The Aging and Adult Services Division of San Mateo County Health is seeking an experienced individual for the position of In-Home Supportive Services Intake Community Worker II - Aging and Adult Services, to provide a variety of community services for socially, economically or mentally disadvantaged persons, which may include group and individual instruction and counseling, outreach, case tracking and follow-up and direct client and family interaction.
 
The current vacancy is in the In-Home Supportive Services Program in Aging and Adult Services.  The position is currently located in South San Francisco, but may also work in San Mateo, CA; will travel to attend meetings and perform other duties of the position.  This position works Monday - Friday from 8:00 a.m. - 5:00 p.m.
 
The primary responsibilities will be:

• Conduct telephone screening of individuals who request In-Home Supportive Services.
• Provide outreach, education, and referrals to community resources.
• Complete case notes and perform data entry into multiple Information Technology systems.
• Conduct research in the areas of medical insurance, public benefits, social and medical services.
• Educate, support, and perform administrative duties for IHSS recipients and care providers to understand/comply with program regulations.
• Perform administrative tasks to support migration to electronic case files and online referral form. 
• Analyze reports and conduct follow-up activities as needed.
• Engage in Quality Assurance and Quality Improvement activities and follow standard work practices.
• Attend in-house and State conducted trainings.
• Participate in staff and agency meetings.
• Coordinate with other County departments/divisions and intra-agency programs to streamline the referral process.
• Participate as a member of committees and workgroups.
• Provide excellent customer service to individuals over the telephone and in-person.

The ideal candidate will possess:

• Experience conducting screening activities to gather information and determine eligibility for programs.
• Experience with the public via telephone, teleconference, video and in-person.
• Experience working with and providing services for seniors and people with disabilities.
• Knowledge of available community resources.
• Ability to work well independently and exceptional problem solving skills. 
• Demonstrated excellent customer service. 
• Ability to adapt to changing processes.
• Proficiency using Microsoft Office Suite and case management systems.
• Ability to prioritize and manage workload to meet deadlines in a fast-paced environment.
• Ability to establish effective working relationships with colleagues, clients, and others encountered on the job.
• Excellent written and verbal communication skills.
• Fluency in Spanish, Cantonese, Mandarin or Tagalog is a plus.

Duties may include, but are not limited to, the following:

• Develop rapport, establish, and maintain contact with members of the community served and interpret community needs and cultural patterns to professional staff members.
• Provide educational services to the clientele served; schedule, arrange, and assist in the facilitation of educational programs and activities to support client health/wellness, recovery, self-sufficiency, or employment goals.
• Perform outreach to provide education and information to individuals who may be at risk and unaware of services and/or prevention methods; inform clients and community members of programs and services.
• Identify needs of clients served; provide information and refer clients to appropriate social services which may include areas of employment, health services, child care, and transportation; research community resources for clients; work closely with other County staff to coordinate various functions of outreach and referrals.
• Conduct outreach activities to community organizations to provide information about the program and resources and to secure health, welfare, educational, and other social service supportive programs on behalf of clients; promote participation of groups, businesses, and individuals in program activities; and coordinate the delivery of support services to clients.
• Prepare various reports and correspondence; maintain accurate case notes; maintain caseload to meet the outcome requirements of funding sources; maintain files related to client relations, program operations, and other activities.
• Perform a wide variety of general clerical duties to support assigned operations; coordinate calendars and make appointments; arrange for necessary materials to be available for operations; screen calls, visitors, and mail; respond to complaints and requests for information; assist public at front counter and direct public to appropriate locations/staff; order and maintain office and other related supplies.
• Determine eligibility of program participants including eligibility for continuing participation; interview applicants; investigate and verify applicant and participant information for accuracy and completeness; contact applicants and participants to discuss and clarify discrepancies; make financial computations; complete required information and input into computerized records systems.
• Assist individuals or groups to identify home, family or community conditions needing improvement and to develop, recommend and implement measures to correct these conditions.
• Assist in the follow up and monitoring of cases for assigned client groups; work with client and case management team to develop and maintain individual development plans.
• Monitor action plans and periodically make contact with clients to assess progress and identify support needed to aid clients in pursuing interim goals as planned.
• Assist clients in a wide variety of daily living activities, such as completing applications, resumes and cover letters, and other forms, providing transportation, and navigating support service systems.
• Represent the division or section on internal and community committees and task forces as assigned representing the needs of needs of the community or of individual clients.
• Prepare and distribute flyers to publicize services and community activities. 
• Act as an interpreter in contacts involving non-English speaking residents.
• Attend staff and in-service meetings.
• Develop immediate solutions to emergency needs such as food, shelter, or other basic needs and expedite delivery of needed services.
• Identify home, family, or community conditions needing improvement and develop, recommend measures to correct these conditions.
• Perform special assignments and projects and other related duties as required.

