Information and Referral Specialist

Call Center Position

This is a call center position. The Information and Referral Specialist provides callers with information and referrals for programs, services and activities concerning aged and disabled populations.

We offer a comprehensive benefits package which includes Medical, dental, vision fully funded by SRA, Paid Time off, 401K and more!

Duties and Responsibilities

• Answers caller inquiries related to information and referral concerning aging-related programs, services and activities.
• Identifies resources to meet the needs of callers
• Reports suspected abuse, neglect, and exploitation to the Abuse Hotline.
• Ensures good customer relations.
• Collects and maintains accurate records of caller requests using the Refer computer software for appropriate documenting and reporting.
• Works in collaboration with other I&R Specialists in identifying and obtaining resources for callers.
• Assists in responding to referrals from the Department of Elder Affairs and the offices of Elected Officials as assigned.
• Assists in the coordination and implementation of special projects, workshops and conferences as assigned to enhance community relations and program development.
• Provides emergency disaster assistance and staff support during an emergency disaster event as directed by designated staff.
• Attends events in order to comply with the Outreach and Targeting Plans.

The above statements are intended to describe the nature of the level of work to be performed by the individual(s) assigned to this position. Other tasks may be assigned by supervisory staff and senior management.

Requirements

• Four Year College Degree or High school diploma and three years' experience in I&R services, case management, call center services, social services; or related work.
• Successful completion of Level II background screening required.
• Complete ICRS-Aging/Disabilities (CRS-A/D) certification within one year of employment.
• Computer literate in Microsoft Office: Word, Excel, Outlook
• Ability to communicate professionally, orally and in writing.
• Ability to research topics related to services for older adults (funding, program design,etc.), analyze data and provide written and/or oral reports as required.
• Ability to read, analyze and interpret technical procedures, governmental and nongovernmental regulations and policies.
• Ability to add, subtract, multiply, and divide all units of measurement using wholenumbers, common fractions and decimals.
• Ability to establish and maintain effective working relationships with others.

Work Environment and Physical Demands

The incumbent generally works in an office or home office environment, uses computers, telephone and other office equipment as needed to perform duties. The noise level in the environment is usually moderate.

Sedentary work, primarily involves sitting and standing. Required to use repetitive hand motion, talk, handle, reach, hear, bend or lift up to 20 pounds.

The physical demands are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO/M/F/Vet/Disabled