Client Services Liaison (Self-Directed Services Specialist)
CenterCenter for Community Services
GroupAging & Independence Services
Salary Range$49,441-$84,049


The Atlanta Regional Commission (ARC) is the regional planning and intergovernmental coordination agency that focuses on issues critical to the region’s success, including growth and development, transportation, water resources, services for older adults and workforce solutions. ARC is dedicated to unifying the region’s collective resources to prepare the metropolitan area for a prosperous future. This is done through professional planning initiatives, the provision of objective information, and the involvement of the community in collaborative partnerships.

The Client Services Liaison will be responsible for managing all aspects of Self-Directed Services programs to include client eligibility and enrollment, initial and ongoing coaching and support of clients enrolled, budgets and billing, and effective communication with the Fiscal Intermediary Service (FIS).

This time-limited position is primarily funded with the CARES Act funding and may end on or before September 30, 2021 (the duration of the CARES Act FUNDING) with eligibility of partial benefits. This role is home-based and reliable transportation is required.


  • Provide telephone or face-to-face consultation to determine program eligibility; assess the needs of clients using a person-centered approach to determine resource options; and perform pre-screening to determine program eligibility;
  • Conduct individualized research to determine resources to meet client needs; make referral and link clients and/or caregivers with resources;
  • Understand and complete enrollment and employer packets with the client and/or authorized representative;
  • Educate clients and authorized representatives on the basis of self-directed care, responsibilities of each party, and monthly submission requirements;
  • Review, approve, and submit initial and monthly submissions to FIS;
  • Communicate regularly with FIS to ensure streamlined workflow, payments, and approvals;
  • Assess client’s needs and work with him/her to create a support plan to include a monthly budget and any fees for FIS;
  • Review support plan with client regularly to identify new or additional needs and/or changes to the budget;
  • Conduct follow-up with clients to ensure resources are received, are appropriate, and individual outcomes are achieved;
  • Document client interactions in client management system including assessment, identified needs, referrals, and outcome;
  • Work with the Consumer Information Unit Manager to identify program priorities, outcomes, and sustainable expansion models;
  • Utilize data and emerging technologies to analyze and identify trends and best practices to maximize program efficiency; make recommendations for program and reporting improvements; and, where appropriate, expand the vision, sustainability, and scope of the program;
  • Oversee program budgets and related reporting and invoicing;
  • Collaborate and engage with community partners to facilitate ease of access to self-directed service, strengthen relationships, and identify new program opportunities to address emerging issues;
  • Prepare reports and documents; gather and analyze data; make presentations to community groups, stakeholders, partners, and elected officials;
  • Develop, update, and implement operating policies, procedures, and protocols;
  • Perform other duties as assigned to support agency goals and objectives.


  • Knowledge and understanding of social service resources for population served including networks and community resources;
  • Knowledge of local, state, and federal laws and regulations;
  • Knowledge of aging, disability, and long-term care delivery networks;
  • Knowledge of programs/services funded through Medicaid, Medicare, and/or private health insurance;
  • Skill in planning, implementing, and managing self-directed program components;
  • Skill in developing and managing client budgets and invoices;
  • Skill in interpreting complex documents and processes and communicating those with clients enrolled in self-directed programs in a way that is easily understood;
  • Ability to ensure compliance and continual improvement of programs;
  • Ability to identify and/or analyze program trends and communicate with leadership team;
  • Possess strong organizational skills and attention to detail; excellent written and verbal communication skills;
  • Proficiency with Microsoft Office software applications and client-related databases.


    MINIMUM QUALIFICATIONS (equivalent combination acceptable): 

    • Bachelor’s degree in social work, human services, gerontology, or related field
    • One (1) year of related counseling or client advocacy or information/referral experience in mental health, aging or disability services


    • Master’s degree in social work, gerontology, or related field
    • Self-directed program experience or related experience in program implementation, or other related programs


    In addition to the detailed examples of responsibilities and abilities contained herein, all employees of the Atlanta Regional Commission are expected to model behavior consistent with the guiding principles outlined in our Evolution Strategy. Specifically, incumbents are responsible for demonstrating work habits that are:

    1. Interdisciplinary by promoting professional and interpersonal connections and integration across functional disciplines;
    2. Holistic by seeking expertise within the team, Group, or Agency to produce his/her work output, and demonstrating a strong understanding of and support for interrelationships between their work and the work of others in the team, Group, or Agency;
    3. Actionable by continuously striving to improve his/her capabilities to produce sustainable outcomes, and displaying a strong need for achievement and a high energy level to attain goals;
    4. Outcome Based by taking the initiative to meet goals and expectations, and consistently striving to produce tangible results with significant visible impact, and;
    5. Targeted toward Ensuring Colleagues' Success by willingly and deliberately providing his/her expertise to others in an effort to build and sustain effective internal and external working relationships, and by modeling behaviors that consistently demonstrate concern for colleagues' success, needs, respect, trust and integrity.