Information and Assistance Specialist

The Information and Assistance (I & A) Specialist serves as a primary access point for individuals seeking information, guidance, and connection to community resources and services in Sheboygan County. This position provides timely, accurate, and person-centered information, options counseling, and referral services to adults, caregivers, and families to support informed decision-making and access to appropriate supports. The I & A Specialist conducts initial assessments, administers approved screening tools, and assists individuals in understanding and navigating publicly funded long-term care and community-based service options. Working collaboratively with internal Health and Human Services staff and external community partners, the position promotes self-determination, least-restrictive service choices, and early access to resources that support health, safety, and independence. The I & A Specialist applies trauma-informed, culturally responsive practices and maintains accurate documentation and reporting in accordance with program and funding requirements, while supporting outreach, system coordination, and continuous quality improvement efforts across the ADRC and broader service network. Provide information and assistance to the general public, including older adults, adults with disabilities, caregivers, and families, regarding a wide range of community resources, public and privately funded programs, and service options. Serve as an access point for individuals seeking help by responding to walk-in, telephone, electronic, and referral-based inquiries and providing timely, accurate, and customer-focused information. Conduct initial, person-centered assessments to identify consumer needs, priorities, strengths, and potential risks, and assist individuals in understanding available options and next steps without assuming long-term case management responsibility. Provide options counseling that supports informed decision-making, self-determination, and leastrestrictive service choices, using a trauma-informed and strengths-based approach. Administer Long-Term Care Functional Screens and other approved screening tools to determine functional eligibility and assist consumers with understanding publicly funded long-term care programs and enrollment processes. Assist consumers with navigating financial eligibility processes and enrollment, disenrollment, or transitions related to Wisconsin long-term care programs, in coordination with appropriate internal and external partners. Perform triage of inquiries and referrals to determine appropriate response, including consultation with supervisors or referral to specialized units such as Adult Protective Services, Benefits Specialists, or other Health and Human Services divisions when concerns exceed the scope of Information and Assistance. Provide information, referral, and linkage to community resources addressing a broad range of needs, including health care, housing, transportation, nutrition, insurance, legal resources, financial assistance, caregiver support, and safety concerns. Conduct home visits and community-based meetings as needed to assess needs, provide information, and support informed decision-making using a person-centered approach. Maintain current knowledge of community resources, programs, eligibility requirements, and service delivery systems in order to provide accurate and relevant information and referrals. Complete timely, accurate, and thorough documentation of consumer contacts, assessments, screenings, referrals, and work activities in required electronic record keeping systems and databases. Complete 100 percent time and task reporting in accordance with program, funding, and Medicaid reimbursement requirements. Participate in rotating on-call coverage to ensure access to Information and Assistance services during designated hours, responding to urgent inquiries and walk-in needs. Provide outreach and education to individuals, families, and community partners to increase awareness of available services, promote early access to supports, and help prevent unnecessary institutional placement. Represent the department at outreach sites, community events, meetings, and partner organizations to deliver information, education, and referral services. Collaborate with internal Health and Human Services units, Managed Care Organizations, schools, and community agencies to support coordinated service delivery and reduce barriers to access. Participate in assigned special projects, quality assurance activities, system improvement initiatives, and maintenance of Information and Assistance resources or guides. Serve on internal committees, workgroups, or interdisciplinary teams related to service access, traumainformed care, customer experience, or system coordination, as assigned. Participate in unit, division, department-wide, and county-wide meetings, trainings, and professional development activities to maintain competence and support continuous quality improvement. Apply trauma-informed, culturally responsive, and person-centered practices when interacting with individuals and families experiencing stress, crisis, transition, or uncertainty. Maintain professionalism and appropriate boundaries when working in diverse environments, including community settings and private homes. Comply with all applicable federal, state, and local laws, regulations, policies, confidentiality requirements, and professional standards. Perform other related duties as assigned to support effective access to services and department operations. Qualifications Knowledge of community-based resources, programs, and service systems that support adults, caregivers, and families, including health, housing, long-term care, financial, legal, and supportive services. Working knowledge of publicly funded long-term care programs, eligibility concepts, and options counseling principles, including the ability to explain choices in a clear, unbiased, and person-centered manner. Understanding of trauma-informed care principles and the ability to apply them when interacting with individuals who may be experiencing stress, crisis, loss, or complex life transitions. Ability to conduct intake, screening, and needs-based assessments using approved tools and structured interviews to identify concerns, priorities, and appropriate referrals. Strong customer service orientation with the ability to respond promptly, accurately, and professionally to inquiries from the public, walk-in clients, and callers. Ability to communicate effectively in both oral and written formats, including explaining complex information, documenting consumer contacts, and preparing clear and accurate records. Ability to listen actively, assess situations, problem-solve, and support informed decision-making while respecting individual choice and self-determination. Skill in establishing and maintaining effective working relationships with consumers, families, coworkers, supervisors, community partners, and representatives of other agencies and departments. Ability to work independently with sound judgment while also functioning effectively as part of an interdisciplinary team. Basic computer proficiency, including the ability to navigate electronic databases, resource systems, screening tools, and documentation and reporting platforms. Ability to maintain accurate, timely, and confidential records in compliance with program requirements, privacy laws, and agency policies. Understanding of confidentiality requirements and the responsibility to safeguard sensitive and personal information. Ability to organize work, manage multiple tasks, and meet documentation, reporting, and service response timelines. Capacity to work with individuals from diverse cultural, socioeconomic, educational, and life-experience backgrounds in a respectful and inclusive manner. Ability to follow instructions, agency procedures, and program guidelines, and to adapt to changes in policies, systems, or service delivery expectations. Willingness to participate in meetings, trainings, outreach activities, and continuous quality improvement efforts as required. Work Environment & Physical Requirements Work is performed in a combination of office, community-based, and outreach settings, including Health and Human Services facilities, client homes, community partner locations, and public settings. Duties require a combination of sitting, standing, walking, and occasional bending, along with frequent use of hands for keyboarding, writing, handling documents, and operating office equipment. Frequent use of computers, telephones, electronic databases, screening tools, and documentation systems is required. Vision, hearing, and speech abilities sufficient to communicate effectively with consumers, caregivers, co-workers, supervisors, community partners, and members of the public; to review written and electronic records; and to participate in meetings and assessments. Frequent contact with co-workers, consumers, caregivers, community partners, representatives of other agencies, and members of the public. Work may involve interaction with individuals experiencing stress, crisis, emotional distress, cognitive or functional challenges, or complex personal circumstances, requiring professionalism, patience, and situational awareness. Position involves travel within the county to conduct home visits, outreach, assessments, and meetings; occasional out-of-county travel for trainings or meetings may be required. Risk of blood-borne pathogen exposure is considered low. #J-18808-Ljbffr