The Regional Liaison is responsible to the State Health Insurance Assistant Program (SHIP) for:

Ensuring Community Partners are equipped to provide effective counseling,Recruitment and retention of a diverse, sufficient, and effective volunteer workforce,Promoting awareness, knowledge, and visibility of the program, andImplementing program policies, processes, and procedures to enable effective management.One must demonstrate the ability to plan, organize, implement plans, and report progress toward meeting established performance measures and the mission of the SHIP Program.

One must be knowledgeable and stay current regarding Medicare topics. This person must demonstrate the ability to plan and organize multiple activities and develop collaborative relationships with volunteers and the community.

Be responsive to the needs of clients and their expectations as customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Coordination and Reports

Develop and implement an annual regional plan and Performance Goals with the supervisor.

Provide monthly reports regarding updates on the regional plan, including but not limited to review and response to internal quality and tracking review reports such as updates on temp inactive partners and volunteers, Community Partners agreement status, MIPPA, volunteer recruitment activities, community Partner Activities, and outreach events using appropriate reporting tools.

Meet and exceed performance goals for assigned region(s) by coordinating with local partners and volunteers, appropriately reporting activities, and creating strategies to meet performance goals. At a minimum, performance related to SHIP performance measures should be reviewed with community partners annually.

Participate in organizational team meetings (in person or via teleconference) and other meetings as assigned.

As questions and issues arise, serve as a liaison with collaborating organizations, state agencies, legislators, and providers within the assigned region in coordination with the Executive Director.

Act as spokesperson with local media at events or when prearranged and approved by the Executive Director.

Community Partner Responsibilities

Develop strategies to meet the assigned region's Community Partner program recruitment and retention goals.

Complete appropriate paperwork with potential new Community Partners to establish a Memorandum of Understanding for the type of partnership appropriate to the scope of work.

Coordinate and maintain working relationships with Community Partners, including assessing activities, assessing the organizations ability to carry out responsibilities as a partner, engaging with partner staff, monitoring activities on an ongoing basis, outreach, and discussing status reports according to scheduled renewal timelines.

Hold annual visit assessments with all Community Partners. Document appropriately.

Maintain at least one phone contact with Community Partner staff bi-monthly. Document appropriately. Contact Friend of Missouri SHIP partners annually and as needed to plan enrollment events, presentations, etc.

Provide technical and motivational support to Community Partners.

Coordinate with SHIP administrative staff to prepare timely correspondence with Community Partners such as financial agreement payments.

Counselor/Volunteer Responsibilities

Recruitment

Develop a volunteer recruitment plan, collaborating with Community Partners and local resources.

Complete appropriate paperwork for the screening process, including interview/assessment, reference check, and appropriate background-check paperwork.

Facilitate/support enrollment into initial counselor training and ongoing continuing education training for counselors/volunteers with the training team to ensure they receive appropriate training to succeed in their positions. Remind counselors of deadlines and have periodic conversa ions about training opportunities, compliance with certification requirements, etc.

Follow protocol for potential counselors/volunteers to ensure the best match with a partner site.

Retention

Support a counselor/volunteer team within the assigned region(s).

Provide technical and motivational support for counselors.

Monitor, support, and ensure counselors/volunteers report accurately and promptly. Document volunteers activities (i.e., discussions, special notes, changes in status) promptly.

Monitor and follow up with counselors/volunteers regarding contact reporting, temporary inactive status, and policy adherence.

According to established procedures, assist with conflict resolution among clients and counselors/volunteers, involving supervisors as needed.

Plan informal volunteer recognition activities to recognize volunteers' contributions, and, in partnership with the team, plan more formal recognition. Pay special attention to community volunteers (separate from in-kind).

Assist in the evaluation of each volunteer on an annual basis as part of the certification process.

Meet recruitment and retention goals for assigned region(s).

Management of Counseling Referrals

Actively monitor SHIPtools referralsdaily at a minimum. Assign referrals to counselorsas neededto meet customer service expectations.

Remind Community Partner sites or individual counselors of referrals that need attention, including those in client contacted status as well as open referrals.

Communicate with colleagues when necessary to request assistance when needed as regional referral volume exceeds capacity.

Arrange coverage during absences for urgent referrals or regional referral monitoring when absent for multiple days.

Manageoverflowreferrals for counselingdaily at a minimumto ensure clients are served.

Ensure referrals are addressedin order of dateand according to guidance.

Handle referrals assigneddirectly to the regional liaisonin a timely manner.

Support Community Partner volunteer coordinators in managing assignment of referrals to their counselors.

Group Outreach and Education Responsibilities

Promote the program and services within the assigned region(s) using a variety of approved tactics and strategies.

In partnership with the outreach coordinator, Community Partners, and volunteers, develop a written regional outreach plan annually, including OEP events and centers. Before committing, consider how many staff and volunteer resources are available.

Develop and perform educational presentations on Medicare for social services, employer groups, state agencies, and beneficiaries.

Respond promptly to requests for presentations (speakers requests) to ensure responses are timely and communication is thorough.

Represent SHIP at health fairs, booths, conferences, media, and other public events as assigned.

Update the calendar of scheduled outreach events in SHIPtools for the assigned region(s).

Ensure monthly documentation of all group outreach and education activities in SHIPtools to ensure accurate reporting, including the number of event attendees after the event.

Counseling and Mentoring

Maintain SHIP certification. Mentor counselors as needed and request assistance from colleagues and experienced counselors when required.

Other Duties

Complete timesheets and expense vouchers promptly.

Supervisory Responsibilities

This job has no supervisory responsibilities.