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Information & Referral Specialist
4 months ago
**BENEFITS**:
**_ We provide a generous benefits package that includes health, dental, vision insurance, 3 weeks’ vacation to start, 13 paid holidays (including a floating day off), generous sick time, long-term disability, life insurance, a 403(b) retirement plan along with the benefit of a flexible work schedule, and working with a great team of colleagues._**
**_ NOTE: Once trained, this position allows for work-from-home days._**
***:
An integral part of the agency and reporting to our Community Engagement Manager, the **Information and Referral Specialist (I&R Specialist) **is often the first point of contact for callers to our elder services agency. The **I&R Specialist **provides unbiased information about resources and services that aid in accomplishing our mission to enable older adults and/or adult disabled consumers and their family caregivers to live in the setting of their choice and hopefully improve the quality of their lives.
**ESSENTIAL FUNCTIONS**:
- Develop a working knowledge of agency programs, services, public benefits, community resources and other relevant information.
- Provide unbiased information to callers on a wide range of eldercare and disability issues. Locate alternative resources when needed.
- Process referrals for applicable agency programs through consumer needs assessment, preliminary eligibility determination and, when appropriate, interdisciplinary consults.
- Respond to all inquiries and processes all referrals in a professional and timely manner with a strong customer service focus.
- Complete appropriate paperwork, documentation and data entry as required by the Executive Office of Elder Affairs (EOEA) and internal agency procedures.
- Research and update resource information from federal, state and local agencies and other community or private agencies. Updates and maintains computerized database and internal database systems with current information.
- Participate in staff meetings and regional Aging and Disability Resource Consortia (ADRC) meetings.
- Complete required hours of professional development to enhance knowledge and skills and to adhere to I&R training requirements as outlined by EOEA and Minuteman Senior Services.
- Comply with HIPAA regulations and agency policies to ensure the privacy of Protected Health Information (PHI).
- Represent Minuteman at community events at the request of the Community Engagement Manager or at the request of the Director of Community Programs.
- Carry out special projects as requested by the Community Engagement Manager or Director of Community Programs.
**COMPETENCIES NEEDED**:
**Customer Service Orientation**: Learns internal/external customer/consumer needs and how best to meet them. Responds to requests in a timely and thorough manner; does what is necessary to ensure consumer satisfaction; prioritizes consumer needs.
**Communication Skills**: Listens, speaks, and writes clearly and concisely; ensures all involved are kept informed about developments and plans; shares ideas and information with others who might find them useful; keeps supervisor informed about progress and problems.
**Listening, Understanding and Responding**:Creates effective interactions with others over the telephone; deals with callers in a direct, open, and respectful manner; cares about what others have to say.***
**Planning and Organizing**: Establishes course of action for self to ensure that work is completed efficiently; allocates appropriate time for completing work, takes advantage of available resources to complete work efficiently; uses time effectively and prevents irrelevant issues or distractions from interfering with work completion.
**Teamwork and Cooperation**:Demonstrates willingness to work with others toward a common goal as part of a team.
**REQUIRED EDUCATION and EXPERIENCE**:
- **Associate's Degree required, Bachelor’s Degree is preferred, **preferably in a social services, social work, psychology, or human services related field or equivalent experience working in human services as a service provider.
- Good telephone, communication, customer service, and computer skills are necessary. Experience working with seniors is preferred.
- **Must complete required hours of training (required training hours are based on scheduled hours) over the course of the year as mandated by the Executive Office of Elder Affairs (EOEA).**:
- Experience utilizing a database.
