The responsibilities of the Benefits Assistants are to collect the information from first time callers and enter the information into National Church Residences documentation system so that it can be used to do a Benefits Checkup.
Work Stations and Recording of Hours
Benefit Assistants will be assigned to specific workstations. They will be given folders with the user name and password for their workstation and will be asked to sign in at the beginning of every shift. Benefit Assistants should note both their start and end times, and at the end of their shift they will return this information to their Manager.
Benefits Assistants will log into the computer that has been assigned to them and they will open the documentation system. After logging into their computer programs, the Benefit Assistants will put on their heads sets and begin their duties. Benefit Assistants must log off documentation system every time they leave their work stations (breaks, lunch and end of work day).
The Benefits Assistants will follow the required script when taking calls. A copy of the script will be in every work station for easy access. All incoming calls should be answered, to the best of the volunteer’s ability.
Documentation of New Contacts in Documentation System:
Regardless of whether a client decides to give information for a Benefits Checkup, certain personal information must be gathered for each new caller. Specifically, volunteers need to collect the full name of each caller, as well as their phone number and, if possible, a physical address. This information will be documented in National Church Residences documentation system.
Volunteers will click the "New" button to get started, enter in the appropriate data and save the data with the correct status to clarify how to proceed. If a caller decides not to have a Benefits Checkup, the contact should be saved with a "completed status".
Collecting Information in Sales Force:
If a caller decides they would like to proceed with the Benefits Checkup, it is the role of the Benefits Assistant to obtain all of the personal information needed for the Benefits Checkup website. Volunteers will, after creating a contact account for the new caller, go through the question fields and obtain as much information from the caller as possible. It is especially important that the Benefits Assistant obtains information on the caller’s income and the benefits the caller is already receiving. Benefits Assistants should make notes with any additional relevant client information as well as any missing information that will need to be obtained for the Benefits Checkup. After entering all the required information Benefits Assistants will click on "Save" and they will enter the appropriate status to let the Benefits Checkup Specialists know which clients need follow up.
Close the Call:
After all information has been collected, the Benefits Assistant will inform the client that a Checkup Specialist will call them back to let them know the results of their Benefits Checkup and/ or to collect any missing information. Depending on the results of a client’s Benefits Checkup we may be able to help them apply for benefits they are eligible for. The Benefits Assistant should end the conversation using the standard closing from the script.
Our Mission: Originating from a Christian commitment of service, our mission is to provide high quality care, services and residential communities for all seniors. Our Vision: To advance better living for all seniors, enabling them to remain home for life. Our Promise: Excellence that transforms lives.
In 1961, the Reverend John R. Glenn and four Ohio Presbyterian churches formed National Church Residences out of a Christian commitment to serve older adults' housing, social, and human needs. Today, our success stands on that spiritual foundation.
Bristol Village in Waverly, Ohio, was National Church Residences' first housing community, and has grown to meet a full range of lifestyle needs, including independent living in more than 400 individual homes, supportive services in an 82-unit apartment complex, a 25-unit assisted living facility, and skilled nursing care in a 50-unit convalescent center. In 2001, Bristol Gardens, a 12-unit Alzheimer's care retreat, was added to the campus.
The year 2011 marked our 50th anniversary since the purchase of our flagship community in 1961. For more than 50 years, National Church Residences has seen explosive growth and forged dramatic inroads for seniors and families in need of safe, affordable, comfortable housing.