Incumbent is responsible for coordinating the Commission’s Advocacy and Benefits work and providing management support to the Constituent Services unit.   Responsibilities may include handling complex cases, assigning work, creating and delivering presentations, training staff, as well as assisting in the coordination of the day to day operations of the unit.

• Acts as subject matter expert and leads the coordination of the unit’s benefits,  information, referral and advocacy work.  Serve as system navigator and lead on cultural and community resources available to older adults.
• Coordinates all logistics related to staff development, advocacy around complex cases, information, referral and follow-up. Plays a lead role in strengthening relationships with community partners and key stakeholders. 
• Works with the Director and Assistant Director to establish a system for ongoing training to ensure unit staff always have the most up to date information on housing resources for older adults. 
• Researches, reviews, and recommends improvements in Benefits, Information, Referral and Advocacy management including improved system for access, delivery and oversight.
• Establish a system for evaluation needs and provide resources including but not limited to: financial stability, legal issues, mental health issues, health care, etc.
• Assist staff in navigating complex benefits and healthcare systems.  Acts as client advocate in issues related to insurance coverage, financial assistance, and benefit access.  
• As a Certified SHINE Counselor, provide guidance to staff and full scope assistance related to Medicare Part A, Part B, and Part D, Medigap insurance, Medicare HMOs, retiree insurance plans, prescription drug programs, Medicaid, and other programs for people with limited resources.
• As a SNAP outreach partner, provide full scope support to staff related to program expectations and completing SNAP applications and recertifications.
• As mandated reporters, collaborate with Protective Services on cases related to abuse, self neglect, financial exploitation, etc.
• Responds to emergency crisis situations related to health and safety as needed.
• Assists in managing applications, data collection and input; compiles and analyzes reports. 
• Assists the Director and Assistant Director in the management, coordination and evaluation of unit staff to improve program operations. Effectively communicates information about Age Strong Commission programs and services through community outreach, engagement, and presentations.
• Prepares, maintains, updates, and compiles a variety of operational and statistical data, records, reports, and files.  Meets deadlines and reporting expectations.
• As needed, refer older adults for mental health evaluations.
• Provides unit coverage to include: answering phones, assisting walk-ins, etc.
• Provides timely follow-up to effectuate service into resolution.
• Conducts all interactions in a positive and professional manner.
• Performs related work as required.

• Minimum of three (3) years of full-time, or equivalent part-time, experience in the support of human service programs, including social work, case management, or customer service, one (1) year of which  must have been in a supervisory capacity.
• A bachelor’s degree in social work or a related field is highly preferred.  
• Associate’s degree may count for up to one (1) year of required experience, and a bachelor’s degree may count for up to two (2) years of required experience. 
• Crisis intervention experience preferred.
• Certification, training, or formal education in counseling and/or case management, substance abuse and mental health preferred.
• Alliance of Information and Referral Services (AIRS) Certificate preferred. 
• Serving the Health and Information Needs of Everyone (SHINE) certification highly preferred.  Must be able to obtain and/or maintain certification within one (1) year of employment.
• Experience and comfortability delivering services to a multiracial, multicultural and multilingual population experiencing complex challenges including addiction and untreated or under-treated mental health concerns.
• Understanding of and commitment to Motivational Interviewing, harm reduction, cultural competency and trauma informed care.
• Ability to build and maintain relationships with government agencies, social service agencies, community organizations, and older adults highly preferred.
• Ability to set and maintain personal and professional boundaries and confidentiality.
• Strong communication and interpersonal skills.
• Strong presentation, advocacy and facilitation skills.
• Strong written and oral communication skills.
• Ability to convey information effectively and promote programs.
• Strong interpersonal skills both in person and by phone.
• Ability to accomplish projects and meet deadlines.
• Strong customer service ethic and high expectations for quality.
• Self-starter with strong time management ability.
• Ability to prepare clear, concise and comprehensive reports.
• Ability to give team feedback.
• Strong problem solving ability.
• Demonstrates proper use of databases and other tools to ensure older adults are provided with all available services. 
• Ability to exercise good judgment and focus on detail as required by the job.
• Compliance to documented policies and procedures. 
• Experience in typical office software systems (Microsoft Office, Google Suite or equivalent) preferred.
• Bilingual (Spanish, Haitian Creole, CapeVerdean Creole, Vietnamese, Cantonese, or Mandarin) highly preferred .
• Experience in typical office software systems (Microsoft Office, Google Suite or equivalent) preferred.
• MA Driver’s License preferred.
• Travel throughout Boston is required in support of the position’s responsibilities.
• Flexible schedule as some nights and weekends are required.

Subject to CORI check

Boston Residency Required

Terms:

Union/Salary Plan/Salary Grade:

SENA/MM1-5

Hours per week: 35