Program Support Specialist, Wheels

Program Support Specialist – Meals on Wheels

Are you a clinical professional looking for a great culture, reasonable ratios, and an opportunity to grow with an organization? Episcopal Retirement Services has been voted one of Cincinnati's TOP EMPLOYERS for 16 years running and we are hiring passionate professionals. To learn more about ERS and our award-winning culture:  When you love what you do, it shows!

Episcopal Retirement Services has an award-winning culture and a robust mix of available benefits and perks that may include:

• Medical, Dental, and Vision Insurance Plans
• Generous PTO
• Health Savings Account
• Short-Term and Long-Term Disability
• 403B
• Discounted Meals
• Internal Promotions
• Pay Activ
• Tickets at Work
• Life Insurance
• Tuition Reimbursement
• Employee Referral Program

The purpose of this position is to support the Meals on Wheels program by managing food orders, inventory, meal packaging, and sorting meals for deliveries. This position is also responsible for tracking client deliveries to coordinate redeliveries, meal unit updates, and changes in delivery schedules. Additionally, this position assists with administrative, billing, operational, and programmatic support for the Deupree Meals on Wheels and Swipe ‘N’ Dine programs to ensure continuity of services and program offerings.

• High school diploma or equivalent.
• Minimum of two years general office, administrative, and customer service experience.
• Must possess a valid driver’s license, reliable transportation, and appropriate insurance coverage.
• Strong computer skills required with high proficiency in Microsoft Office including Excel, Word, and Outlook.
• Good understanding of office equipment functions (i.e., copier, printers, fax, etc.).
• Excellent organizational, analytical, and problem‑solving skills with strong attention to detail and time management. Works well in an environment with firm deadlines and is results oriented.
• Functions independently with flexibility and integrity, as well as effectively and harmoniously with team members, clients, family members, volunteers, government agencies/personnel, and the general public in a fast‑paced work environment.
• Exceptional written and verbal communication skills.
• Able to read, write, and understand the English language and speak the language in an understandable manner.
• Possess sight/hearing sense or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
• Moves equipment and supplies weighing up to 25 lbs on a regular basis and up to 50 lbs occasionally.
• Able to maintain regular attendance; work will be performed at the office and participating locations.
• Fully up to date with required vaccinations.
• Commits to aligning behavior in accordance with the ERS Core Values and Ways of Working.
• Provides outstanding customer service to all customers in accordance with ERS’s expectations and values.

• Place client food orders with meal provider(s). Modify menu orders as requested by clients.
• Track and record food inventory levels on a routine basis and maintain food inventory logs including returned meals.
• Coordinate the receiving and packing of meals for distribution by the volunteers and drivers.
• Maintain up‑to‑date route sheets to include cancellations, changes, and additions of clients. Handle client calls, emails, changes, and complaints and take appropriate steps to resolve problems, questions, and concerns. Communicate solutions or requested information with clients and complete all recording, tracking, and reporting of these interactions. Escalate unresolved concerns to the director.
• Follow up with clients missing a scheduled meal and coordinate with the client to redeliver the meals. Update meal units on Serv Traker when the client is not at home or if there are changes on the delivery schedule. Report issues and concerns to the Billing Specialist for follow up.
• Collect and review all returned route sheets and report any non‑deliveries daily. Print route sheets and prepare for the next day delivery.
• Answer and respond to incoming inquiries by telephone, email,…