Client Service Coordinator - San Mateo

 

Position Summary

Under the direction of the Director of Homecare Services - San Mateo (DHS-SM), provides in homecare coordination services to  assigned caseload of frail elderly and people with disabilities requiring homecare services to continue living independently in the community. Ensures all clients receive adequate hours to meet their needs and ensures that services delivered are of high quality and in compliance with Homebridge’s contract provisions, policies and procedures, and are within the scope of the agency’s resources and mission.

Essential Job Functions

Direct Client Services

  • Conducts Initial Assessments with all new clients in their home to assess service needs and create Client Care Plans
  • Conducts home visits to clients annually to reassess their needs, hours of service requested and Client Care Plans; documents reassessments in a timely fashion
  • Conducts home visits three times per year to clients to conduct an environmental safety inspection, solicit client feedback on satisfaction with services, and review of Homebridge Grievance and Complaint procedures
  • Works with the Scheduling Specialist (SS) to make sure Home Care Providers (HCP) are  matched appropriately to client(s) and are scheduled to maximize client hours
  • Monitors hours of service delivered, quality of service delivery, client satisfaction and changes in client’s functional status
  • Collaborates with HCP Supervisor to make sure HCP performs duties as described in the task list of the Client Care Plan
  • Introduces HCP to client at first visit; reviews Client Care Plan with client and HCP
  • Updates the database with Dated Notes, accurately and in a timely fashion
  • Coordinates Heavy Cleanings and Paramedical services for specified clients
  • Trouble shoots obstacles to providing effective home care, such as lack of cleaning supplies, client resistance, client behaviors; creates behavior contracts as needed
  • Monitors hospitalizations and hospital discharge plans, ensuring homecare is delivered post discharge as needed
  • Based on changing client needs, facilitates hours changes and status changes with IHSS and the SS; submits documentation requesting increases or decreases in authorized hours
  • Coordinates Wellness Checks as needed
  • Reports clients who are unsafe or at-risk for abuse or neglect to Adult Protective Services
  • Refers clients for resources outside the scope of Homebridge case management duties, such as to Adult Protective Services, the Mobile Crisis Unit, etc. Complies with Welfare & Institutions Code (W&I) section 15630(a) California law (mandated reporter) requiring Homebridge employees to report known or suspected abuse of dependent adults or elder, immediately by telephone or as soon as practically possible, and by written report with two (2) working days (W&I) section 15630(b)
  • On a rotational basis, performs Supervisor on Duty responsibilities to provide immediate assistance to HCP's and clients in the office or on the phone
  • Receives and follows up on client complaints, initiating investigations of allegations made by clients

Administration

  • Completes Assessments, Reassessments and Dated Notes in a timely fashion
  • Maintains client documents in database and submits original documents to County IHSS
  • Reviews all e-mails, voice mails and mail in real time

Other

  • Actively participates in supervisory , staff, and agency meetings
  • In supervisory  meetings, creates a personal development plan; follows up on activities in the plan
  • Complies with all Homebridge policies and procedures

Performance and Accountability Expectations

  • Maintains a caseload of 100+ clients                  
  • Performs a minimum of 2 successful Home Visits per day                      
  • Ensures 85% of authorized hours are scheduled
  • Ensures 100% of hours requested are scheduled
  • Ensures 90% of scheduled hours are served                                
  • Addresses 100% of client complaints within 5 business days                              
  • Investigates 100% of “Lockouts” and Early Dismissals within 5 business days       
  • Investigates 100% of unserved clients within 5 business days                
  • Completes Initial Assessments within 2 business days of new client referral    
  • Conducts Re-assessments in the month due, and writes up within 3 business days of the Home Visit    
  • Completes a Client Care Plan with the client at the Initial Visit and inputs into the database within 2 days
  • Ensures electronic files are up to date and have all required information in a timely fashion
  • Ensures hard copy case files include all forms and documentation in a timely fashion

Knowledge, Skills, and Abilities

  • Is committed to the agency’s mission to delivery of high-quality services
  • Possesses good working knowledge of Medicare, Medi-Cal, and other entitlement programs
  • Able to identify and coordinate appropriate community services for clients
  • Actively incorporates the ethical standards of the National Association of Social Workers in all aspects of interactions with others
  • Able to be compassionate and empathetic with clients, often in stressful and difficult situations
  • Able to develop practical and innovative solutions to client problems
  • Proficient in use of Microsoft Office and able to quickly master use of proprietary software
  • Able to manage time effectively, work under pressure, prioritize, problem-solve and meet deadlines
  • Fosters collaboration with all departments and maintains open communication channels
  • Is dependable and positive
  • Is skilled at communicating in writing and verbally, both clearly and directly
  • Bilingual in Spanish, Cantonese, Tagalog, or Russian may be required

Education and Experience

BSW or degree in behavioral or social sciences required. Master’s degree preferred. Direct experience in case management and/or working in a social service setting highly preferred. Experience working with populations struggling with mental illness, substance abuse and poverty is preferred. A valid driver’s license, clean driving record and access to an automobile is desired.  Bi-lingual in Spanish, Cantonese, Vietnamese or Russian desirable.

Work Environment

This position includes frequent travel to clients’ homes and also work in the office, at a desk in a temperature controlled office, in modular office space or an individual office. The noise level in the work environment is usually moderate. Frequent Travel: Must be able to travel on foot, via public transportation or personal vehicle to all parts of San Mateo County for performance of job duties. May occasionally be exposed to outside weather conditions while traveling to clients’ homes. Some exposure to physical risk. Exposure to client apartments, rooms, homes and other venues so that services can be provided. May include contact with clients with mental health and/or personal hygiene issues. 

Physical Demands

The physical demands described here are representative of those that must be met by employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to sit for extended periods of time at a desk or computer workstation. The employee is frequently require to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

How to apply

Please send a cover letter and resume to jobs@homebridgeca.org with “Client Service Coordinator” as the subject OR fax both to 650-532-1779.

Homebridge is an equal opportunity, affirmative action employer committed to maintaining a non-discriminatory, diverse work environment.