Client-Based Services Representative (CBSR)

About this Role

This is not a typical front desk or call center position.

The Client-Based Services Representative serves as a central coordinator for Meals on Wheels (MOW) and Seniors at Lunch (SAL)—ensuring accurate communication between clients, volunteers, field staff, and the kitchen.

If information is missed or entered incorrectly, services are disrupted. That’s why we’re looking for someone who is highly organized, detail-driven, and able to manage multiple priorities without losing accuracy.

What you will be responsible for

You will manage the daily flow of critical information that keeps meal services running smoothly across the county.

Program Coordination & Communication

• Serve as a primary point of contact for clients, caregivers, and volunteers
• Handle incoming calls, gather accurate information, and route inquiries appropriately
• Communicate daily updates regarding meal holds, cancellations, and restarts
• Coordinate with Area Supervisors, Volunteer Coordinators, and Kitchen staff to ensure accurate meal counts and service delivery

Data Management & Accuracy

• Enter and maintain client records in AIMS and eCIRTS systems
• Generate and manage daily purchase orders and service documentation
• Track referrals and ensure timely follow-up with appropriate staff
• Reconcile weekly meal counts and review route planning documents for accuracy
• Monitor Managed Care Medicaid authorizations, including start dates, renewals, and terminations

Client Intake & Referrals

• Gather detailed caller information to create accurate service referrals
• Process new client enrollments and coordinate service start dates
• Conduct screenings (including 701 assessments) once trained
• Facilitate coordination between SAL sites and transportation providers (SCAT)

Volunteer & Field Support

• Assist volunteer drivers with non-response protocols and documentation
• Provide route sheets and program materials to field staff
• Support monthly volunteer log tracking and reporting

Ongoing Client Engagement

• Conduct routine follow-up calls (e.g., frozen meal clients)
• Identify and escalate client concerns or service issues
• Maintain consistent, professional communication with all stakeholders

What We Are Looking For

This role requires someone who can keep multiple moving parts aligned without constant supervision.

Strong candidates will demonstrate:

• Exceptional attention to detail and accuracy
• Ability to prioritize and multitask in a fast-paced environment
• Confidence handling high call volume while maintaining professionalism
• Strong data entry and system navigation skills
• Clear, respectful communication with clients, families, and staff
• A problem-solving mindset—you don’t just pass messages, you ensure resolution

Required Qualifications

 High School Diploma or GED

 Minimum 1 year of office experience, including multi-line phone systems

 Proficiency with computers and data entry systems

Preferred Experience

 Experience in human services, healthcare, or nonprofit programs

 Familiarity with client databases or case management systems

 Experience working with older adults or vulnerable populations

 Prior coordination or scheduling experience

Work Environment

 Office-based role in Cocoa, FL

 Combination of phone work, data entry, and coordination tasks

 Requires extended periods of sitting, typing, and phone communication

Physical Requirements

 Ability to sit or work at a computer for extended periods

 Occasional standing, bending, and lifting (up to 25 lbs)

 Ability to manage sustained focus in a detail-heavy role

Additional Expectations

 Cross-training with team members to ensure full operational coverage

 Participation in emergency/disaster response as required by agency and county directives

 Occasional administrative responsibilities, including office closing procedures

Why Join Aging Matters in Brevard?

Aging Matters in Brevard is a leading nonprofit dedicated to helping seniors maintain independence, nutrition, and quality of life. Through programs like Meals on Wheels and Seniors at Lunch, we directly impact thousands of residents across the county.

In this role, you will:

• Play a critical part in ensuring seniors receive daily meals
• Work in a mission-driven, team-oriented environment
• Develop strong coordination and operational skills that translate across industries

EOE/M/F/Veteran/Disabilities Employer

Aging Matters in Brevard is an equal opportunity employer and maintains a drug-free workplace. We are committed to a respectful, inclusive environment for all employees and clients. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. We participate in the E-Verify Employment Verification Program.

This job description is not intended to be a contract for employment, and the agency reserves the right to make any necessary revisions to the job description at any time without notice.

Pay: $15.00 per hour

Benefits:

• 403(b)
• 403(b) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person