Bilingual Registry Counselor-Cantonese

The San Francisco In-Home Supportive Services (IHSS) Public Authority is dedicated to helping older adults and people with disabilities live independently and thrive in the community.

We are a small agency with a dedicated staff working to connect Consumers to the services of Home Care Providers and other community partners.

Our work is crucial, challenging, and rewarding and each member is critical to our success.

Successful Team Members are driven by:

• A deeply held belief and commitment to diversity, equity and inclusion in our workforce and the persons we serve.
• The understanding that every action we take directly and positively impacts the well-being, safety, and dignity of our consumers.
• A culture of empathy, encouragement, and support in interactions with each other, those receiving our services, and our community partners.

The Registry Counselor plays a critical role in the IHSS Public Authority's Provider Registry, a referral service that supports the IHSS program by helping eligible consumers find independent home care providers to deliver their authorized in-home supportive services. The Registry serves as a bridge between consumers who need assistance to remain safely in their homes and providers who are available to perform IHSS services.

The Registry Counselor identifies consumers' needs, preferences, and service requirements and refers them to appropriate providers. As the primary point of contact for new consumers, the Registry Counselor guides them through the intake process, provides information about IHSS and Registry services, and helps facilitate successful provider-consumer matches. The successful candidate will have excellent communication and interpersonal skills, empathy, and a professional demeanor to provide a compassionate, professional, and welcoming experience for consumers, even in challenging situations.

• Assist consumers in identifying their needs and preferences for a home care provider during the intake process.
• Timely documentation of all communications regarding consumer care plans and service needs in Salesforce.
• Provide supportive coaching and information to consumers and home care providers navigating the IHSS system.
• Effectively communicate with consumers, their representatives, home care providers, office staff, management, business partners, and the public.
• Clearly explain services verbally and in written form, ensuring all parties have a clear understanding of expectations.
• Accurately enter provider and consumer information into the Salesforce database.
• Maintain confidentiality of case files through proper documentation and case notes.
• Conduct follow-up on consumer and provider matches to ensure satisfaction and address any concerns or issues.
• Investigate and process consumer and home care provider complaints according to established Policies and Procedures.
• Conduct consumer satisfaction surveys and record responses in Salesforce.
• Serve as a Registry & Back-up Provider Services (BUPS) team member by managing referrals and coordinating services to ensure timely and effective support for BUPS participants.
• Participate in a shared seven-person rotation to monitor urgent requests and coordinate services as needed, with one-week coverage assignments from 5:00 p.m. to 8:00 p.m. on weekdays and 9:00 a.m. to 8:00 p.m. on weekends; compensation is provided for time worked.
• Collaborate with other programs ensuring delivery of services is unified and without repetition.
• Perform other assigned duties to contribute to the overall success of the organization.

• Respond to service requests within 48 hours.
• Input confidential consumer and home care provider data accurately and thoroughly.
• Document all communications regarding consumer care plans and service visits in Salesforce within one business day.
• Review and confirm agency provider timecards, entering hours into Salesforce within specified deadlines.
• Consult with team members on escalated issues, adjusting action plans for consumers and addressing performance issues for agency providers.
• Contribute to planning for new service program components.
• Assist callers with general questions about the IHSS system
• Perform other assigned duties as required.

This job description is intended to provide a general overview of the position and may not include all the responsibilities and tasks required for the role.

• Intermediate levels skills in MS office Suite
• Ability to learn Salesforce and other systems

• Four years of relevant experience, or a combination of college education in social services or similar field and work experience, or equivalent combination education and experience. Bachelor’s degree preferred.
• Prior experience in workforce scheduling, direct consumer contact, in social services or health care settings.
  
  Positive attitude with compassion and patience.
• Cultural sensitivity to diverse cultural and language backgrounds.
• Demonstrated knowledge or…