Information & Referral Specialist

1 month ago

West Chester, United States County of Chester, PA Full time
Salary: $19.36 Hourly

Location : Government Services Center - Westtown, PA

Job Type: Full Time, Non Exempt

Remote Employment: Flexible/Hybrid

Job Number: 02740

Department: Aging

Division: Office of Aging Services

Opening Date: 03/18/2024

Closing Date: Continuous

Weekly Hours: 37.5

Shift: 8:30am-5:00pm

Summary

The Information and Referral Specialist is responsible for providing assistance to callers and walk-ins to the Department seeking Information & Assistance services by determining the nature of the contact and supplying the appropriate response, such as information related to the services provided by the Department; Referral to appropriate program within the Department or providing information regarding services available within the Community or State.

This job requires the following documents to be obtained, reviewed as acceptable by the supervisor, and re-obtained every five years: PA Child Abuse, PA Criminal History and FBI Criminal History.

A person in this position is expected to demonstrate the system of care practice model, which maximizes all resources around an individual or family. This system of care includes child and adult serving agencies and community partners that join with an individual or family to meet their goals.

Final candidates will be required to complete on-line skills assessment.
Minorities and Bilingual (Spanish/English) candidates encouraged to apply.
Individuals aged 60 or over are encouraged to apply.

Please see the following Human Services Addendum:

Essential Duties

  • Performs Information & Assistance tasks which include completion of established intake procedures to arrange for needed services and performs periodic referral status follow-up.
  • Responsible for understanding and explaining services and programs offered by the Department to individuals contacting the Department seeking assistance and/or information.
  • Determines if call is for information or a request for formal services. For information only calls, determines appropriate information to send, retrieves pre-printed documents to be sent. Prepares and sends mailing via U.S. mail or electronic mail. For referral calls, secures appropriate information from caller to complete referral; determines if a Report of Need is necessary and immediately forwards caller to appropriate care management staff.
  • Composes and electronically completes written case documentation related to information and referral calls received.
  • Maintains professional working relationship with outside agencies through discussion of services and program eligibility to accurately determine needs of potential consumers.
  • Performs periodic referral status follow-up/monitoring tasks to assure service provision and quality related to services.
  • Responsible for accurate and timely information input into SAMS of Information & Assistance data to ensure department reporting compliance.
  • Maintains comprehensive knowledge of internal and external programmatic offerings.
  • Adheres to all local, state and federal regulatory requirements and policies which govern the delivery of services to departmental consumer population.
  • Assists with the development and maintenance of an Information & Assistance Resource Directory and file system.
  • Typing and processing of documents, as needed.
  • Maintains a professional public image which is courteous and tactful.
  • Performs other duties, tasks, special projects and so forth as required.

Qualifications/Preferred Skills, Knowledge & Experience

Minimum Requirements:
  • High School Diploma or General Education Degree (GED).
  • At least one year of general office experience.
  • Excellent verbal and written communication skills.
  • Ability to multi-task.
  • Strong computer skills.
  • Excellent time management and organizational skills.
  • Ability to work independently and as part of a team.
  • Intermediate skills using a personal computer and various software packages.
  • Strong typing skills.
  • Able to use standard office machines (fax, copier, calculator, paper shredder, scanning machines, etc.).
  • Strong interpersonal skills.
  • Strong grammar and spelling skills.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Flexible, creative and able to take the initiative.

Preferred Skills, Knowledge & Experience:
  • Knowledge of English grammar, spelling, and punctuation at a level equivalent to that used in writing or adjusting written materials normally consisting of complex sentence structures; one, two and three syllable words; and punctuation marks for word, number, sentence, phrase, and clause separation.
  • Associate degree from an accredited college or university with courses in Office Administration, or equivalent combination of education and experience.
  • Bilingual (English/Spanish)
  • Excellent customer service skills.
  • Ability to establish priorities and carry tasks to completion.
  • Ability to handle and resolve recurring problems.
  • Accurate and detail oriented.
  • Ability to follow office protocol.
  • Ability to use common sense understanding to carry out written or verbal instructions.
  • Strong knowledge of County policies and procedures.

Additional Information

Computer Skills:
To perform this job successfully, an individual should have:
  • Intermediate Microsoft Office skills
  • Intermediate Word skills
  • Intermediate Microsoft Outlook skills (Email and Calendar)
  • Intermediate Excel skills
  • Intermediate Access skills
  • Intermediate PowerPoint skills
  • Intermediate Internet skills (for research)
Physical Demands:
While performing the duties of this position, the employee is frequently required to stand, walk, sit, bend at the waist while working, work with an uncommon level of noise, and talk or hear. Occasionally, the employee may need to reach or work with arms above shoulder height; kneel, stoop, crouch or squat; twist or rotate at the waist; lift or carry items; and taste or smell. On rare occasions, the employee will need to crawl and climb stairs.

Work Environment:
The noise level in the work environment is usually quiet to moderate.
Other:
  • Must be able to remain courteous and maintain composure under stressful situations.
  • Ability to deal with all types of personalities.
  • This position requires confidentiality.
  • This position requires professionalism.

The County of Chester offers comprehensive benefits to our employees.

01

What is your highest level of education?
  • No formal Education
  • High School Diploma or GED
  • Associates Degree
  • Bachelors Degree
  • Masters Degree
  • Doctorate or higher (includes Juris Doctorate and Medical Doctorate)

02

How many years of general office experience do you have? (general office skills involve: typing, filing, organizational and computer skills)
  • None
  • less than 1
  • 1+
  • 2+
  • 3+
  • 4+
  • 5+
  • 6+
  • 7+
  • 8+
  • 9+

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