The Float Team Lead position is integral in supporting consumers in the Home Care Department who are either unassigned or in need of additional assistance that the current Case Manager is not able to provide. The tasks may include advocacy, referrals, service coordination and home visits. As a Team Lead, they will be well-versed in Homecare and other programs within the department and may be required to provide training and coaching to new Homecare staff. Good communication, collaboration and ability to adapt to different assignments will be critical skills in this role.
JOB RESPONSIBILITIES AND PERFORMANCE STANDARDS:
- Conduct Homecare assessments (including intakes, annual redeterminations) as directed by Homecare Management
- Conduct other Homecare visits, such as post-hospital visits, wellness checks and deliveries
- Complete follow-ups from home visits such as resource applications, service coordination and all required documentation
- Make referrals to appropriate programs and community resources as needed according to program-specific guidelines.
- Provide departmental on-call coverage as needed
- Participate in projects that entail outreach to clients, including but not limited to Thanksgiving Meals for unassigned clients, surveys, SNAP benefit calls
- Become knowledgeable in all programs under the Homecare Department (ie. SCO and One Care programs) in order to conduct basic telephonic and in-home tasks
- Provide staff guidance, coaching and training to new hires as dictated by their orientation program
- Be on-site 3 times per week
- Maintain confidential records and documentation in accordance with Executive Office of Elder Affairs (EOEA), Senior Care Option (SCO), OneCare, and agency standards for case management services and billing. Follow HIPAA guidelines and other state and Agency confidentiality requirements.
- Perform other duties as assigned.
PROFESSIONAL STANDARDS AND CONDUCT:
- Collaborative and Responsive: Regularly communicate, follow up, and use a team-driven approach. Respond thoughtfully and promptly to agency needs, requests, and inquiries; identify and build partnerships with key stakeholders. Demonstrates excellent organizational and time management skills to meet various deadlines, ensuring closed-loop communication. Ability to multi-task and maintain flexibility to adapt and adjust workload assignments based on various needs.
- Communication: Strong written and verbal communication skills, focusing on clear and concise communications with internal and external stakeholders, providers, and departmental staff. Comfortable with boundary setting, de-escalation, and clarifying roles and expectations to vendors, providers, and callers in a respectful and courteous manner. Comfortable with providing directives and requesting follow-ups from other Home Care department Case Managers and doing so in a respectful manner. Communicates issues impacting on-call with departmental leadership in a proactive and solutions-focused manner.
- Analytical: Strong attention to detail. Able to apply critical thinking, coordination, and problem-solving skills to effectively communicate feedback, needed action items, and follow-ups to support departmental staff, consumers, and directives from the agency, EOEA, SCO, and/or OneCare programs.
- Attendance and Punctuality: Dependable, punctual, showing flexibility when needed. Attends meetings as needed and is fully present and participates during those meetings.
- Commitment: Embodies SCES’s core values and shows great integrity, accountability, and professionalism in all interactions. Aids in furthering SCES’s mission and commitment to an inclusive environment.
- Bachelor’s Degree or equivalent home care experience.
- Aging Services Access Point (ASAP) experience required. Experience working in Home Care, SCO, and/or OneCare is strongly preferred.
- Demonstrated customer service experience and required communication, organizational, and time management skills.
- Experience with SIMS is required. Must be knowledgeable and comfortable using Microsoft 365 platforms.
- Must be able to work Monday through Friday from 9 AM-5 PM and be accessible by phone and email during normal business hours.
- Meets both CORI/SORI and public health screening requirements.
- Physical surroundings are comfortable with minimal exposure to injury or hazards.
- Must be able to travel to the SCES office and also receive and respond to calls promptly if working remotely.
- Occasional stress due to periodic or cyclical workload pressures and deadlines. Some interruptions involved.
- Frequently sits throughout the day.
- May lift, pull, and carry up to 20 lbs.
- Periodic eye strain and light ear strain.