Service Liaison

JOB SUMMARY

The Service Liaison plays a vital and multifaceted role that blends direct consumer engagement with key organizational responsibilities. This position is responsible for assessing consumer needs, facilitating access to SIL Service and appropriate community resources, and ensuring organizational compliance with safety standards. Success in this role requires a proactive, organized, and collaborative individual who demonstrates strong interpersonal skills and exceptional communication abilities.

ESSENTIAL DUTIES, FUNCTIONS, AND RESPONSIBILITIES

Information & Referral

· Serve as the first point of contact for consumers, representing SIL in a welcoming, approachable, and professional manner.

· Respond promptly and efficiently to a high volume of phone calls, emails, and walk-in inquiries.

· Engage with consumers in a courteous and empathetic manner to assess needs, identify challenges, and determine appropriate options.

· Clearly explain SIL programs, Service, and relevant community resources, including available public assistance options.

· Educate consumers and the public on Centers for Independent Living (CILs) and the Independent Living Philosophy.

· Coordinate Service, provide referrals, advocate on behalf of consumers, and ensure follow-up as needed.

· Facilitate communication between consumers and SIL staff as appropriate to ensure seamless service delivery.

· Maintain accurate and complete documentation of all inquiries, consumer information, and referral actions.

· In conjunction with the Database & Compliance Specialist, train staff on intake procedures, goal-setting protocols, and the principles of Independent Living.

· In conjunction with the Database & Compliance Specialist, regularly review and update intake processes and forms to ensure relevance and compliance.

Front Desk Support

· Provide backup coverage for the Office Coordinator during absences, days off, or high-traffic periods (e.g. during peer social events) to ensure smooth front-desk operations.

Community Outreach

· Stay current with community organizations that may support SIL consumers.

· Identify and communicate opportunities for partnerships or collaborations with external organizations to the Executive Director.

· Maintain regular contact with community partners and schedule informative presentations for SIL staff when beneficial.

Safety Officer Responsibilities

· Ensure SIL's safety policies and procedures comply with CARF (Commission on Accreditation of Rehabilitation Facilities) standards.

· Coordinate and document all required safety activities and emergency drills in accordance with CARF guidelines.

EDUCATION & RELATED EXPERIENCE

· Bachelor's or Associate degree in sociology, psychology, social work, or other similar discipline; or high school diploma or equivalent and five years of experience with case management or nonprofit work is required.

· Experience working with people with disabilities is preferred.

· Knowledge of community services and resources, and knowledge of consumer service principles and practices is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

· Outstanding consumer service skills

· Excellent written and verbal communication skills.

· Highly organized with strong time management skills.

· Ability to maintain program integrity.

· Ability to read, write, and understand complex instructions.

· Ability to mediate and resolve conflicts effectively between opposing parties through negotiation and problem-solving.

· Ability to critically evaluate information for accuracy and usefulness.

· Ability to identify and solve complex problems.

· Proficiency with Microsoft products, databases, and other technology with comfort.

· Strict confidentiality in handling internal business matters and consumer information.

· Reliable transportation.

SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERS

This position has no supervisory responsibilities. However, the Service Liaison will be expected to interact daily with coworkers, consumers, and regulatory agencies.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk, hear, and see using close- and/or distance-vision, and use their hands to touch, grasp, or type. The employee may occasionally be required to reach with their hands and arms, walk, and lift or move objects up to 25 pounds. The employee will need to pack and move boxes as needed. Hand-eye coordination is necessary to operate computers and various pieces of office equipment.

WORKING CONDITIONS

Duties are typically performed in both an office environment and in community settings. The office work environment is usually a well-lighted environmentally controlled indoor environment with a moderate level of noise. The community setting may involve travel to consumer homes, schools, or other public venues, where conditions can vary based on location and accessibility. This role requires flexibility to adapt to diverse environments, including working with individuals who may have physical or cognitive impairments.

This is a full-time position, and the hours of work are Monday through Friday, from 8:00 a.m. to 5:00 p.m. Work hours may vary depending on operational activities and required duties; evening and weekend work may occasionally be required for special events or consumer needs. Some travel within the local community may be required to attend meetings, visit consumers, or participate in outreach activities.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information, or any other status protected under applicable local, state, or federal nondiscrimination laws.