Information Specialist Coordinator

Job Description

Job Description

Description:

The Christopher & Dana Reeve Foundation is dedicated to curing spinal cord injury by advancing innovative research and improving quality of life for individuals and families impacted by paralysis. Its National Paralysis Resource Center (NPRC) provides trusted information, real-time help, peer and family support, community investment, outreach, education, partnerships, and performance-driven services nationwide. It provides the most comprehensive knowledge, tools, and services for individuals impacted by paralysis through a dedicated Information Specialist team. 

Today, we seek a full-time Information Specialist (IS) Coordinator for the National Paralysis Resource Center (NPRC). This individual will provide information and referral services to people with paralysis, their families, and their caregivers. This position is responsible for using resources (for example, fact sheets, educational materials, and customized research) to answer client questions and help them navigate the complexities of paralysis. The coordinator will use approved tools and our client database to support timely responses, consistent documentation, and simple reporting that helps the team learn from its work.

Note: this is a remote position for a US Based employee, who is available for a 9AM to 5PM Eastern Time work schedule

Position Snapshot

The individual is responsible for performing job duties, interacting with the community and coworkers, and managing oneself in a manner consistent with, and in support of, the organization’s mission and core values.

This position is primarily remote with standard hours of 9:00 a.m.–5:00 p.m. Occasional on-site presence at the Short Hills, NJ office may be requested (for example, team meetings, trainings, or other program needs). Advance notice will be provided whenever practicable.

Job Responsibilities

• Respond to inquiries via phone, email, chat, and mail; record complete, accurate data in the CRM.
• Provide materials and guidance; compile and send information packets using approved templates and the knowledge base.
• Contribute to the Foundation’s social media presence by posting and responding across current and emerging platforms (e.g., Facebook, Instagram, LinkedIn, X/Twitter, TikTok), coordinating with staff to ensure timely replies, accessible captions/alt text, and accuracy.
• Use approved scheduling tools to plan and publish posts.
• Apply approved templates to maintain consistency and accessibility.
• Leverage approved chatbot/search assistants to locate resources and draft responses, per manager approval.
• Moderate Nurse Linda and other webinars to support the speaker and promote NPRC services.
• Perform literature searches to customize answers; forward new resources for inclusion in fact sheets and the knowledge base.
• Participate in testing client-database features; follow data-entry standards that support simple dashboards and quality checks.
• Write case summaries showing the impact of IS assistance.
• Collaborate across departments to leverage the Foundation’s full range of expertise and service in support of our clients

Additionally, this individual will perform periodic accountabilities such as:

• Exhibit at national conferences to promote and explain NPRC services.
• Attend webinars and in-service sessions to expand knowledge in paralysis and disability fields.
• Participate in the internal review committee for Quality-of-Life grant approvals.

Required Qualifications

• Two-year college degree required.
• Ability to obtain and maintain accreditation as a Community Resource Specialist in Aging and Disability by InformUSA.
• Excellent telephone etiquette; high comfort level communicating via phone.
• Interest in assisting individuals living with paralysis, their families, and caregivers.
• Empathy, compassion, and the ability to establish rapport quickly.
• Organized, detail-oriented; able to multitask and prioritize cases.
• Openness to approved AI-enabled tools (e.g., chatbot/search assistants) to support research, drafting, and triage—per manager approval.

Language Skills

• Excellent verbal, written, and communication skills required.

Computer/Technical Skills

• Intermediate level MS Office Suite skills.
• Working knowledge of major social platforms (e.g., Facebook, Instagram, LinkedIn, X/Twitter, TikTok).
• Advanced data-entry skills with careful attention to CRM/client database accuracy.
• Comfort using approved templates, a knowledge base, and search/chat assistants to improve speed and consistency; follow manager guidance for new features and workflows.
• Familiarity with approved AI helpers (e.g., chatbot workflows, AI-aided search, summarization); willingness to learn features introduced with guardrails.
• Willingness to follow data standards enabling simple dashboards and routine quality checks.

Preferred Qualifications

• Four-year college degree preferred
• One to three years’ experience in a related field (such as nonprofit program services, health advocacy, community resources, or client support) or equivalent combination of education and experience
• Direct personal or professional familiarity with the paralysis community or other disability-related fields is highly valued. 
• Salesforce experience
• Experience using CRM dashboards or basic analytics; experience applying approved AI helpers in a service/helpdesk environment.

Travel

• Occasional travel for IS trainings or conferences to work at an exhibit booth.
• Travel two to four times per year by plane, train, or automobile, with some overnight stays.
• Occasional travel to the Foundation’s Short Hills, NJ headquarters for meetings, training, or organization events (e.g., all-staff gatherings or events).

Physical Demands/Office Environment

This position is primarily a sedentary, remote role, but includes periodic physical activity. As noted, the role includes occasional travel to conferences and periodic on-site activity at the Foundation's headquarters. They will need to be able to lift up to 20-lbs.

• During travel: The individual must be able to set up (or support) with live events, including exhibit booths, presenter stages, and displays.
• During on-site work at headquarters: The individual may occasionally need to move about inside the office to liaise with staff, access files, and use office machinery.

Foundation is an equal opportunity employer.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without a reasonable accommodation. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

The Foundation is committed to providing a work environment free of harassment and discrimination that supports individual dignity and respect.