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Resource Center Team Lead - Aging

Date: Nov 27, 2021

Location: Wichita, KS, US

Company: Sedgwick County

Department:  Aging 

Pay:  $16.98 per hour 

Work Schedule: 8am - 5pm, Mon - Fri - Work from Home May be Available 


Performs supervisory duties/functions and oversee the daily operation of the Aging and Disability Resource Center Call Center while assisting with call management. Perform general informational duties in the statewide Aging and Disability Resource Center (ADRC) Call Center. Provide assistance and information to the general public and professionals via telephone and email regarding programs and resources available to people of all ages and abilities. Provide immediate answers and route to appropriate individuals when necessary. Employee utilizes extensive knowledge of Medicaid programs with considerable knowledge in the areas of aging, physical disabilities (PD), and brain injury (BI) services and programs to assist callers with their needs. Staff will also provide information on other resources and topics including developmental disability and mental health services. Call Center staff resolves problems efficiently and refer callers in need of more extensive information/service to the appropriate contact.


Oversee Call Center activities including call management, call monitoring, data review and data collection and adhering to funding requirements.

  • Evaluate, coach and train staff
  • Call monitoring reviews to ensure quality service
  • Maintain daily/weekly/monthly records on call volume, response time and problem resolution and employee performance.


Supervise program staff and maintain oversight on service provided, quality of work and staff activities.

  • Actively assist with performing call center duties
  • One on one staff coaching regarding service provided, call performance, strengths, challenges or resources
  • Schedule staff, manage time off and maintain adequate call center coverage


Assist with educational needs to enhance their call center skills.

  • Provide, coordinate or encourage continuing training for staff to enhance staff’s skills/knowledge


Minimum Qualifications: Associate’s degree from an accredited college or university in Social Work, Gerontology, Human Service, Public Administration, or related field of study -OR- Three (3) years’ of relevant experience in social services and high school diploma or state approved equivalent. Minimum of three (3) years’ of experience in field of aging, physical disabilities, and/or brain injury. Minimum of two (2) years’ supervisory experience, and two (2) years’ customer service experience. Intermediate or advanced computer skills needed in Microsoft Word, Outlook, and Excel.


Preferred Qualifications: Bachelor’s degree from an accredited college or university in Social Work, Gerontology, Human Service, Public Administration, or another related field. Five (5) years’ experience working in the field of aging, physical disability/ brain injury; Three (3) years’ supervisory experience in a call center; and Three (3) years customer service experience. Experience working for an Area Agency on Aging (AAA) a plus. AIRS, Information and Referral Certification. Bilingual skills a plus.


It is the policy of Sedgwick County not to discriminate in its programs or services provided to the general public, including employment and all other activities, on the basis of race, color, religion, national origin, citizenship, sex, age, disability, veteran status or any other similarly protected status. Sedgwick County is committed to making the application, interview, and pre-employment testing process accessible to persons with disabilities. If you wish to volunteer information regarding any special assistance you may need, please notify Human Resources by phone at (316) 660-7050, TDD (Kansas Relay at 711 or 800-766-3777). Do not use this phone number for employment questions. This number is provided only for those requiring ADA assistance. You will be contacted should the department feel that you are a qualified candidate.

Nearest Major Market: Wichita

Job Segment: Manager, Call Center, Management, Bilingual, Customer Service