Screening Specialist

The Screening Specialist is the first point of contact for older adults, individuals with disabilities, caregivers, and community members seeking information and assistance through the Central Ohio Area Agency on Aging (COAAA). This role answers initial phone calls, conducts intake screenings, and evaluates eligibility for COAAA programs and services. The Screening Specialist provides information, referral, and linkage to community resources while ensuring callers receive responsive, compassionate, and accurate assistance.

Primary Responsibilities

• Respond to incoming calls and inquiries from older adults, individuals with disabilities, caregivers, and professionals seeking services.
• Conduct telephonic needs assessments to determine potential eligibility for COAAA programs, including Medicaid waiver and other supportive services.
• Provide accurate information and referrals to appropriate community resources for older adults and individuals with disabilities.
• Utilize multiple computer programs simultaneously; navigate state ODA and ODM computer systems when applicable.
• Deliver excellent customer service with a focus on empathy, patience, and problem-solving.
• Provide appropriate crisis intervention for callers experiencing urgent personal, healthcare, or mental health needs.
• Access interpreter services when needed to support individuals speaking a variety of languages.
• Collaborate effectively with team members and COAAA program staff to ensure seamless referral and follow-up.
• Maintain updated knowledge of available services, Medicaid processes, and eligibility requirements.

Qualifications

Minimum Requirements:

• High School Diploma or equivalent.
• 2 years of college with a major in social or healthcare sciences; or
• 2 years of experience in social services, healthcare, case management, or related field.

Preferred Requirements:

• Bachelor’s degree.

Skills

• Strong knowledge of community resources for older adults and individuals with disabilities.
• Excellent verbal communication and telephone customer service skills.
• Proficiency in Microsoft Office; ability to manage multiple applications simultaneously.
• Experience with ODA and ODM computer systems preferred.
• Strong organizational skills with the ability to multi-task in a fast-paced environment.
• Demonstrated ability to provide crisis intervention and supportive problem-solving for individuals in need.
• Ability to work collaboratively as a member of a team.

Working Conditions

• Traditional office environment.
• Occasional remote work may be approved as needed.

Reasonable Accommodation Statement

COAAA is committed to providing equal employment opportunities to all individuals, including those with disabilities. In accordance with the Americans with Disabilities Act (ADA), we will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position. If you require an accommodation during the application or employment process, please contact HR@COAAA.org.

Equal Employment Opportunity Employer

COAAA empowers staff to reach their full potential in an environment that embraces each person’s skills and unique experiences in order to provide the best quality customer service possible. We are a compassionate, community-minded team that aspires to provide excellence in service to our neighborhoods.