USAging Overview

USAging is the national association representing and supporting the network of Area Agencies on Aging and advocating for the Title VI Native American Aging Programs. Our members help older adults and people with disabilities throughout the United States live with optimal health, well-being, independence and dignity in their homes and communities.

As the local leaders on aging well at home our members develop, coordinate and deliver a wide range of home and community-based services, including information and referral/assistance, case management, home-delivered and congregate meals, in-home services, caregiver supports, transportation, evidence-based health and wellness programs, long-term care ombudsman programs and more.

USAging is dedicated to supporting the success of our members in supporting the nation’s growing population of older adults, people with disabilities and caregivers through advancing public policy, sparking innovation, strengthening the capacity of our members, raising their visibility and working to drive excellence in the fields of aging and home and community-based services.

 Position Overview

USAging administers a national contact center, The Eldercare Locator, which connects older adults, people with disabilities and their caregivers with information on services, programs and resources in their community.

Funded by the Administration for Community Living and administered by USAging, the Eldercare Locator helps connect people to resources nationwide. The services are operated through a contact center, staffed by trained information specialists and supported by a team of experienced human services professionals.

USAging has partnered with the National Council on Aging (NCOA) on a federal grant also funded by the Administration for Community Living, which expands the National Center for Benefits Outreach and Enrollment (NCBOE) to continue to bolster the economic security and health of low-income older adults and people with disabilities by enhancing their access to vital federal and state benefits.

The Program Manager, Benefits Assistance, is responsible for developing, launching and overseeing benefits assistance; training and outreach activities associated with the NCBOE project. The Program Manager will also collaborate with the Eldercare Locator leadership team on managing daily operations of the contact center ensuring appropriate coaching, procedure adherence, quality assurance, training, documentation practices.

The above responsibilities require skilled leadership and ongoing collaboration with the Director of the Eldercare Locator, the HR Director, the Program Manager, IT and Analytics and Program Coordinators on a variety of planning and leadership tasks.

JOB TITLE: Program Manager, Benefits Assistance

REPORTS TO: Director, Eldercare Locator

DUTIES AND RESPONSIBILITIES

Benefits Assistance

• Develop, launch and oversee benefits assistance activities.
• Train and supervise Benefits Assistance Specialists who will assist callers with completing online benefits access tools and provide general I&R support.
• Monitor documentation and reporting on the Benefits Assistance program.
• Support engagement of AAAs not already serving as Benefits Enrollment Centers (BECs), actively encouraging AAAs to become BECs and facilitating opportunities for NCOA to provide education and information to AAAs on low-income Medicare benefit programs and services.
• Provide training and technical assistance opportunities in partnership with NCOA to USAging members on benefits outreach and enrollment assistance.

Information and Referral

• Contribute to the management of daily operations of the contact center in collaboration with the Eldercare Locator Director, Program Manager, IT and Analytics and Program Coordinators, ensuring streamlined supervision, coaching, communication, procedure adherence, performance expectations, training, and recognition are provided to supervisees.

• Co-Lead Quality Assurance (QA) efforts with Program Manager, IT and Analytics.
• Maintain contact center standard operating procedures.
• Assist Director with staffing patterns and workload planning according to call volume and availability of funds.
• Oversee QA and data monitoring to facilitate adherence to grant outcomes measures and deliverables and conducting additional training as needed.
• Assist Program Manager, IT and Analytics with managing and interpreting contact and demographic data.
• Supervise I&R/Benefits Assistance Specialists.
• Engage in all aspects of the agency Performance Evaluation process.

QUALIFICATIONS

• Bachelor’s degree plus three years of relevant experience in human services, specifically the fields of aging and/or disability services (or equivalent experience).
• At least two years of contact center or other customer service management in a supervisory role within a human service organization.
• At least one year of experience with assisting consumers to enroll in benefits or other human services assistance.
• Demonstrated experience providing supervision and/or leadership of teams.
• Demonstrated experience providing training/public speaking.
• Demonstrated experience with implementing quality assurance standards.
• Demonstrated experience maintaining contact center standard operating procedures.
• Demonstrated team-building skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Excellent decision-making skills.
• Ability to work independently and as a member of a team.
• Ability to meet deadlines and to work well under pressure.
• Ability to operate in a high-volume and fast-paced contact center work environment.
• Ability to problem solve and seek assistance from supervisor as needed.
• Ability to respond calmly and provide a high-level of emotional support and empathy to older adults, people with disabilities, and caregivers.
• Ability to communicate with people of varied communication styles, such as comfort working with people who have a speech disability, use an assistive device to communicate or have other communication variations.
• Possess Inform USA Certification for Community Resource Specialist – Aging/Disability (CRS-A/D) Certification or obtain within the first year of employment.

WORK HOURS AND LOCATION

This is a full-time, Washington, DC–based position with USAging. The selected candidate will be required to work onsite at our DC office two days per week, specifically on Tuesdays and Wednesdays.

SALARY AND BENEFITS

USAging is an Equal Opportunity Employer. We offer a competitive salary and an excellent benefits package, including fully paid individual health, dental and vision coverage; retirement savings plan with a 10 percent employer contribution and generous vacation and sick leave. This is a grant-funded position contingent upon continuation of funding.

ADA DISCLAIMER

The successful candidate should be able to perform the essential function of the position satisfactorily and, if requested, USAging will make reasonable accommodations to enable employees with disabilities to perform the essential duties of their job absent undue hardship.

OTHER DUTIES

Please note 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.

Application Procedure

Application must include a cover letter, resume and salary requirements. Interested applicants can apply for this position here. The position will remain open until filled. We cannot respond to all applications and unsolicited phone calls or emails will not be returned.