Program Manager, Assistance

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.

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

• 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 information and referral (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.

• 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 supervises.
• 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…