Information, Assistance, and Referral Specialist
Information, Assistance, and Referral Specialist
Posted on :
05-07-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
05-07-2025
Job Description
Department
Info and Assistance
Position
Information Assistance and Referral Specialist
Reports to
HelpLine and Outreach Director
Position Summary:
Information Assistance and Referral Specialist staff is responsible for the direct provision of short-term caller requests for information referrals and assistance including mailings and face to face office visits as appropriate. This provision of service includes follow-up when necessary. Calls requiring lengthy assistance and ongoing assistance will be turned over to case management staff.
Provision of service will include doing agency computerized assessments and alerts when needed and inputting computerized caller data for practical and statistical purposes.
Callers can be anyone including those who need the service caregivers community providers and officials needing information about senior or disabled services.
Information Assistance and Referral Specialist staff work as a team to provide 8 hours coverage daily during the work week for our Helpline (warm line). We are not an emergency service provider.
Responsbilities:
- Coordinate incoming calls and walk-in needs with HelpLine team members to ensure effective and efficient delivery of services
- Maintain up to date knowledge of available resources and services to facilitate appropriate referrals
- Complete effective assessments of caller needs and work with clients to assist with decision making and understanding their future needs and options
- Provide 3Squares application assistance and submit to Department of Child and Family Services (DCF) and assist with other public benefits
- Complete Medicare drug plan comparisons during the Medicare open enrollment period and at other times throughout the year as needed.
- Complete the annual 2-1-1 review of Senior Solutions programs.
- Maintain and disseminate an up-to-date version of the cheat sheet which is used throughout Senior Solutions and partner agencies.
- Complete options counseling training; provide options counseling services to clients as needed
- Complete trainings as assigned by manager and other agency leadership
- Effective and accurate data entry Peer Place which includes caller information and information and statistics used in reporting.
- Work well with Senior Helpline Team senior management administrative staff and contractual agencies to resolve client problems and technical database issues within appropriate time frames when possible.
- Attend monthly 3Squares workgroup meetings
- Screen ongoing flow of information related to new and changing programs and resources.
- Other duties as assigned
Requirements and Skills
- Adept at working in coordination as part of a team.
- Be comfortable asking callers open-ended questions and able to foster self-empowerment.
- Ability to communicate effectively on the telephone in person and in writing with elders people with disabilities families caregivers provider agencies and Senior Solutions field staff.
- Strong computer skills with a high degree of proficiency in the use of phone and computer simultaneously for data entry.
- Ability to learn new skills quickly with a high degree of comfort working with and maintaining complex databases and phone systems.
- Capacity to understand technical user problems that arise within computerized databases and work to resolve these problems with others.
- Comfortable with change in assignments
- Excellent organizational skills and ability to effectively manage a large fast-paced workload with frequent interruptions.
- Active listening mediation and negotiating skills.
- Have a strong understanding of the need to ask questions and seek guidance as needed.
- Ability to be assertive and use sound judgment in dealing with difficult and stressful situations.
- Ability to learn and work with complex written regulations.
- Ability to understand the need for privacy and to maintain client confidentiality.
Qualifications:
- Education/Experience
- Bachelors degree preferably with a human service orientation with at least two years of social service or related experience. A combination of education and/or experience from which comparable knowledge and skills are acquired may be substituted for the degree requirement.
- Strong telephone experience with use of conferencing with state and local partnering agencies.
- Experience working with elders and younger people with disabilities preferred.
Physical Demands/Working Conditions:
- Travels to meetings and to visit with direct reports or have a valid drivers license and access to reliable transportation.
- Ability to occasionally lift and/or carry objects weighing up to 25 pounds.
- Work environment involves minimal exposure to physical risks.
- Recordkeeping and administrative work are normally performed in a typical interior/office work environment.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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