Community Name:
Ravines Edge
The Engage Support Specialist is responsible for executing tasks and duties as directed by the Director of UCH Engage. This role ensures efficient management and administration in line with prescribed polices and procedures, benefiting United Church Homes (UCH).
Essential Functions Statement(s)
- Support Services Program: Develops and distributes the educational programming calendar for HUD Communities, sets up and leads educational presentations, ensures programs go live and tracks resident attendance monthly.
- NaviGuide Training Academy: Schedules & coordinates training courses, ensures NaviGuides complete required training, communicates upcoming trainings, and coordinates in-person Academy events.
- Onboarding and Training: Supports onboarding and training of new NaviGuides, assists with enrollments into Senior Connect, AASC Online, PCC for GUIDE training and MY Community Directory.
- NaviGuide Hotline Management: Manages day-to-day calls on the NaviGuide hotline, answers and directs calls to the appropriate NaviGuide, maintains the phone log during normal business hours.
- Service Coordination Knowledge: Maintains a working knowledge of service coordination and community-based senior services.
- Marketing & Sales Collaboration: Collaborates with NaviGuide Marketing and Sales teams to ensure necessary collateral is created and available.
- NaviGuide Duties: Performs duties as NaviGuide when needed.
- Budget & Program Support: Assists with support service budgets and program implementations.
- Resident Satisfaction Survey: Assists with Engage Resident Satisfaction Surveys.
- Communication Maintenance: Keeps communication open between Housing, UCH Engage, NaviGuide and support staff.
- Customer Service: Receives informational phone calls for NaviGuide, provides professional customer service and maintains the Call Rail system.
- Packet Compilation: Compiles NaviGuide packets for Service Coordinators.
- Equipment Management: Manages all NaviGuide equipment, including the car fleet.
- Customer Satisfaction Surveys: Supports the 30-day customer satisfaction survey process in collaboration with the Director of Quality & Community Services.
- Quality Assurance Support: Assists with Quality Assurance 6-month review reports and other QA needs in support of the Director, UCH Engage.
- List Maintenance: Maintains up to date NaviGuide lists, including weekly census.
- Meeting Attendance: Attends NaviGuide, Engage and Housing staff meetings as required.
- Support Provision: Provides needed support to CareSource, Riverwoods, and other NaviGuide- related entities.
- Exemplary Customer Service: Provides exemplary customer service to NaviGuide clientele.
- Administrative Support: Provides administrative support to the Director of UCH Engage and Sr. EVP, CGO.
- Other Duties: Performs all other duties as assigned or directed.
SKILLS & ABILITIES
Education:
- High School Graduate or General Education Degree (GED): Required
- Bachelor's degree in social work: Preferred
Experience:
- Minimum one year of relevant experience.
Computer Skills:
- Proficiency with computers and related software (e.g., Windows, Microsoft Office).
- Familiarity with general office equipment.
Certifications &Licenses:
- Must obtain and maintain mandatory, state, federal requirements and certifications for the practice or occupation.
- Must possess a valid driver's license, be able to provide proof of insurance and have the ability to operate a motor vehicle safely, including company vehicles.
Other Requirements:
- Proficiency in grammar, business writing and standard office practices.
- Ability to work with numbers and understand basic accounting procedures.
- Capability to follow both written and oral instructions.
- Strong organizational skills with attention to detail.
- Ability to meet strict deadlines.
- Customer-focused and team player.
- Ability to multitask and manage multiple projects simultaneously.
- High degree of confidentiality regarding resident and staff relations, research/ project development and other sensitive information.
- Strong communication and interpersonal skills with both internal and external customers.
- Adherence to all terms and conditions outlined in the United Church Homes Employee Handbook.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.