Senior I R Specialist

General Summary Under direction of the Call Center Manager, the Senior Information & Referral Specialist (Senior I&R Specialist) is responsible for delivering consistent and professional service to customers with health, human and social service needs via telephone, in person, e-mail or other forms of communication. The Senior I&R Specialist will assess and refer customers to appropriate services. Customer needs range from requests for simple information to complex cases with multiple needs requiring research, advocacy and crisis intervention. The Senior I&R Specialist will also perform data entry operations. Essential Duties & Responsibilities The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. Completes phone-based assessments to provide high quality information, referral, advocacy and systems navigation for social and health services programs. Answers incoming calls on an assigned schedule, assessing caller’s needs and making accurate referrals to appropriate community resources. Utilizes program related tools to assess, triage, and make referrals to an appropriate level of care. Collaborates with internal and external stakeholders to provide access to housing-focused community resources and homelessness prevention services. Develops working knowledge of health and human services network, with a focus on rent, housing, legal, financial and seasonal tax programs to help clients effectively access services. Obtains and maintains Certified Information & Referral (CIRS) certification when eligible. Assesses and screens for benefits eligibility, offering application assistance as appropriate. Follows up with clients to determine if referrals resulted in needs being met. Inputs data collected by clients to provide community resource planning and needs assessments. Enters, maintains, and analyzes client information within department mandated Client Relationship Management (CRM) systems, including but not limited to the HomelessManagement Information System (HMIS) and iCarol. Schedules follow-up interactions with clients/CAS Specialists for Coordinated Access Systems assessments and services. Assesses and responds to client needs using active listening skills, conversational intent and a high level of empathy. Supports service delivery in instances of both local and regional disaster/emergency services activation. Adheres to all county, state and federal standards and contractual requirements for client confidentiality including but not limited to standards set by The California Department of Aging: Information Security and CalFresh Privacy and Security standards. Other Duties / Responsibilities Assists Call Center Management with evaluation of special projects. Assists with staff onboarding via call shadowing. Ensures compliance with all Community Link and Goodwill Industries of Sacramento Valley and Northern Nevada policies, CARF standards, and safety and security regulations. Participates in ongoing professional development on topics including but not limited to Housing Problem‑Solving, Person‑Centered Care, Motivational Interviewing, Housing First Model, and the Social Determinants of Health. Develops and maintains working knowledge of health and human services networks to help clients address barriers. Additional duties and/or responsibilities as may be assigned by Call Center Management. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Basic Qualifications of the Role Associate’s degree or higher in Social Work, Human Development, Sociology, Psychology or related field from accredited university or college. OR 2+ years direct client services experience in a community‑based health, social service, information and referral or non‑profit setting. Must be at least 18 years of age. Effective verbal & written communication skills. Ability to communicate effectively and tactfully with diverse and multi‑cultural individuals, being non‑judgmental and respectful of the confidential nature of the job. Reading Comprehension and Analytical skills. Must be familiar and comfortable operating multiple technology platforms, including but not limited to, MS Office, Google Docs and other web‑based applications, in addition to being comfortable utilizing multiple computer screens and program simultaneously. Ability to work effectively and collaboratively in team environment. Must have access to reliable transportation that does not interfere with the duties of this position. Ability to be responsive and available for shifts for as much as 12 hours in length during declared emergencies to perform duties as directed by the Emergency Manager. This position does require varied work hours including nights, weekends and holidays as needed. Must not present a direct threat to the safety and health of self, others or property. Must not have record or disclosure of criminal conviction that indicates an ongoing tendency toward theft, violence, dishonesty, deceit, drug manufacture or sale, moral turpitude, or predatory behavior. Must provide proof of identification and eligibility to work in the United States of America. Must pass a drug screening and maintain compliance of the organization’s drug and alcohol policy. Must pass a background screening and maintain compliance with the organization’s associated policies. Must be able to perform essential functions of this job description with or without reasonable accommodation. Must immediately inform Goodwill of any arrests and/or convictions that occur while employed at Goodwill. Preferred Qualifications of the Role Experience in Information and Referral/Assistance or equivalent experience; or working experience with organizations that serve children & families, aging & independence services, or high vulnerability populations. Positions Supervised None Position Information This is full‑time, non‑exempt hourly position eligible for Medical, Dental, Vision, Life Insurance, 403(b) retirement plan, Sick, Vacation and Holiday pay. This position is employed by Goodwill Industries of Sacramento Valley and Northern Nevada, Inc., through Community Link Capital Region. Physical Demands / Work Environment 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 frequently required to stand, walk, sit, use hands and fingers, reach with hands and arms, talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Work environment is usually hectic/fast paced with frequent short deadlines and instances of unusual situations. This job description does not cover all the activities, duties or responsibilities required of this role. Omission of specific statements of duties does not exclude them from the position if the work is similar or related to the position. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice to accommodate the needs of the organization. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. #J-18808-Ljbffr