Human Services Assistant

E or M

The person in this position has access to protected health information (PHI) under the provisions of the Heath Information Portability Act of 1996 (HIPPA) Privacy Rule. PHI must be treated in accordance with the provisions of the HIPAA Privacy Regulation including the requirements for safeguarding, releasing and recording the release of such information. The person will receive training in the provision of the HIPAA Privacy Regulations as they relate to the duties of this position and has signed a confidentiality agreement.

In addition to the tasks listed below, the incumbent is expected to communicate the Mission, Vision and Guiding Principles of the agency to peers, clients and the public; identify personal strengths and developmental needs to increase job performance and long-term career growth. Continually analyze work processes, seek new approaches and make recommendations to enhance efficiency and effectiveness of the agency. Works in a harmonious and cooperative fashion with other staff to provide efficient and effective customer service. Uses free time available to assist other staff in the completion of work assignments. Contributes to a positive work environment through a positive, helpful, courteous demeanor towards staff, clients, and the general public. Adheres to appropriate standards of conduct regarding the use of leave and reports to work on time.

30%

30%

10%

10%

20%

E

E

E

E

E

In addition to the tasks listed below, this position is expected to:

• Comply with the Rehabilitation Services (RS) professional conduct expectations.
• Demonstrate leadership in carrying out the DCF Mission, Vision and Guiding Principles, and in communicating these values with peers, customers, partners and the general public.
• Demonstrate leadership in carrying out and communicating the Goals and Priorities of RS, emphasizing the value of employment, the potential of people with disabilities, the importance of accountability, and the meaningful involvement of people with disabilities, partners, employers and other stakeholders in RS programs, services and activities;
• Ensure that each consumer has the necessary information, knowledge and opportunities to make informed decisions throughout the rehabilitation process, including the selection of the vocational objective and needed services.
• Identify his/her own personal strengths and developmental needs to increase job performance and long-term career growth.
• Continually analyze work processes, seek new approaches, and make recommendations to enhance efficiency and effectiveness of the agency.
• Provide excellent customer service both internally and externally, serving as an advocate for the customer throughout all program areas and lines of business.
• Serve as a positive role model, respecting diversity, demonstrating respect, trust, and openness, and communicating in a manner that is courteous, respectful and protects human dignity.
• Identify gaps and needs for community and agency services and seek to develop needed services in conjunction with other DCF and RS staff, and work cooperatively with peers, staff, customers, community partners and the general public.

Administrative Support:

Provides administrative and clerical support to the unit in order to relieve supervisor and professional staff of administrative details. Prepares file folders for new cases, organizes and maintains case files, and maintains case file rooms. Collects, prepares, and sends cases requested for State and Federal review and for out-of-country transfers. Sends and retrieves faxes for staff. May assist staff by composing letters. Receives, date stamps, sorts, and distributes incoming mail. Envelopes not identified for a person or division are opened, date stamped and distributed. Receives and prepares outgoing mail to meet mail schedule and may apply postage using an electronic postage meter.

Identifies the purpose of phone and in-person contacts to facilitate correct and appropriate referrals to agency staff and community resources. Greets incoming visitors and directs them to the proper staff person, hands out applications and gives educational and informational materials to persons inquiring about services available through the agency and community partners. Gives general information on types of assistance available, takes detailed messages, collects data and makes referrals in order to effectively and efficiently facilitate the mission of the agency. Date stamps material received in agency and assures that they are routed to appropriate person in a timely manner. This is done through maintaining knowledge concerning all DCF programs in order to enable any person contacting this agency to receive an appropriate referral.

Incumbent acts as the representative of Rehabilitation Services when RS Counselors and Regional RS Program Administrator are absent or otherwise unavailable. This may involve screening calls, visitors, and responding to routine inquiries from any source pertaining to eligibility requirements, the scope of program services, application procedures, the scheduling of appointments, and the explanation of fiscal procedures and policies to consumers, vendors, medical providers, personnel representing other public and private agencies, or public officials. Incumbent may assist in the scheduling of required consumer appointments with medical providers and community service agencies for diagnostic evaluations, restorative treatments, and coordination of post-secondary training. Incumbent is also responsible for entering W-9’s on SMART system and coordination and scheduling of assessments and evaluation for the Topeka VR staff. Performance is reviewed by RS Counselors and RS Regional Program Administrator on an ongoing basis for results based on timeliness and the absence of complaints from others.

