Elder Services of the Merrimack Valley
  • 18-Nov-2020 to Until Filled (EST)
  • Home Care
  • Lawrence, MA, USA
  • Full Time

Full benefits package available



Position Responsibilities: Responsible for the daily operations and overall management of the Information Services Department for both the Lawrence and Danvers sites including staffing, coverage, orientation and training, systems development and quality assurance with the goal of ensuring that all callers seeking information regarding services, programs or benefits receive such information in an unbiased, timely and professional manner. Job location to be determined. Employee may report to Danvers office or Lawrence office.



  1. Manage the day-to-day operations of the Information Services Department including coordination and scheduling, troubleshooting, and facilitation of team meetings.
  2. Participate in the hiring and orientation of new Information Services Department staff, including I&R Specialists (I&R) and Intake Reviewer Specialists (IRS) and provide individualized coaching to new staff during their provisional employment period.
  3. Provide ongoing training, supervision, and evaluation of I&R and IRS staff.
  4. Coordinate and track that I&R staff participate in a minimum of 40 hours of training per year.
  5. Plan, organize, and anticipate daily staffing in order to support adequate coverage.
  6. Ensure that information calls and referrals for agency services are taken in accordance with agency standards.
  7. Collaborate with Clinical Services Directors and Managers, Nurse Managers, and Protective Services Supervisors to develop systems and procedures for best practices.
  8. Participate in orienting agency management to the Information Services Department.
  9. Oversee QA/QI activities of the department including developing systems to ensure that calls and referrals are routed to the most appropriate department or program and that timelines, ASAP performance measures, and contract requirements are met.
  10. Track and analyze phone system and SAMS call data for quality and staff scheduling purposes.
  11. Ensure the Agency's website and resource offerings are up to date and contain relevant information, that agency profiles and resources located on other databases are current, and that all resource inclusion/exclusion policies and processes are adhered to.
  12. Work with designated ESMV staff to ensure the Agency's website and resource offerings are updated with relevant information and that agency profiles located on other resource sites are current.
  13. Participate in Lifetime and ASAP network I & R meetings to share information and best practices with others across the state I&R network.
  14. Act a liaison with the switchboard manager and staff to assure good communication and management of calls.
  15. Attend and participate in all Program Management, Home Care and General Staff meetings.
  16. Other related duties as assigned.


QUALIFICATIONS: BA/BS degree in Human Service or related field with 2 to 4 years relevant experience required. Experience/skills should include: program development, supervision/coaching, organization and negotiation skills, excellent written and verbal communication and presentation skills.  Computer skills as well as experience with the elder population and knowledge of community resources strongly preferred. Familiarity with Massachusetts' system of Aging Service Access Points (ASAP's) and Area Agencies on Aging (AAA's) preferred.


Hours: 37.5 per week



Elder Services of the Merrimack Valley
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