Licensure/Certification:  
Position requires possession of a class C California driver license or equivalent.  Positions designated to operate mobile van clinics require possession of a class B California driver license or equivalent.

Education and Experience:  
Any combination of education and experience that would likely provide the required knowledge and skills is qualifying. A typical way of gaining the knowledge and skills is equivalent to two years experience in providing community services within the assigned program and demonstrated first-hand knowledge of the problems, needs, attitudes, and behavior patterns specific to the population served within the assigned program.

Knowledge of: 
Problems, needs, attitudes and behavior patterns of the client population and of the total community served; social and community resources; techniques for group and individual counseling; basic case management processes; identification and utilization of social and community resources; basic case management processes; perform clerical support work with accuracy, speed, and minimal supervision; techniques for effectively representing the County in contacts with the general public, other agencies, community groups, and various business, professional, educational, and regulatory organizations; techniques for providing a high level of customer service by effectively dealing with the public, clientele, and staff; basic recordkeeping principles and practices; and office practices, methods, and computer equipment and applications related to the work.

Skill/Ability to: 
Address the client population's unique needs in a culturally sensitive manner; relate and communicate effectively with the community served; learn and understand the organization and operation of the assigned department and of outside department and agencies as necessary to assume assigned responsibilities; respond to and effectively prioritize multiple phone calls and requests for service; file materials alphabetically, chronologically, and numerically; use English effectively to communicate in person, over the telephone, and in writing; establish, maintain, and foster positive and effective relationships with those contacted in the course of work; interpret and apply administrative and departmental policies and procedures; organize, maintain, and update office database and records systems; organize own work, set priorities, and meet critical time deadlines; enter and retrieve data from a computer with sufficient speed and accuracy to perform assigned work; use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines; interpret agency programs and policies to members of the community served; write clear and comprehensive reports; and stand and walk for extended periods of time and lift and carry equipment and supplies used in the course of the work.
 
Physical Demands:  
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer, and medical equipment; vision to assess emergency situations, including medical incidents and to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone.  Depending on assignment frequent standing in work areas and walking between work areas may be required.  Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, typewriter keyboard, or calculator and to operate standard office and medical equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information.  Employees must possess the ability to lift, carry, push, and pull materials and objects up to 45 pounds.

Environmental Elements:  
Employees primarily work in an office environment with moderate noise levels and controlled temperature conditions.  Employees may work outdoors and are occasionally exposed to loud noise levels and cold and/or hot temperatures. Incumbents may be exposed to blood and body fluids rendering First Aid and CPR.  Employees may interact with members of the public or with staff in a highly emotional setting while interpreting and enforcing departmental policies and procedures.

Departmental Promotional Only. Only current County of San Mateo employees in San Mateo County Health with at least six months (1040 hours) of continuous service in a classified regular, probationary, SEIU or AFSCME represented extra-help/term position prior to the final filing date may apply.

Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and/or supplemental questionnaire.

The examination process will consist of an application screening (weight: pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in the County of San Mateo, California and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org/ to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

Tentative Recruitment Timeline 
Final Filing Date:  Thursday, February 11, 2021 11:59 PM
Application Screening:  February 17, 2021
Panel Interviews:  March 2 and/or 3, 2021