Client Connection Professional (CCP) Level 2

Job Title: Client Connection Professional (CCP) Level 2
Department:  Community Learning Center
Reports To: Community Learning Center Director
FLSA Status: Non-Exempt

Summary

The Client Connection Professional Level 2 provides coaching, assistance, instruction, support, and advocacy to individuals with intellectual and developmental disabilities in a virtual setting or by phone or other approved format. The CCP Level 2 facilitates services and connections for Day Program clients so they may continue making progress toward their individualized goals and pursue their interests. The CCP Level 2 may use a variety of media, technology, curriculum, and creative methods to adapt to each client’s unique situation and ensure that they continue to make progress learning from home.

The Level 2 position may include additional knowledge or experience in one or more areas* such as, but not limited to: technical support for co-workers and clients, authorization tracking and billing, timekeeping and attendance, client customer service, review of progress notes and ISPs, preparation for and participation in virtual ISPs, upkeep of files and documentation, and/or creative and innovative development of learning opportunities for the clients.

Essential Duties & Responsibilities

1. Contacts assigned clients on regular basis as directed by supervisor. Interacts with family members, care givers, or other support staff as needed to have facilitated communication and support for the client.
2. Participates in daily calls with co-workers, and supervisors. Participates in discussions and offers ideas and support to co-workers. Serves as Zoom Host or Assistant Host for group meetings and chat groups as assigned.
3. Encourages clients to follow daily schedule as outlined on New Horizons website or in weekly packet of activities that is mailed or dropped off to the clients.
4. Uses a variety of creative ways to connect with the client, such as Zoom, online classes, chat groups, packet drop offs and visits from the street through window.
5. Participates in the consumer’s IPP meeting as the Team Lead as assigned by supervisor.
6. Provides appropriate moral support and encouragement, instruction, coaching, counseling, mentoring, and advocacy as needed for the person to maintain relationships and/or increase skills during this interim period.
7. Reviews the consumers’ performance with each consumer on an on-going basis and works with each consumer on targeted areas needing improvement.
8. Documents daily contacts, interactions, and services provided to the clients on the daily report form, at the end of each shift, for each assigned client. Provides daily accounting of how time was spent when clocked in to Novatime.
9. Participates in trainings as directed by supervisor. This may include agency and program-specific trainings, classes to increase competencies and improve computer skills, and learning specific computer applications.
10. Serves as Team Lead in specialized areas* as assigned for the CCP Level 2 position.

Other Duties & Responsibilities

1. Assists with developing curriculum and creative learning opportunities for clients in accordance with personal interests and experience.
2. Participates in cross-training opportunities and support for essential programs.
3. Assists with design and organization of future classrooms, in compliance with CDC directives, per direction of supervisor.
4. Helps prepare for CARF survey as directed by CARF Coordinator.
5. Maintains the highest professional and ethical standards at all times.
6. Supports the Agency’s mission and partners with others to accomplish the mission.
7. Performs additional duties, as assigned.

Supervisory Responsibilities

This position has no direct supervisory responsibilities. The CCP Level 2 may serve as Team Lead in various capacities as assigned by supervisor.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The individual must be able to become proficient in the use of agency-provided devices, such as Surface Pro tablet, and in the use of applications such as Outlook, Teams, Google docs, Zoom, GoToMeeting, and other applications as directed.

The individual must have excellent oral communication skills to engage clients over the phone or in virtual settings. The individual must have basic knowledge of and be able to demonstrate appropriate communication and interaction styles for individuals with special needs.

Education and/or Experience

A high school diploma or equivalent; one year of experience working with adults with developmental disabilities is preferred.

Language Skills

Ability to receive instructions in English and ability to communicate in English in virtual settings and by phone. Being bilingual in Spanish is advantageous but not required. Ability to clearly an accurately document in English the daily contacts and activities with clients. Both oral and written English competency is required.

Physical Demands

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 the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 10 pounds.