clarifying questions, actively listens, is respectful and professional in dealing with others, stays open to other viewpoints, and manages distractions and interruptions.

Personal Fortitude:  The capacity of an individual to deal effectively with stressors, pressures and challenges, and perform to the best of their ability, irrespective of the circumstances in which they find themselves.  Refers to any set of positive attributes that helps a person to cope.

Reliability:  Demonstrates a high level of dependability in all aspects of the job.

 

Job Standards:

Minimum Qualifications

Educational Requirements:   Bachelor’s degree from an accredited college or university in Social Work, Gerontology, Sociology, Psychology, Public and/or Community Health Services or related degree.

Years of Experience:   Minimum of two (2) years’ of experience in data entry.  Minimum of two (2) years’ customer service experience in the field of aging, physical disabilities (PD), and/or intellectual/ developmental disabilities (ID/DD).

License, certifications, etc…   Intermediate or advanced computer skills needed in Microsoft Word, Outlook, and Excel.

Preferred Qualifications

Educational Requirements:   Master’s degree from an accredited college or university in Social Work, Gerontology, Sociology, Psychology, Public and/or Community Health Services or related degree.

Years of Experience:    One (1) year experience working in a call center.  Ideal candidate will have experience in working for an Area Agency on Aging (AAA).

License, certifications, etc…   AIRS, Information and Referral Certification.  Bilingual skills a plus.

 

Physical Requirements of Position:

  • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, walking and standing are required only occasionally.
  • The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing information; viewing a computer terminal; reading.

 

Testing:

Background checks including but not limited to KBI, Motor Vehicle Report, and Pre-employment urine drug screen

 

Equipment:

Office:  Personal computer, copier/fax/scanner, multi-line phone, and printer

 

Work Environment:

Usual working days/hours:  M - F, 8:00 a.m. to 5:00 p.m.

Location of work:  271 W 3rd St N
Occasional exposure to environmental/weather conditions when attending meetings, trainings, or other activities.

Primary Cost Center IO:  34001-205 - 50% and 340219-18 - 50%

 

*Please note this job posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice*

*This position may be filled or closed to further application without notice. Must be at least 18 years of age to work for Sedgwick County*

It is the policy of Sedgwick County not to discriminate in its programs or services provided to the general public, including employment and all other activities, on the basis of race, color, religion, national origin, citizenship, sex, age, disability, veteran status or any other similarly protected status. Sedgwick County is committed to making the application, interview, and pre-employment testing process accessible to persons with disabilities. If you wish to volunteer information regarding any special assistance you may need, please notify Crissy Magee, Sedgwick County ADA Coordinator, by phone (316) 660-7056, TDD (Kansas Relay at 711 or 800-766-3777), or email at crissy.magee@sedgwick.gov. Do not send resumes or application status request or employment questions to this email or phone number. This information is provided only for those requiring ADA assistance. Applications must be submitted on www.hrepartners.com. You will be contacted should the department feel that you are a qualified candidate. Sedgwick County will prohibit the hiring of spouses and/or immediate family members within the same department, but not within the County structure.

 

 



Vacancy Number: 20002447

Open Date: 4/10/2018 12:00:00 AM
Close Date: 5/10/2018 11:59:59 PM