Resource and Information Coordinator

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 Resource & Information Coordinator serves as the first point of contact for families, caregivers, and community partners seeking information and support regarding autism and related services. This role is responsible for fielding incoming calls, providing resource information, making peer referrals, and/or connecting individuals to Lifeworks’ service areas. The Coordinator also manages client intake processes by verifying eligibility, pre-admitting clients into the electronic health record (EHR), and ensuring a smooth transition into appropriate services or treatment delivery where applicable.  In addition, this role supports the agency’s website by responding to inquiries, posting timely updates, and maintaining accurate resource information for public access.

Responsibilities Include:

• Client Support & Resource Navigation:
  • Respond to incoming calls and inquiries with professionalism, empathy and autism-specific knowledge,
  • Provide accurate resource information regarding autism services, supports and community resources,
  • Make appropriate referrals to internal programs or external partners to address client needs, and
  • Serve as a connector, helping individuals and families navigate available service options with Lifeworks Autism Services (and/or peer make peer referrals when appropriate).
• Intake & Eligibility:
  • Collect necessary information to determine service eligibility,
  • Complete eligibility verification and documentation according to agency standards and payer requirements,
  • Pre-admit clients into the electronic health record, ensuring all required information is accurate and complete prior to service or treatment initiation, and
  • Collaborate with program staff to support seamless client onboarding and reduce barriers to care.
• Program Support & Collaboration:
  • Work closely with program leadership to assess organizational training needs and implement strategies that support workforce development,
  • Collaborate with internal teams to identify opportunities for training that strengthen service delivery and community partnerships,
  • Collaborate with the agency’s leadership and partners to explore grant-funded training opportunities and requests for proposals, and
  • Collect and analyze feedback to evaluate training effectiveness and recommend improvements.
• Website Communication & Management:
  • Respond to emails and inquiries submitted through the agencies websites (Lifeworks & Milestones),
  • Post program updates, announcements, and resources to ensure the website reflects current services and opportunities,
  • Maintain accuracy and accessibility of information posted online, in coordination with leadership, and
  • Support visibility of events, trainings, and agency initiatives through web updates.
• Administrative & Data Management:
  • Maintain detailed records of all inquiries, referrals and service connections,
  • Track call volume, referral patterns and service access data for reporting purposes,
  • Identify gaps in community knowledge or resources and provide feedback to leadership, and
  • Uphold confidentiality standards and HIPPA compliance at all times.
• Collaboration & Outreach:
  • Work closely with clinical and program staff to ensure families are connected quickly and effectively to services,
  • Develop and maintain knowledge of local, regional and national autism-related resources,
  • Participate in trainings, team meetings, and quality improvement initiatives to enhance the Helpdesk’s effectiveness, and
  • Provide standard business hours with flexibility for occasional evenings or weekends on outreach activities and events.

Qualifications:

• Bachelor’s degree in Education, Special Education, Psychology, Social Work, Behavioral Sciences or related field preferred.
• Experience working with individuals with autism spectrum disorders and/or developmental disabilities strongly preferred.