Provides a high level of customer service to customers to assist in the provision of efficient and effective agency services to meet the needs of various customer groups. Tasks may include, but are not limited to, assisting customers connect to language line and utilizing special communication equipment (TDD), obtain reasonable accommodations where appropriate, and acquire the necessary services they need (No Wrong Number). These tasks require that the employee maintain an excellent knowledge of program processes and community resources and assist customers even if it means working beyond regularly scheduled work hours.

Facilitates communication between customers and professional staff by identifying purpose of phone and in-person contacts, making appropriate referrals to agency staff and/or community resources, and taking detailed telephone messages in order to ensure effective and timely communication.

KMIS Fiscal Operations:

Creates and enters RS Service Authorization for approved goods and services on the Kansas Management Information System (KMIS) for Counselor approval. Also, data enters the necessary information on the agency’s finical, accounting and report system (called SMART) to create/establish a record for new vendors. Also enters Imprest Fund KMIS authorizations addressing customer emergencies and detailed purchase orders for DCF Purchasing. Hard copies of authorizations are forwarded to vendors or medical providers for signature and necessary information and are returned for payment processing. Direct contacts with vendors and medical providers and necessary information and are returned for payment processing. Direct contacts with vendors and medical providers are often required to expedite and/or resolve billing discrepancies. Contact with RS Central Office personnel is sometimes required to address complex fiscal procedural issues. Incumbent must understand and frequently identify appropriate Current Procedural Terminology (CPT) codes and modifiers for authorizations for goods and services will be paid at the correct Medicaid rates, which frequently require direct contact with vendors and medical providers. Year-end fiscal closing requires incumbent to clear financial obligations for multiple counselor caseloads through expenditures, cancellations, and/or hold vouchers. Activity during fiscal closing can be intense and usually requires considerable contact with vendors and providers regarding resolution of un-liquidated RS financial obligations. Work is reviewed by RS Counselors and/or RS Regional Program Administrator when second approvals are required. In addition to fiscal authorization and payments, incumbent also enters considerable case management data into the KMIS system, including referrals, applications, and certificates of eligibility/ineligibility, individual plan for employment (IPE), economic needs summaries, and revisions and updates of the same. The data entered will usually be supplied by RS Counselors. In some instances, it may be obtained directly from the consumer at the direction of an RS Counselor. Work is reviewed by RS Counselors and/or RS Regional Program Administrator when second approvals are required.

Teamwork and Communication:

Serves as a supportive member of the departmental team and exhibits characteristics of a team player by contributing in any way possible to the effective and efficient operation of the work unit. Communicates in a manner that is respectful and beneficial to the departmental team both informally through day-to-day interaction and formally, through regular team meetings. Offers assistance to other team members whenever necessary in order to enhance processes, procedures and outcomes for consumers. Remains open to organizational change and assist others in overcoming their restiveness to such change. Incumbent will serve as backup office receptionist and/or team support staff when circumstances require, and necessary priorities of specialized workload allow. Performance is reviewed by supervisor and RS Program Administrator in office location.

Professional Attitude

While performing your tasks as a representative of the Department of Children and Families, you are expected to:

• 
  demonstrate an attitude of respect (i.e. be attentive to the customer, communicate in a polite and professional tone of voice, meet with the customer, or return phone calls within a reasonable period of time (as defined by your supervisor or program policy), process request for service as quickly as possible, allowing the client to direct his or her services, etc.;

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  demonstrate a willingness to help. Remember that your customer is anyone needing or asking for your assistance, including the individuals and families seeking services from the agency, community partners, state and community leaders, and your fellow employees and volunteers within the agency.

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  encourage individuals to identify and fulfill their own responsibilities.

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  practice personal self-discipline and maintain ethical and professional behavior in times of frustration with difficult customers.

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  provide information and service to those seeking assistance from this agency. If you are unable to directly provide that service or information, you should offer to connect them with someone who can assist or advise them. If the latter option is used, you will follow through with the referral.

Provides administrative and programming support to Rehabilitation Services staff, customers, and community partners to ensure effective delivery of services. Assists in coordinating communication, scheduling, and information sharing with schools, service providers, employers, and other community partners. Supports outreach and collaboration efforts by maintaining records, preparing materials, and facilitating coordination activities. Supports the agency’s responsibility to deliver and coordinate Pre-Employment Transition Services (Pre-ETS) by assisting with activities such as scheduling, coordination with schools and partners, tracking and maintaining documentation, and ensuring accurate time and labor reporting in alignment with agency requirements and federal guidelines. Activities are performed in support of Pre-ETS services and coordination efforts, as appropriate to the position.