ADRC Supervisor - Information & Assistance

Milwaukee County oversees operations from our Airport, Behavioral Health, Child Support Enforcement, Combined Court Operations, Sheriffs Department, Community Reintegration Center, Human Services, Parks, Public Safety, Public Works, Fleet Operations, Transportation, and at the Zoo. Our departments are also dedicated to our Seniors in the Department on Aging, those with Disabilities, and Veterans Affairs. Our employees also remain committed to serve the cultural, human, recreational and social needs of the entire community.

Milwaukee County offers a wide variety of interesting jobs for people who want to make a difference in our community. Milwaukee County provides a competitive benefit package and is an Equal Opportunity Employer.  If disability related accommodations are needed, please contact 414-278-3936.
 

We are searching for Changemakers to come and join our team and discover our diverse and versatile community of independent spirits and unique talents, we are redefining the way you think about Milwaukee County!

Closing Date: December 29th, 2023 or upon receipt of 50 applicant submissions 

ADRC Supervisor - Information & Assistance

Job Summary: Under the direction of the ADRC Director, the ADRC Supervisor manages all aspects of the Aging and Disability Resource Center (ADRC) - Information and Assistance call center. This position ensures that staff has capacity to effectively respond to approximately 5,000 call per month from customers. Tasks include collaborating with community partners, supervising, evaluating professional staff, compiling/analyzing statistics to improve team performance, and overseeing resource database maintenance. Information and Assistance services are statutorily required of ADRC's.   

Job Duties:

• Supervise Staff. Hire, train, and monitor ongoing performance of ADRC Professionals - Information and Assistance (I&A). Develop and conduct training guidelines and best practices procedures. Conduct Alliance of Information and Referral Systems (AIRS) standards training and ensure staff completes required certification after one year of employment. Provide feedback regarding performance and quality while promoting employee growth and learning. Conduct progressive discipline when needed in partnership with the manager and Human Resources as well as, complete quality improvement audits and meaningful, timely performance evaluations. Assign referrals to staff and schedule walk-in coverage. Ensure compliance with County and Division work rules (i.e., attendance, ethics, communications) and with state contractual requirements of 100%-time reporting, case management, confidentiality, and service provisions.
• Case Consult, Problem-solve. Address and resolve customer complaints regarding I&A customer service. Respond to questions from elected officials, WI DHS staff, and partner agencies related to resources and urgent/complex resident needs. Respond to requests for information on ADRC social media sites. Field incoming emails from general ADRC email address including referrals from community partners and customer inquiries.  
• Quality Assurance. Evaluate call center statistics to analyze trends and staff productivity. Report statistics to manager and stakeholders. Coordinate with staff and partner agencies regarding the referral and transitions of cases for I&A, Options Counseling, and enrollment/disenrollment counseling for publicly funded long-term care. Track progress of cases and document activity.  
• Coordinate Process and Contract Compliance. Ensure the I&A process follows state-mandated Information & Assistance services, resource database maintenance, and AIRS standards. Be familiar with ADRC Scope of Services in relation to ADRC functions to collaborate and design processes that complement others to provide the best customer experience.
• Participate in Community Activities. Maintain a public presence in the community by participating in select committees, workgroups, taskforces, and advisory panels focused on the needs of older adults and adults with disabilities. Maintain contact with liaisons from State and publicly funded Long-Term Care programs in relation to enrollment/disenrollment referral process. Actively collaborate with ADRC coordinators, supervisors, and staff to provide seamless services to the residents of Milwaukee County. Participate in QI project including other department initiatives.
• Perform other duties as assigned.

Minimum Qualifications:

• Current resident of the State of Wisconsin.
• Valid Wisconsin Driver's License able to be maintained throughout employment.
• Candidate with the following combination of experience will be considered:
  • High school Diploma/GED equivalent with at least ten (10 years) of experience working with target populations in a Human Services role.
  • Associate degree from an accredited college/university with at least seven (7) years of experience working with target populations in a Human Services role.
  • Bachelor's degree from an accredited college/university or higher with at least one (1) year of experience working with target populations in a Human Services role.
• Intermediate experience with all related computer and software applications such as Microsoft Teams, Word, and Excel is required.
• Must obtain AIRS certification after one (1) year of employment but prior to the second year of employment and maintain throughout incumbency.
• Routine shifts hours. Infrequent overtime, weekend, or shift rotation.

Preferred Qualifications:

• Intermediate experience with case management, CARES, and ForwardHealth systems
• Intermediate experience with Avaya
• Experience working in an ADRC (Aging and Disability Resource Center) role
• At least one (1) year of supervisory experience in a Human Services or Call Center.

Knowledge, Skills, and Abilities:  Skills needed for success in this role include customer focus, excellent verbal communication skills, patience, ability to write succinctly, professionalism, critical thinking, strong organizational skills, and time management skills. The ability to work collaboratively with other units and organizations within and throughout the county. Proficient in data collection and analysis.

NOTE:  This ORIGINAL APPLICATION is open to qualified residents of the State of Wisconsin at the time of application. Candidates need to submit a full account of their training and experience (i.e., by submitting an up-to-date resume or by fully completing the application) during the application process and may also be asked to take additional written or performance tests as part of the selection process.

APPLICANTS MUST POSSESS MINIMUM QUALIFICATIONS AT TIME OF FILING APPLICATION

PG31M 

Milwaukee County is committed to fostering an equitable working environment, free from discrimination and harassment, on the basis of any characteristic protected by law. We prohibit any form of discrimination, harassment based on race, color, religion, sex, gender, gender identity or expression, sexual orientation, pregnancy, pregnancy related condition, national origin, age, disability, FMLA status, sexual orientation, military status, marital status, or any other category or status that is now or in the future protected by federal, state, and local law. We maintain a drug-free workplace and perform pre-employment substance abuse testing, background checks and pre-employment physicals subject to job requirements. If special accommodations are needed, please contact 414-278-3936.