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Call Center Resource Specialist

Cranston, RI

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Position Summary: The Call Center Specialist will providecomprehensivephone and in-person supports to families, individuals, and school systems navigating health, education, and special education systems as relates to the Individuals with Disabilities Education Act (IDEA) and state/federal insurance regulations. The Call Center Specialist will ensure families and individuals are supported in a responsive and timely manner with a primary focus of providing consumers and their families with information, resources, guidance, and assistance using a peer-to-peer support model. Essential Functions: Provide daily telephone support to families, community members, and consumers regarding health and/or education/special education matters, offering information, resources, support, and problem-solving to assist families in working together with private and public entities. Provide wraparound case management and advocacy to consumers with complex needs. Assist consumers in understanding and accessing informal and formal dispute resolution options and procedural safeguards in health and education.Document any grievances; assist in the coordination and submission of grievances as required by funding sources and/or other public and private agencies.Refer consumers to other services or public or private agencies for additional supports as needed. Collaborate with RIPIN staff to continuously develop, assess, and implement outreach plan for call center programs to insure seamless service delivery and to avoid duplication of services. Continuously develop, assess, and implement program awareness campaign to generate consumer utilization of call center resources. Accepts other duties as assigned. Knowledge, Skills and Abilities: Advanced knowledge with the Individuals with Disabilities Education Act (IDEA) required Advanced knowledge of health and/or education/special education systems in RI and other human service systems supporting families of children with disabilities and/or special healthcare needs, specifically in the area of special education services and/or public and commercial health insurance programs High level of interpersonal skills and excellent communication skills to interact on a professional level with our diverse stakeholders, including parents and professionals Ability to convey complex information in a clear and understandable manner Fluency (speaking, reading, and writing) in English and Spanish desired Education and Experience: High school diploma/GED required; Associates Degree or Bacheloru2019s Degree in Human Services, Education, or related field strongly preferred Personal experience navigating social, healthcare, and/or education systems and services for self or family member highly desired Experience working with and outreaching to diverse populations Experience organizing and/or delivering outreach/public awareness campaigns, workshops, and community information sessions Physical Demands: Regularly required to talk or hear Regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms Regularly required to climb stairs, reach, stretch, stand and bend Required to have the ability to lift and/or moves up to 25 pounds Required to remain at their station for prolonged periods of time The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working Conditions/ Work Environment: Primary work location is a climate-controlled indoor office environment; however, may also be required to conduct visits in private homes, climbing up to three flights of stairs, and community locations Flexibility for travel related to job requirements Willingness and ability to work evenings and weekends as needed Provide own reliable transportation with proof of valid driveru2019s license and RI requirements of auto insurance The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. RIPIN provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

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