Job Details & Application
Community Engagement Coordinator Posted on July 7, 2023
Status: Full -Time Exempt
Reporting Manager: Mentorship Program Manager
Hourly Wage/Salary: $68,045.00
About the Organization
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 Public Authority’s Mentorship Program purpose is to serve consumers with a solutions-based approach within a culture of empathy and encouragement. The Program helps Consumers receiving IHSS services navigate the IHSS system, find stable home care providers, and get connected to other community resources to promote and support independent living throughout San Francisco.
The Coordinator is in direct contact with the Consumers and/or support team to provide information and guidance, and collaborates with them to create a plan of action comprising IHSS PA and community services. Once the action plan is in place, a Mentor is assigned to work with the Consumer and the Coordinator; serves as the primary liaison with Laguna Honda Hospital coordinating services directly with residents and social workers. The Coordinator continuously monitors service progress, recommends improvements, schedules home visits to ensure the Consumers’ needs are being met, and maintains service records.
This position is part of a team of full-time and part-time staff and Mentors who ensure that IHSS PA Consumers receive efficient responses, are heard, have their questions answered, and are supported throughout the process of engaging with IHSS services.
Duties & Responsibilities
- Coordinates and responds to details of Consumer referrals for IHSS service from the Public Authority, the Registry, the Department of Disability and Aging Services, Laguna Honda Hospital, community partners, and Consumers themselves.
- Evaluates and identifies the Consumer’s needs and works with the Consumer in-person and by telephone to create a plan of action including community referrals, home care provider interview assistance, timesheet training, and scheduling.
- Actively maintains information pertaining to Mentors and home care providers in the Registry, in order to match Consumer to an appropriate provider based on Consumer needs and preferences.
- Matches and connects the Consumer with an IHSS PA Mentor who works with the Consumer to implement the action plan.
- Coordinates and guides interviewing and Provider selection from the Registry.
- Continuously monitors the Consumer’s progress and works with the Consumer when the care plan changes.
- Coaches and reinforces Consumer’s understanding of IHSS rules and practices especially concerning home care provider timesheets and scheduling.
- Schedules and makes occasional home visits to ensure the action plan is current, and to ensure the Consumer’s needs are being met.
- Identifies service issues and researches complaints from Consumer or home care provider or others; identifies scheduling gaps; escalates issues and consults interdisciplinary team members for resolution. Provides Consumers and Providers with skills and tools to promote a lasting and successful partnership.
- Documents all communications about Consumer care plan and service visits in Salesforce within one business day. Maintains up-to-date cases status in various systems.
- Generates monthly report and analysis of delivery of Mentorship service.
- Coordinates and collaborates with IHSS and community based social workers, case managers, and on-site support team members in successfully connecting Consumers to home care services.
- Participates in organization-wide outreach and community events and supports the Mentorship Program through provision of relevant education and training to community partners across agencies and roles.
- Attends collaborative multi-agency events and presents on Mentorship and other Public Authority programs and services.
- Contributes to program development through participation in relevant projects and research.
- Other duties as assigned.
- Communicates Consumer care plans clearly and concisely to Mentors.
- Trains, coaches, and reinforces Mentors’ interactions with the Consumer, and provides general supervision on their case development.
- Provides feedback to Mentorship program manager on Mentor performance.
- Helps on-boarding of new Mentors.
- Four years of relevant experience or a combination of college education in social services or a similar field and work experience, or an equivalent combination of education and experience. Bachelor’s degree preferred.
- Demonstrated understanding of mentoring skills and able to model these skills with compassion and empathy for peers, mentors, consumers and their families, hospital staff, community partners, and the general public.
- Demonstrated knowledge or capacity to understand issues and services related to disability, aging, personal assistance services, Registry operations, the IHSS program and independent living principles.
- Bilingual in English and Cantonese, oral and written skills; other languages a plus.
- Consumer-oriented: respectful, empathetic, compassionate, and engaged in all interactions.
- Maintains a mentoring mindset – a way of seeing every situation as a learning opportunity.
- Cultural sensitivity to diverse cultural and linguistic backgrounds.
- Strong communication skills in-person and on the telephone with Consumers, family members, home care providers, office staff, management, business partners, and the public.
- Proactive in building relationships with the goals of communicating openly, offering guidance and support, collaborating, and empowering consumers to navigate to their own solutions.
- Ability to be a good listener and sounding board, to be flexible and nonjudgmental, and to provide constructive feedback.
- Alert to changes in Consumer needs, behavior, and response to IHSS services. Able to research, investigate, report on and escalate service issues appropriately following policy and procedure.
- Self-directed with ability to work with moderate supervision.
- Ability to work cooperatively and support other members of a team.
- Flexible, patient and detail-oriented, able to work in a fast-paced environment. Able to maintain workflow and prioritize tasks under demanding volume.
- Experienced in writing and maintaining case notes.
- Intermediate level skills in MS Office Suite.
- Ability to learn Salesforce and other systems.
- Confident keyboarding with high accuracy under deadlines.
Every employee complies with Welfare & Institutions Code (W&I) section 15630(a) California law (mandated reporter) requiring them to report known or suspected abuse of dependent adults or elders, immediately by telephone or as soon as practically possible, and by written report with two (2) working days (W&I) section 15630(b).
Every employee protects and secures confidential personal information related to our staff, home care providers, and consumers.
All staff must be fully vaccinated against COVID-19 and able to submit proof. A reasonable accommodation may be requested.
Equal Opportunity Employment Statement
The IHSS Public Authority is committed to providing equal employment opportunities to all employees and applicants for employment. The IHSS Public Authority prohibits discrimination and harassment based on the following characteristics: race, color, caste, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic conditions), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran or military status, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, and any other characteristic protected by state or federal antidiscrimination law covering employment.
Reasonable Accommodation & Disability
We strive to make a healthy, productive work environment for all. Reasonable accommodation(s) to qualified individuals with disabilities are available as part of the application and interview processes. If accommodations are needed as part of the application or interview process, or workplace accommodations are needed after a job offer is made, please contact Human Resources at (415) 593-8114.
For those working 75% time or more:
- Employee Assistance Plan
- Benefits Cafeteria Plan:
- Health Insurance 100% for EE
- Dental Insurance
- Flexible Spending account
- Health FSA, Dependent Care FSA
- Commuter Check program
- Paid holidays
- Paid vacation
- 2 Floating Holidays
People with Disabilities at the San Francisco IHSS Public Authority
The San Francisco In-Home Supportive Service Public Authority recognizes the value of having significant representation of people with disabilities in all units and at all levels of staff and management. For this reason, the Public Authority strongly encourages applications for employment from people with disabilities. To maximize flexibility related to benefits, the agency has adopted a "cafeteria" benefits plan. The Public Authority provides several health care plans and dental options for employees working 75% time or more. All employees with disabilities may request reasonable accommodation (as defined by the Americans with Disabilities Act and California Department of Fair Employment and Housing Act.).
How to Apply
The San Francisco In-Home Supportive Services Public Authority is an Equal Opportunity employer. We actively seek applications from people with disabilities, seniors, women, and people of color.
To be considered for this position, upload your resumé and cover letter of no more than two pages to the PA Job Application page.