Information and Assistance Specialist

Under general direction of the Aging Disabilities Resource Center (ADRC) Supervisor the Information and Assistance Specialist position provides the general public but particularly adults who are elderly or have a disability with information and assistance to a wide range of community resources; helps inform and educate people about their options; assists in connecting them to programs and services including public and privately funded options. The Information and Assistance Specialist assesses the needs of clients and families empowers them to make choices for themselves connects them to resources to meet those needs and follows up to determine if needs were met. Supervision is received from the ADRCSupervisor but many aspects of the duties require independent judgment and discretion.

Essential Duties: These duties represent the typical duties and responsibilities assigned to this position but may not be inclusive of all tasks performed.
Customer Service and Consumer Engagement

• Create a welcoming and relaxed environment for consumers
• Ensure consumer satisfaction through empathetic and responsive service.
• Represent the ADRC professionally in all interactions.

• Use interviewing techniques to identify both immediate and long-term needs.
• Clarify and summarize consumer concerns and goals.
• Explore underlying issues beyond the presenting problem.

• Research and evaluate public and private programs and services.
• Provide clear prioritized options tailored to consumer needs.
• Assist with referrals and applications including eligibility guidance.

• Advocate for consumers when barriers to access arise.
• Provide follow-up to assess outcomes and offer continued support.
• Assist with transitions such as youth moving from school to adult services.

• Develop consumer-driven action plans.
• Maintain accurate records of interactions and services provided.

• Provide information on publicly funded long-term care programs.
• Assist with eligibility and enrollment processes.
• Administer and maintain certification for the Long-Term Care Functional Screen.

• Participate in outreach marketing and educational activities.
• Represent the ADRC in community events and advisory groups.
• Contribute to program development and quality improvement initiatives.

• Arrange work hours to meet consumer needs including home visits.
• Adapt to changing schedules and service demands.

• Participate in quality improvement projects.
• Maintain required certifications and engage in ongoing training.

Education: Bachelors degree from an accredited college or university in Social Work or a closely related field is required.
Preferred Credentials: Preference will be given to candidates who are currently certified as a Social Worker in the State of Wisconsin and who have at least three years of progressively responsible experience in direct service roles. Experience should demonstrate a strong understanding of services and supports for older adults individuals with developmental or physical disabilities or those living with mental illness.
Knowledge & Skills:

• Comprehensive understanding of the mission functions and policies of Aging and Disability Resource Centers (ADRCs).
• Familiarity with long-term care options and the ADRCs role in supporting individuals who are aging and/or living with disabilities.
• Proficiency in telephone communication and etiquette.
• Strong interpersonal and communication skills including active listening and effective interviewing techniques.
• Sensitivity to and ability to accommodate individuals with hearing language or cognitive challenges.
• Ability to assess and respond appropriately to emergency situations.

• Must possess a valid drivers license or have reliable access to transportation to meet the needs of the position including home visits and community outreach

Physical Requirements: The physical demands 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 regularly required to use hands to finger handle or feel objects tools or controls. The employee frequently is required to stand walk sit and reach with hands and arms. The employee is occasionally required to climb or balance; stoop kneel crouch or crawl; talk or hear; and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision and depth perception.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing this position employees will be exposed to typical Wisconsin conditions as well as conditions that would be found in client homes. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
EEO Statement:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.
ADA Statement (Reasonable Accommodations):
We are committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation during the application process please contact Human Resources at