Department/Unit: Services Department/Routine Program Unit

Position Scope:

Under general direction from the Respite Services Supervisor or their designee, will coordinate client and care provider schedules to ensure efficient and effective operation of the department.  

Essential Duties:

1. Ensure all clients are assigned an RCP as requested, assess family needs and desires, set up interviews, and follow-up.
2. Analyze client needs and match with the most qualified, available RCPs. 
3. Follow up with client/respite workers on unreported respite hours and report accordingly.
4. Promptly communicate incidents to HR Generalist and Services Supervisor per Special Incident Reporting (SIR) protocols.
5. Verify all client authorizations for new clients.
6. Update the open shift Excel document on Teams by using Well Sky Custom Report(s).
7. Record and manage interview shift calendar and cancelations.
8. Ensure that all written and verbal messages are responded to per requirements.
9. Arrange interviews between families and RCPs and notify family regarding the outcome. 
10. Ensure that all written and verbal messages are responded to.
11. Review and reach out to newly hired RCPs to fill open shifts and oversee all RCP requests for open shifts.
12. Address staff coverage shift requests through appropriate use of RCPs.
13. Notify the designated HR staff of any changes in RCP availability to ensure finalization of adjustments.
14. Promptly communicate incidents to HR staff and adhere to proper reporting protocols.
15. Communicate staffing requirements with the HR Generalist Supervisor.
16. Notify the designated HR Generalist of any changes in RCP availability to ensure finalization of adjustments.
17. Ensuring payroll/billing/accounting related information is entered and maintained accurately.
18. Prioritize cases experiencing extended wait times.
19. Address challenges faced by RCPs and coordinate re-training.
20. Notify Intake Coordinator of staffing challenges for further case management and evaluation.
21. Report significant changes and provide a breakdown of open shift statistics to management team.
22. Assist RCP with the Care Plan and Maps on Well Sky Personal Care mobile app.
23. Continuously strive to provide excellent customer service, interpersonal communication and serve as a source of accurate information.

Secondary Duties:

1. Assists in other administrative areas of the organization as assigned.
2. May assist/participate in organizing booths at vendor fairs for respite services or other related company events.
3. Participate in meetings, trainings, and professional development activities.

Education, Experience and Skills Required:

1. High School graduate or equivalent (GED) plus 3-5 years of scheduling experience.
2. Ability to read, write and communicate effectively in English and Spanish (Bilingual Required).
3. Ability to type 30 wpm.
4. Ability to analyze, assess, and assign RCPs to the right family based on the best match per skill set and family need. 
5. Excellent organizational skills and attention to detail.
6. Utilize designated respite systems & any other related accounting/payroll/billing system.
7. Practical application of MS Excel, MS Outlook, MS PowerPoint, and MS Word for Windows required.
8. Ability to use standard office machines such as a personal computer, calculator, copier, fax machine, telephone, etc.
9. Valid California Driver's License.

Physical Requirements: Visual/hearing ability sufficient to comprehend written/verbal and telephone communication. Ability to sit for long periods, standing, computer entry, walking, repeated bending, lifting, and carrying up to 20 lbs, reaching. Ability to travel within and outside the county as needed.

Environmental Requirements: Must be able to work indoors in a predominately sedentary position.  Wide range of physical motion required to include bending, twisting, standing, walking, carrying boxes and supplies, sitting for long periods of time, answering the telephone, using hands to type and enter data and perform a wide range of office and clerical duties.  Also, must be able to greet staff members, participants, and community members in a pleasant and professional manner on a consistent basis.  Must consistently maintain composure and meet office challenges with maturity, objectively and always strive to deliver the utmost in customer service.

Scheduling and Availability:  Working hours generally are from 8:00 am to 5:00 pm, Monday through Friday with an hour lunch.  Employees must be willing to work overtime when requested and willing to assist other departments during staffing shortages as needed.  Position is 40 hours per week.

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