ADRC Options Counselor

Location: South Bend
Department: AAA
FLSA Status: Non-Exempt
Job Type: Full Time


This full-time, at-will position is responsible for providing information and options to individuals when they access the ADRC (Aging and Disability Resource Center).  This position provides resources, conducts Phone Options Counseling, conducts Face-to-Face Options Counseling, and Pre-Admission Screening (PAS) services.  This position provides decision support to inquirers while assisting them in making educated decisions about long term services and supports and about options available in the community to promote independence.  This position makes appropriate referrals and provides information and resources on specific programs that may benefit the individual.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

1)   Interact with individuals, families, and caregivers to provide guidance and options counseling as defined by the Division of Aging.

2)   Provide information to resources that may benefit the individual.

3)   Screen clients for potential eligibility for funding sources and programs.

4)   Assist in accessing home and community based services that would meet identified need(s).

5)   Conduct Phone Options Counseling and Face-to-Face Options Counseling services.

6)   Conduct PAS Assessments including Pre-Admission Screening Resident Review Level 1, the Level of Care determination tool, and assessment of individuals initially found not to meet nursing facility level of care.

7)   Serve individuals in a manner that is empowering, patient, compassionate, and person-centered.

8)   Identify the individual strengths, values, and preferences including identification of all current formal and informal supports.

9)   Complete required documentation and reports in an accurate, concise, and timely manner.

10)  Coordinate work flow and coverage with other agency staff members.

11)  Attend staff meetings and training sessions.

12)  Train agency staff members.

13)  Alert supervisor when consultation is needed.

14)  Travel throughout Area 2 as needed to perform essential duties.


An ADRC Options Counselor is responsible for performing interviews with inquirers to assess their needs and seek out community resources to meet unmet needs.  ADRC Options Counselors complete screenings that determine eligibility for programs and make recommendations for community services or alternate living arrangements based on the needs of the individual.  ADRC Options Counselors must be well-versed in the various funding sources, as well as resources and programs available in the community that are beneficial to the inquirer.  It is essential that work is completed in a quality and timely manner and in accordance with program standards and guidelines.  It is sometimes necessary to use some analysis and judgment in determining the best procedure to follow or how to best communicate information to caregivers and inquiries who may be in stressful situations.  Efficient and accurate work, documentation, reporting, and billing are critical.

An ADRC Options Counselor serves community members who contact REAL Services, Inc. via phone, email, walk-in, fax referral, web inquiries, and electronic referral.  ADRC Options Counselors are responsible for providing information, assistance, and referral, for conducting Phone Options Counseling, and for performing PASRR assessments.


Bachelor’s degree (BA or BS) from an accredited four-year college or university in any field or a license as a registered nurse with one year of experience in human services. This experience must include assessment, plan of care development, implementation, and monitoring.  Or, applicant may have a Master’s degree in a related field to substitute for the required experience.

An Associate’s degree may be considered with four or more years’ of experience in human services, assessment, service plan development, and implementation.

– Maintain ongoing Case Management certification


1)   Knowledge of in-home and community-based services, funding sources, and eligibility

2)   Knowledge of options, funding sources, services, resources, and information available through REAL Services and in the community

3)   Excellent communication skills, both orally and in writing with good interviewing skills

4)   Ability to convey difficult information to a client or family in a tactful and diplomatic manner

5)   Ability to assess specific needs on telephone; ability to develop rapport quickly and to empathize and understand individual behaviors

6)  Ability to organize information, prioritize assignments, complete tasks in a timely manner, and to use sound judgment

7)  Self-motivated; ability and attitude to work productively independently and cooperatively; to understand and relate to the needs of the individuals, Agency, and community partners

8)  Ability to follow instructions and procedures, to interpret information, including medical records, and to complete assigned tasks in accurate, concise, and detailed manner

9)  Ability to operate office equipment, including but not limited to phone, facsimile, copy machines, and computer equipment

10) Ability to use Microsoft Word, Access, Excel, Information & Referral Software, Resource Software, and State-mandated computer programs


The work demands sound judgment be exercised in selecting the most tactful approach in communicating with individuals.  All documentation must be accurate and timely.  Some of the work is repetitive in nature inasmuch as the same tools, forms, and procedures are utilized routinely, but does involve variables and considerations when dealing with diverse situations.  Contact is telephonic and face-to-face in the office and sites where individuals are met (homes, assisted living communities, skilled nursing facilities, public spaces, etc.)  Travel independently within Elkhart, Kosciusko, LaPorte, Marshall, and St. Joseph counties in Indiana is required.  May have to conduct appointments after normal business hours.



1) With various client, their families, and caregivers

2) With community professionals, staff at Skilled Nursing Facilities, and community agencies

3) With Agency staff members


The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is often seated, standing, climbing stairs, descending stairs or walking at will in a typical office setting, in clients’ homes, in healthcare facilities, and in public locations to meet with clients.  The employee is often driving to meet with clients.  Very limited physical effort required.

1) Valid driver’s license and a dependable vehicle required.

2) Regular and reoccurring travel to meetings, training, and client visits required.

3) Must meet the Agency’s required vehicle insurance coverage level at the time employment begins and maintain it throughout the duration of employment.

4) Effective hires starting 09.01.2020 and after: Password protected personal home internet access of a quality good enough so required duties may be performed.  Including, but not limited to, basic web browsing and data entry, conducting internet-based telephone and video calls, viewing webinars, and participating in online meetings.


1) Successful candidate must submit to a pre-employment drug screening, National Sex Offender registry check and a limited criminal history check.

2) Proof of educational credentials and any licensing is required at time of employment

3) This position has a 6 month probationary period

4) Must sign non-compete clause and confidentiality agreement

5) Must maintain current auto insurance declaration with the Agency at all times

6) Must learn and effectively use the State approved case management system and PAS software

7) Must learn and effectively use Visionlink or any other resource database utilized in the ADRC

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