Outreach Coordinator

POSITION SUMMARY

The Outreach Coordinator is a multifaceted role that aims is to develop strategic community partnership that support the promotion, awareness, and growth of SASI Home Care and Hartwell Place, along with marketing all other CMSS services. In addition, this role will support daily operations of the home services program.

CMSS EXPECTATIONS

• Consistently creating an environment that promotes interactions and activities that reflect the Mission and Values of the organization, where residents and clients not only receive high quality care but where they live a meaningful and thriving life, every day.
• All CMSS team members make a difference. Hence, every employee is responsible for bringing joy, meaning, and connection to every resident’s or client’s life, while creating a sense of community that is the everyday norm for each person we serve.
• Responsible for recognizing each resident or client as a whole person, with a unique life story that is cause for celebration. Residents and clients are not defined by their diagnosis or the amount of care they need but rather who they are as a person.
• Responsible for consistently demonstrating and ensuring person-centered customer service.

ESSENTIAL JOB FUNCTIONS

Outreach and Inquires at SASI and Hartwell

• Involved with the inquiry to conversion-to-service/move-in process including intake, assessment, creation of care plan and data entry with referral sources, clients, families and staff.
• Assists Director of SASI and Hartwell with creating an effective strategy and marketing the programs.
• Ensures tours are coordinated in a timely manner, providing thorough and consistent follow up.
• Responsible for entering all inquiry and follow-up activity in CMSS’ client relations management (CRM) databases, including adding leads, referral sources, documenting activity and generating reports.
• Responsible for meeting budgeted census goals.
• Work with teams to ensure onboarding/welcome procedure, including Welcome Packets for inquiries, tours and admissions and client experience for SASI and Hartwell Place, are effective.
• Develops strong strategic partnerships with identified referral sources.
• Track outreach statistics, metrics and performance indicators to measure effectiveness outreach goals and outcomes, adjusting accordingly.
• Initiate routine contact and respond to questions with referral sources and potential customers through personal visits, telephone calls, e-mails and personalized mailings with goal of attracting potential residents, clients or families. Refer to other sources of information including website and brochures, as needed.
• Be a brand and program ambassador representing CMSS at various organizational and public events, fully describing programs and nurturing relationships to advance CMSS’s mission and goals.
• Distributes marketing material to distribution locations in the community as appropriate.
• Attend professional seminars and meetings for the purpose of keeping informed of best practices and current trends and opportunities for networking.
• Communicates effectively with stakeholders regarding activity with referrals, referral sources, conversations ratios, reasons for not converting, etc. established via CRM tracking systems and email correspondence.

SASI Programmatic Support

• Regular, punctual attendance.
• Answers and replies to phone calls and emails in a timely fashion.
  1. Required to be on the on-call rotation, which includes weekend and evening coverage.
  2. scheduling caregivers with clients.
  3. Monitors client care via either monthly phone or in-person supervisory visits.
  4. Prepares timely and detailed documentation of conversations and home visits.
  5. Supports orientation of new caregivers and on-going in-servicing. Ensures staff routinely participates in all mandatory training.
• Attends appropriate meetings, seminars, workshops, training sessions, professional meetings, etc. to stay current in the field, including Dementia Care Specialist training.
• Responsible for providing home care services as needed if short staffed or if an emergency arises.
• Able to use business office equipment (fax machine, copier machine, computer, printer, email, postal meter, shredder, cell phone, etc)
• Other duties as assigned.
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QUALIFICATIONS

To be successful in this multi-faceted job, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Passion for and experience serving older adults, including serving those with memory care needs.
• Excellent communication skills, both verbal and written. Excellent command of the English language (reading, writing, speaking).
• Bilingual in Spanish a plus.
• Ability to stay on point when communicating, with the ability to synthesize and share only applicable information.
• Energetic, with the ability to adapt and adjust in a fast pace environment.
• Attention to detail a must, along with excellent follow-up, follow-through and critical-thinking skills.
• A strong business acumen in managing and delivering services to older adults including: staff onboarding, supervision and training, customer service, client assessments, case management, Microsoft office, data entry.
• Driver’s license and own vehicle a must for local travel.
• The ability to regulate one’s self under stressful circumstances, while seeing the larger picture is required. As is the ability to self-care and laugh.

 EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS & EXPERIENCE

• Minimum Associate’s Degree preferred
• Two to four years’ experience, in supervising and scheduling staff within the health care arena, assessing clients, case management, gerontology, social work.
• Direct care/CNA work highly preferred.
• Dementia Care Specialist (able to complete once hired).
• CPR Certified.