Information and Referral Specialist (HELPLINE), Full-Time Area Agency on Aging for Southwest Florida

Job Description

Job Description

Are you looking for work that makes a genuine difference in your community? The Area Agency on Aging for Southwest Florida is hiring a Full-Time Information and Referral Specialist for our Elder Helpline, the first point of contact for older adults, individuals with disabilities, and caregivers seeking help across our seven-county service area. This role is well suited to recent graduates, experienced professionals, and retirees alike, anyone who brings patience, compassion, and a steady presence to people who are often reaching out during a difficult moment.

As an Information and Referral Specialist, you will answer incoming calls to the Elder Helpline and provide timely, accurate referrals for a range of aging and disability services. Many callers reach us in crisis or under emotional strain, so the ability to stay calm, listen closely, and respond with both professionalism and care is at the heart of this work. You will research, document, and track service requests across multiple systems, maintain detailed and accurate records, contribute to updates in the agency's resource database, and support programs such as SHINE and EHEAP. You will also assist with outreach efforts and special projects as needed.

Success in this role calls for strong and compassionate communication, active listening, sound problem-solving, and the organizational skills to manage a high volume of requests with accuracy. It also calls for collaboration, as you will work closely with teammates across the agency, and adaptability, as priorities shift throughout the day. This position is based in our Fort Myers office, with a hybrid schedule that may become available over time based on performance.

What you need to be successful:

• High school diploma or equivalent required; associate's or bachelor's degree in human services, social work, gerontology, or a related field is a plus
• Prior experience in a call center, social services, customer service, or a related setting preferred
• Comfort and proficiency with computers, including databases, email, and multiple software systems used at the same time
• Strong verbal and written communication skills
• Bilingual ability in English and Spanish is a strong asset and highly valued in our service area
• This position is based in our Fort Myers office; a hybrid schedule may be available over time based on performance

The pay range for this position is $18.27 to $21.19 per hour. We offer a benefits package that includes medical, dental, vision, and life insurance, paid time off, and employee discounts. Employees also become eligible to participate in the agency's SEP retirement plan after one year of employment.

If this sounds like the right fit for you, we encourage you to apply by following the instructions on this page. We look forward to hearing from you.

Drug Screening and Level II background test required.