ADRC Professional (Bilingual)

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: February 19^th, 2025, or upon receipt of the first 50 applicant submissions.

ADRC Professional - Information and Assistance (Bilingual)

Aging and Disability Resource Center (ADRC)

Hourly Pay Range: $23.03 - $31.61

Job Summary: Under general supervision, the ADRC Professional - Information & Assistance (I&A) position is a telephone-based role, responding to approximately 600 calls per month providing information and assistance to customers. The objective is to communicate effectively with callers to assess their situation, provide accurate information on resources that can help meet their needs, complete referrals to internal and external providers, follow-up with customers to ensure the information provided was sufficient to remain safe and healthy in the community. ADRC Professionals - I&A are intended to be a county-wide source of unbiased and accurate information to help older adults and adults with disabilities receive information and assistance on resources to help them navigate the complex world of long-term care, financial assistance, and any other resources that may help them. The functions of this job are required in the ADRC contract with the State of WI.

Job Duties:

• Provide Information and Assistance (I&A) in accordance with State contract. Respond to approximately 600 phone call/email requests and meet with approximately 20 customers presenting as walk-ins monthly. Ability to communicate verbally and written in Spanish or Hmong. Per WI DHS ADRC contract, "I&A must be provided in a manner convenient to the customer including, but not limited to, in-person at the person's home or at the ADRC as an appointment or walk-in, over the telephone, virtually, via email, or through written correspondence." Assess customer situation, needs, urgency of need, and preferences. Identify resources to meet customer needs based on customer demographics, goals, and resource eligibility. Communicate complicated information in a manner understood by customers who often have cognitive or physical disabilities. Complete follow-up contacts to ensure customers' needs were met. Work from community sites as needed, such as senior centers, housing sites, and high schools.
• Complete referrals and collaborate based on customer needs. Utilize motivational interviewing to identify long-term and short-term care needs. Complete thorough and accurate internal and external referrals on customer's behalf to support No Wrong Door customer service. Communicate and collaborate with internal and external professionals to facilitate comprehensive service coordination as well as I&A.
• Research customer and resource information. Be knowledgeable of and make use of the following systems to facilitate customer service: Forward Health, FSIA, CARES, online resource databases, MIDAS. These systems confirm eligibility for public benefits and contain extensive information on thousands of resources and customers in Milwaukee County.
• Document all interactions and time. Accurately and thoroughly document each interaction with customers in the case management system with case notes and encounter reports. Maintain confidentiality. Update customer records as needed with current demographics. Maintain state-required, 100%-time report for every 15 minutes of paid time, noting specific activity for financial reimbursement for the ADRC.
• Maintain comprehensive knowledge of resources and eligibility. Research information on public/private providers and programs to provide accurate and current information to customers on resource eligibility, cost, service descriptions, and method to apply/receive services. Maintain current knowledge on various types of Medicaid eligibility including Community Waivers, Institutional, and Medicare Savings Programs.
• Participate on teams or committees for department accountability and improvement. Based on departmental and customer need, participate on internal and external work groups, process improvement projects, county initiatives, and outreach events/activities. Contribute to Best Practice discussions regarding processes, case consultation, and services.
• Complete steps of state-mandated Options Counseling. As the first-person customers speak to when contacting the ADRC, provide a warm welcome, explain confidentiality, assess need for Options Counseling, explain Options counseling, and identify willingness to participate. Determine what, if any, communication support or assistive devices are needed to proceed with Options Counseling. Clearly case note all content discussed to meet standards of the State of WI.
• Racial equity: Support the Milwaukee County vision that by achieving racial equity, Milwaukee County will become the healthiest county in Wisconsin.
• Perform all other duties as assigned.

Minimum Qualifications:

• Must be a current resident of the state of Wisconsin.
• Must be bilingual in Spanish or Hmong.
• Bachelor's Degree or higher in Social Work, Human Services, or a closely related field from an accredited college or university is required.
• At least one (1) year of experience working in a role providing information & assistance and/or working with adults with disabilities or older adults is required.
• Intermediate knowledge of Microsoft Office Suite (Teams, Word, Excel) is required.
• Intermediate knowledge of CARES, ForwardHealth, FSIA, case management system, Avaya is preferred.

• Knowledge of publicly funded long-term care programs preferred.

• Must achieve Alliance of Information and Referral Systems (AIRS) certification after a year of employment.

Knowledge, Skills, and Abilities: Knowledge of federal, state, and local laws and programs relating to social services of the target populations, community resources and services available to target populations. Skills needed for success in this role include customer focus, excellent verbal communication skills, patience, ability to write succinctly, professionalism, critical thinking, and being accountable. ADRC Professionals must have the ability to work collaboratively with other units and organizations within and throughout the county. Proficient in data collection, analysis and in the use of general office equipment.

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

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.

• Milwaukee, WI, USA