Family Resource and Help Desk Assistant

Agency Summary:

Lifeworks is a nonprofit organization dedicated to ensuring that individuals with autism lead healthy and enriched lives by providing essential clinical services across the lifespan. Founded in 2013, Lifeworks provides residential, vocational, and educational opportunities for adults throughout Northeast Ohio with a diagnosis of autism. Among its array of services, the agency offers behavioral health and Applied Behavior Analytic services for individuals of all ages who are on the spectrum.

Position Summary:

The Family Resource & Helpdesk Assistant supports the Resource and Information Coordinator in welcoming and guiding families, caregivers, and community members who reach out to Lifeworks Autism Services. This role helps answer questions, share resources, connect individuals to services, and assist with intake processes. In addition, the Assistant plays a key role in outreach efforts and provides multilingual support to ensure families from diverse backgrounds feel informed, supported, and included.

Responsibilities Include:

• Family & Community Support:
  • Respond to incoming calls and inquiries with warmth, professionalism, and an understanding of autism-related needs,
  • Share resource information and connect families to Lifeworks programs or trusted community partners,
  • Serve as a connector, helping individuals and families navigate available service options with Lifeworks Autism Services (and/or peer make peer referrals when appropriate),
  • Assist with eligibility checks and intake steps to help families begin services smoothly, and
  • Support accurate entry of client information into the electronic health record if applicable.
• Outreach & Communication:
  • Assist with outreach activities such as community events, resource fairs and family engagement initiatives,
  • Help keep the website communication channels up to date with announcements, resources and program information, and
  • Share information in ways that are clear and accessible to families.
• Multilingual Support:
  • Provide interpretation and translation services for families who prefer to communicate in a language other than English,
  • Ensure that families from multilingual and multicultural communities can fully access information and services,
  • Partner with the Coordinator and staff to make services more welcoming and inclusive, and
  • Collect and analyze feedback to evaluate training effectiveness and recommend improvements.
• Administrative Support
  • Maintain accurate records of family inquiries, referrals and follow-ups,
  • Assist in preparing reports on Helpdesk activity and outreach,
  • Protect client confidentiality and follow HIPAA requirements at all times, and
  • Participate in trainings, team meetings, and quality improvement initiatives to enhance the Helpdesk’s effectiveness.

Qualifications:

• Bachelor’s degree in Education, Special Education, Psychology, Social Work, Behavioral Sciences or related field preferred.
• Bilingual or multilingual abilities strongly preferred
• Experience working with Individuals with autism spectrum disorder and their families preferred.

Benefits:

At Lifeworks, we prioritize our employees and their wellbeing. We provide competitive benefit options to our employees and their families, including domestic partners and pets.

Our offerings include:

• Comprehensive health and Rx plans, including a zero-cost option.
• Wellness program including free preventative care
• Generous paid time off and holidays
• 50% tuition reduction at Case Western Reserve University for the MNO and MSW programs
• Defined benefit pension plan
• 403(b) retirement plan
• Pet insurance
• Employer paid life insurance and long-term disability
• Employee Assistance Program
• Support for continuing education and credential renewal
• Ancillary benefits including: dental, vision, voluntary life, short term disability, hospital indemnity, accident, critical illness
• Flexible Spending Account for Health and Dependent Care