Job Title: Direct Service Specialist

FLSA: Non-Exempt

Band: 1

Reporting to: Program Manager

Department:

Scope:

Responsible for program compliance in the provision of assistance to low-income persons through a system of intake and assessment; responding to incoming calls from clients to answer inquires and questions; handle complaints; troubleshoot problems; meet face to face with clients; process applications; provide information and coordinate referrals to meet specific needs.

Essential Functions:

• Interview clients to obtain information necessary to make eligibility determinations and conducts initial intake interviews.
• Process clients for assistance and verifying documentation and paperwork.
• Review and evaluate clients' circumstances and documentation to determine if they meet the program’s eligibility requirements.
• Maintain accurate files by processing application, keeping case history files current and responding to client inquiries and complaints in a timely manner.
• Conduct reviews of program files to verify compliance with agency and funder requirements and implement corrective action under the direction of your direct supervisor as needed.
• Check-in client files, process for voucher and file.
• Audit files to ensure compliance.
• Communicate with clients regarding program requirements and compliance; missed payments; and program dis-enrollments.
• Review, process and file payment vouchers according to program process.
• Provide technical assistance to peers and other staff as necessary.
• Respond to customer inquiries for applicable services in a professional manner; describe programs and services
• Remain up-to-date in the knowledge of available services; increase the services available to agency clients; and better coordinate existing services in the interest of aiding agency clients meet social, physical, and economic needs. Continuously monitor and assess the adequacy of referral agencies in the provision of such services.
• Provide support to other Wayne Metro departments/programs as necessary to best serve Wayne Metro clients, including intake, case management, and the delivery of client workshops.
• Maintain accurate records which are compatible with those maintained by Wayne Metro for the purpose of deriving statistics, meeting legal requirements for program and client records, and compiling program reports as may be requested by program management.
• Maintain a positive attitude towards assigned work, clients, and staff, and a willingness to work with others.
• Perform work in a professional manner that upholds Wayne Metro’s policies and procedures.
• Other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree, or a combination of education and experience that is similarly equivalent.
• Minimum of three years of experience in a related field
• Good analytical, problem solving and decision making skills.
• Good time management and ability to meet deadlines.
• Knowledgeable of various service agencies in Wayne County.
• Possess strong planning and organization skills with attention to detail.
• Basic understanding of customer service practices.
• Knowledge of interviewing methods to elicit client eligibility information.
• Knowledge of the problems of and services for disadvantaged people.

Minimum Competencies:

• Working knowledge of basic internet applications and programs including Google technology and Microsoft Office Word and Excel.
• Strong computer skills with the ability to navigate between various data bases.
• Ability to read, interpret, and apply program policies and procedures.
• Ability to maintain confidentiality of information.
• Ability to create and maintain case records, compile information for reports, and compose correspondence related to the work.
• Ability to use sound judgment and initiative to analyze and resolve problems.
• Ability to adapt to different demands, negotiate stressful situations, and work independently with minimum of supervision or in a team environment (as deemed necessary).
• Ability to communicate effectively both orally and in written form.
• Good interpersonal and professional skills including but not limited to professional appearance, tact, punctuality, and dependability.
• Ability to provide services for those persons facing economic, social, health, age, and educational barriers.
• Perform work in a manner that upholds Wayne Metro policies and procedures

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in a professional office environment with a usually quiet noise level. This is largely a sedentary role and the employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit, frequently use hands and to talk or hear.

Travel Requirements:

• Ability to travel to various sites.

Licensing and Other Requirements:

• Valid driver's license and reliable transportation.
• Must be COVID-19 vaccinated, or partially, with the ability to complete within 30-days of employment. Circumstances preventing vaccination, and corresponding accommodations will be reviewed and considered.

Work Hours:

Work schedule is Monday – Friday, with specific hours (and occasional Saturdays) to be determined by department needs.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Wayne Metropolitan Community Action Agency is an Equal Opportunity Employer - EOE/M/F/D/V