Information and Referral (I&R) Specialist

Job Description

Job Description

The Information and Referral (I&R) Specialist plays a vital role in connecting individuals to essential community resources and services. This position is responsible for assessing individual needs, providing accurate information, making appropriate referrals, and advocating for clients when necessary. The I&R Specialist supports individuals who may be elderly, disabled, caregivers, or in need of human services to enhance their independence, increase self-sufficiency, and overall well-being.

Essential Duties and Responsibilities:

Information & Referral Services

• Respond to all inquiries via phone, in-person, email, and virtual platforms in a professional and timely manner.
• Assess client needs through active listening and effective questioning to determine appropriate services.
• Provide accurate information on a wide range of services including housing, food security, transportation, utility assistance, healthcare access, and legal aid.
• Determine eligibility for internal programs and services and make referrals to external agencies when appropriate.
• Coordinate referrals and follow-up with clients or agencies within 48 hours.
• Assist clients in goal setting, action planning, problem-solving, and connecting with services.
• Provide supportive coaching as needed (in-person, by phone, or virtually).
• Maintain strict confidentiality in compliance with HIPAA and agency policies.
• Update online Agency listings and locations.

Advocacy & Support

• Advocate for clients facing barriers to service access.
• Work collaboratively with external agencies, social service providers, and culturally specific organizations to facilitate service coordination.
• Benefits Application support to state and public benefits.

Database & Record Management

• Enter and maintain accurate data in client information systems and resource directories.
• Document all interactions, referrals, and follow-ups according to agency and state regulations.
• Participate in customer satisfaction tracking and quality assurance reviews.
• Maintain ESN App and resources database maintenance.

Community Outreach & Education

• Represent the agency at community events, fairs, and professional meetings to raise awareness of available services.
• Provide group presentations and information sessions when needed.
• Participate in agency marketing, outreach, and public education campaigns.
• HCBS survey completion.

Collaboration & Continuous Learning

• Participate in internal and external training to maintain certification (e.g., InformUSA) and stay current with community resources.
• Collaborate with other departments to ensure comprehensive service delivery.
• Seek guidance for complex or atypical situations to ensure client-centered resolutions.

Education and/or Work Experience Requirements:

• High School Diploma or GED required.
• Associate's degree in human services, social work, or a related field preferred.
• 2–4 years of experience in human services, social work, customer service, or community resources.
• InformUSA Certification or Willingness to obtain.
• Bilingual in Spanish or another language strongly preferred.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers. Ability to present information and respond to questions from employees, clients, managers, and general public.
• Excellent computer proficiency. (MS Office – Word, Excel, Outlook, Teams, ZOOM, and WebEx).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Ability to solve practical problems and deal with a variety of standards effectively. Ability to interpret a variety of instructions furnished in written or oral form. Ability to prioritize and check for errors and spot inaccuracies. Ability to predict the logical outcome of various choices and to make good decisions.
• Adapts to changes in procedures and technology. Willingly learns new skills as required for the position.
• Demonstrates competencies as defined by the agency for this position.