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Iona Senior Services
Washington, Dist. Columbia, United States
9 days ago

Description

Iona is pleased to announce that we are hiring a full-time Senior Manager of Information, Referral, and Resources. We are a nonprofit organization that directly helps 3,000 older adults and families with the challenges and opportunities of aging in the greater Washington D.C. area. Since 1975, we have educated, advocated and provided community-based programs and services to help people age well and live well. Iona’s suite of services includes Consultation, Care Management and Counseling (CCMC), our adult day centers in Tenleytown and Congress Heights, support groups, food and nutrition services including home-delivered meals, and more. For more information about Iona, please visit www.iona.org.

Iona is a warm and collegial workplace that promotes excellence in client services and is committed to diversity, inclusion, and the professional growth of employees. 

 SUMMARY: 

 The Senior Manager, Information, Referral and Resources (I&R) leads and manages all elements of Iona’s information, referral and resources function. This includes Iona’s I&R Helpline, which serves as a portal to Iona programs and services and also provides callers with information and referral to community resources; internal communications related to Iona’s programs and services and resource information sharing among Iona’s staff and leadership. This position will co-manage the part-time Information and Referral Specialist and manage the Caregiver Resource Specialist (grant-funded position), and volunteers. 

 SPECIFIC RESPONSIBILITIES:   

 Helpline Operations 

  • Lead the development and revision of Helpline procedures and integration with the Client Resources Management System to ensure efficiency, clinical effectiveness and excellent customer service. 
  • Manage, ensure, and oversee all aspects of data quality. Conceptualize, lead and implement improvement processes as needed. 
  • Manage the full integration of I&R activities into the new CRMS system including training I&R staff, troubleshooting, and updating processes as needed.
  • Collect and report caller data and prepare reports on caller data for use by Ionas internal departments.
  • Manage the day-to-day operations of the I&R Helpline, including coordination of coverage of the I&R function and oversight of intake for Department of Aging (DACL) -funded and other services..
  • Collaborate with program staff to ensure referral processes are effective.
  • Provide I&R coverage (schedule to be established in the annual work plan) and enter calls into client database.
  • Train Iona staff and interns on I&R coverage.

 Program and Service Information 

  • Develop and manage a collaborative process with Department Directors, managers and staff to maintain current information on all Iona programs and services that is accessible for all staff, the Board and other stakeholders, including updates on program status.
  • Establish strong systems for internal communication about programs and the department’s status, to maintain up-to-date resources for all staff, the Board and other stakeholders.

 Resources 

  • Collaborate with direct services managers and staff to maintain a database of community resources, benefits, and educational information for older adults and family caregivers.
  • Supervise interns and volunteers in conducting research on resources.
  • Lead and manage targeted research to provide information on trends in aging services and health care to Directors and Development & Communications staff.

 Staff and Volunteer Management: 

  • Manage, engage, and develop I&R staff and volunteers.
  • Focus on and promotes collaboration with staff and volunteers within I&R and between I&R and all other departments of Iona. 
  • Build strong relationships with Iona’s staff, volunteers, and the Board of Directors.
  • Strive to strengthen Iona’s culture. Prioritize and strive to assist Iona in achieving an equitable, diverse, and inclusive organization.
  • Other duties as assigned.

Compensation:

Compensation commensurate with experience. Iona offers a robust benefits package including health, dental, vision and life insurance, vacation, and 403(b) retirement plan.

 To apply:

Please send a resume/CV and cover letter to personnel@iona.org.

Iona is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion/creed, sex, national origin, disability, genetic information, pregnancy, veteran or active military status, alienage or citizenship status, arrest or conviction record, credit history, salary history, caregiver status, sexual orientation, gender identity, marital or partnership status, familial status, unemployment status, status as a victim of domestic violence, sexual violence or any other status protected by applicable law.



Requirements

REQUIREMENTS: 

  • Master's degree in social work, nursing, or other health or social services discipline with appropriate current licensure in the District of Columbia.
  • 5-7 years of progressively responsible social services supervision experience, with ability to manage programs according to government and other standards, knowledge of community resources, and experience with diverse client populations and staff. I&R or call-center environment experience and knowledge of aging services strongly preferred. 
  • Demonstrated ability to successfully manage, engage and develop a diverse staff and volunteers. Strong team-building skills.
  • Ability to effectively manage complex situations and understand different perspectives. Focuses and promotes collaboration. 
  • Excellent verbal and written communication skills. Strong time management skills. Experience and ability to prioritize among multiple department projects and functions. 
  • Ability to design and implement systems for managing client relations and internal communications.
  • Experience and ability to research trends. Strong analytical and problem-solving capabilities.
  • Strong documentation skills with computer literacy; ability to use electronic records and documentation systems. Working knowledge of Microsoft Office 365 (especially Excel and PowerPoint and Teams) and specialized databases. Ability to learn and become proficient in Iona’s Client Resources Management System. 
  • A suitable home-based work environment in order to perform work duties without distraction and maintain Iona confidential information in a secure manner. 
  • Strong integrity, ethics and professionalism and a commitment to advancing Iona’s mission.

Job Information

  • Job ID: 59213652
  • Location:
    Washington, Dist. Columbia, United States
  • Position Title: Sr, Manager of Information, Referral, and Resources
  • Company Name: Iona Senior Services
  • Job Function: Social Work
  • Job Type: Full-Time
  • Job Duration: Indefinite
  • Min Education: Master's Degree
  • Min Experience: 5-7 Years
  • Required Travel: None

Please refer to the company's website or job descriptions to learn more about them.

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