*Position filled*NC 2-1-1 Long Term Services and Support (LTSS) Call Specialist

American Sexual Health Association
American Sexual Health Association
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Purpose:  NC 2-1-1 is an information and referral service available 24/7/365 via phone and web that accesses a robust database of health and human services resources.  Through a partnership with the NC Department of Health and Human Services (DHHS), NC 2-1-1 has been established as the No Wrong Door (NWD) portal for information for older adults and persons with disabilities seeking Long Term Services and Supports (LTSS) resources to enable them to remain in their homes and communities.  The goal of No Wrong Door is to ensure that all North Carolinians needing access to Long Term Services and Supports have easy access to information and services that maximize independence, choice and dignity.  The long term mission of unifying access to services through one entry point is to ensure that every individual is on a direct path to receive meaningful assistance to meet their needs.

The NC 2-1-1 LTSS Call Specialist will play an integral role in the NC 2-1-1 NWD Initiative and will serve as a member of the NWD Project Team.    The primary focus of the 2-1-1 LTSS Call Specialist will be to assist callers in connecting to Long Term Services and Supports resources.  The LTSS Specialist will also work in collaboration with the NC 2-1-1 Resource and Outreach Specialist to continuously develop and will maintain a broad and deep understanding of LTSS resources in communities throughout North Carolina.  Through their efforts, the LTSS Call Specialist will help identify gaps in service and barriers to obtaining LTSS services in NC.  The Specialist’s expertise will inform other 2-1-1 team members’ assistance to callers seeking LTSS resources services, and the 2-1-1 services database, and is expected to be useful in the long term goal of improving the LTSS system in North Carolina.


Call Center Function:
• As part of the Durham Call Center team, complete full 2-1-1 Call Center orientation and training in assisting callers, using the 2-1-1 database, and Call Center procedures.  Participate in on-going trainings with call center staff.
• Assist callers seeking LTSS resources for themselves or as a caregiver seeking assistance in the caregiver role. 
• Provides in depth and comprehensive information and referral services to individuals and caregivers needing additional assistance navigating the complex system of LTSS resources.
• Conducts informal assessment to understand the physical, social, emotional, and environmental needs of NWD callers needing on-going follow-up and assistance.  Works with these callers to understand their needs and the barriers they face. 
• Completes follow-up calls with people who called seeking LTSS resources, to determine if they connected to services they were referred to and to identify any barriers to obtaining service or gaps in service.
• Provides additional wrap-around services to caller to help them meet their needs.  Wrap-around services may include: an eligibility pre-screening to better identify the best services to meet the caller’s needs considering income, military status and other details of the caller’s life; placing advocacy calls on behalf of callers who have encountered barriers in accessing referred services or who may be unable to place calls on their own due to disability; and serving as a point of contact for the caller to communicate with on their comprehensive needs as they move forward in navigating for services.
• Acts as a liaison for callers who need assistance communicating their needs to LTSS agencies and/or advocate on behalf of callers who may encounter barriers to obtaining services.
• Identify at risk callers who may be unaware of the services available to them to meet their needs and work in a proactive manner to wrap services around individuals to allow them to remain in their home/community.
• Obtain Options Counseling training through DHHS DAAS by meeting all requirements.  Utilize acquired skills to enhance service delivery to 2-1-1 callers.
• Understand the needs of caregivers and identify support services for caregivers.  When possible, proactively provide information to caregivers on where they can obtain support services to meet their individual needs.
• Arrange for crisis intervention services when needed.
Resource and Database Support
• Share expertise on LTSS resources and helping high need callers with 2-1-1 team members to help them build their knowledge and skills – including providing phone back-up as needed.
• Support the NWD Resource and Outreach Specialist by flagging LTSS resources needing update, deletion and/or addition for database identified through work and as appropriate. 
• Establish collaborative relationships with LTSS providers and professionals to maintain up-to-date knowledge of services they provide.
• Collaborate with NC 2-1-1 Strategy Director on using metrics and data collected from callers to draw well-informed and accurate conclusions about gaps and barriers to accessing LTSS services in North Carolina.
• Participate in 2-1-1 Call Center staff meetings and trainings.

Disaster Response:
• Assist in NC 2-1-1’s business continuity planning to ensure availability of resource data for emergency/ disaster services inclusion real time as events unfold.
• Work with DAAS and the NC 211 Strategy Director to ensure that all LTSS resources that are available specifically in response to an emerging or emergency situation are available to the NC 2-1-1 call specialists.


• Bachelor’s Degree in social services or human services and at least one year of experience in the human services field, specifically with a focus on meeting the needs of older adults and/or persons with disabilities.
• Ability to obtain or current certification as an Information and Referral Specialist (CIRS) or Certification as an Information and Referral Specialist in Aging & Disability (CIRS-A/D) with the Alliance of Information and Referral Systems (AIRS).
• Professional and/or personal experience with and knowledge of LTSS resources in North Carolina and the needs and barriers faced by older adults and/or persons with disabilities. 
• Commitment to the mission of serving older adults and persons with disabilities.
• Experience with information and referral systems and processes, especially call centers and phone referrals.
• Ability to communicate and work effectively with individuals with diverse backgrounds, needs, and communication styles
• Understanding of the landscape of LTSS resources and ability to navigate and identify necessary resources at the local and state level.
• Knowledge of government agency and non-profit organizational structures.
• Ability to use office equipment and automated systems/software, including database experience
• Strong verbal and written communication skills.
• Ability to connect with others and forge strong relationships.
• Driven with a strong work ethic.  Ability to work independently and stay on task to achieve short and long term goals.
• Ability to maintain confidential information.
• Spanish speaking a plus.


Equal Opportunity/Affirmative Action Employer

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Salary is $38,000 per year.

How to Apply: 


To apply submit your resume and cover letter to Folashade Omisore, Director of Operations at fomisore@ashasexualhealth.org.  NO PHONE CALLS PLEASE.

In your email, please use the subject line:  LTSS Call Specialist Position.

In your cover letter, please specify you are applying for the LTSS Call Specialist Position.  Applicants agree to completion of a background check and past employment verification.