Wise & Healthy Aging is committed to serving older adults at all stages of their lives, from pre-retirement through elder years, caregivers and their families, senior services organizations, and others who share our passion and commitment to making a difference in the lives of older adults. Wise & Healthy Aging has received numerous designations of excellence from Guide Star, GREATNONPROFITS, and is nationally certified as a Great Place to Work.
We offer competitive salaries and comprehensive benefits. For staff who regularly work 30 or more hours per week, benefits include 80% company-paid medical, 100% company-paid dental, 401(k) plan with competitive employer match, Flexible Spending Account (FSA), optional life and vision insurance, 14 paid holidays plus paid time off (PTO)
The Intake Center Supervisor will supervise the day-to-day operations of the Long-Term Care Ombudsman Program Central Intake Department by providing oversight of the intake team, which is tasked with triaging incoming calls/inquiries from a variety of sources directed to the LTC Ombudsman program and its regional offices. The supervisor ensures quality control by maintaining intake tracking, reporting, and documentation, and trains and supervises the intake team. The Supervisor will ensure that data is accurately inputted and handle the reporting for program performance management and reports to funders.
PRIMARY RESPONSIBILITIES:
- Ensure that the Intake Team (e.g., Coordinators/Specialists) reviews changes and errors in source documents as appropriate.
- Supervise the process of intakes and review and recommend improvements as needed.
- Generate reports for Ombudsman funding sources as required, meeting all prescribed deadlines.
- Ensure that data is accurately inputted and handle the reporting for program performance management and reports to funders.
- Collaborate with regional managers and colleagues to improve best practices and the intake process.
- Provide back-up to Coordinators when needed.
- Assists in the performance review process, recruitment, and training of all direct reports.
- Utilize knowledge of the Ombudsman's role to ensure the best intake services.
- Apply knowledge of services and resources available to Older Adults and answer questions that may arise through calls.
ESSENTIAL JOB FUNCTIONS:
- Ability to directly supervise staff, including training, performance coaching, morale building, development, and disciplinary actions as needed.
- Ability to oversee the Intake process and make changes/improvements as needed.
- Ability to analyze and synthesize data to make sound recommendations.
- Able to sit at a desk and use a computer keyboard at the office.
- Ability to lift up to 25 pounds
- Ability to interact with the public and maintain a professional composure
POSITION QUALIFICATIONS:
Education: A High school diploma is required. A bachelor’s degree in human services, social services, or a related field is preferred.
Experience:
- A minimum of five (5) years of work experience in a fast-paced environment with prior experience supervising staff and volunteers.
- A minimum of two years’ work experience in social services, community outreach, and customer service, preferably with senior programs, including senior and multipurpose centers.
- A minimum of two years of experience in database management and data collection
- Strong writing and communication skills, including the ability to build relationships
- Ability to independently plan, streamline processes, and carry out assignments
Other:
- Self-starter with a professional demeanor, with a positive attitude, flexible, adaptable, and with exemplary customer service skills
- Strong proficiency with Microsoft Office software programs (Word, Excel, PowerPoint, and Outlook)
- Excellent written and verbal communication skills with the ability to prioritize workload
- Detail-oriented with the ability to handle multiple tasks and answer busy phones efficiently and pleasantly
- Excellent judgment while working with callers
- Successful clearance of a criminal background check
- Valid driver’s license and proof of auto insurance
- Complete Health Screening (includes proof of TB clearance).
This position is at the corporate office of WISE & Healthy Aging in Santa Monica, California, but may also work from other Regional offices as needed.
