Information & Referral Specialist
Location
Jackson, MI | United States
Job description
General Summary:
Under the direction of the 2-1-1 Program Supervisor along with the day to day support from the Lead Information and Referral Specialist, t he position of Information & Referral Specialist provides confidential, appropriate, unbiased health and social service information, referral and advocacy to the general public by telephone, email, mail, SMS Messages (Text), and in person; performs preliminary screening for eligibility for public and community services; assists callers with access issues; tracks gaps in services, and ensures that accurate information is available to all interested parties.
Essential Functions: - Screens callers for services, accurately records transaction information, refers to appropriate resource, and advocates for caller to secure services from public and private community agencies as needed.
- Responds to telephone inquiries concerning the availability of services provided by public or community resources .
- Schedules and performs follow-up surveys /calls via phone per protocol.
- Tracks gaps in service; captures changing information on resources and eligibility requirements to ensure accurate information is available to all agencies, callers, and assigned staff.
- Researches answers to new questions and requests for unknown services.
- Provides specific, detailed information to the public about accessing public private community resources for health and social services consistent with standards set by AIRS (Alliance of Information & Referral Systems).
- Collects and enter caller information into 2-1-1 information electronic record systems in compliance with contract and reporting requirements stipulated by funding partners.
- Advocates for individuals experiencing difficult or lacking ability needed to make effective contact with agencies, programs, and services.
- Works closely with staff in other 2-1-1 call centers, LifeWays, and crisis programs to ensure strong coordination and effective service.
- Works toward achieving program dashboard (quality assurance) goals.
- Represents 2-1-1 and LifeWays effectively to agencies and groups in person and on the telephone.
- Serves as a backup for Information and Outreach Specialist, as needed.
- Maintain regular and predictable attendance.
- All other duties as assigned.
Education/Certification/Licensure:
- Associate's degree in related field.
- CIRS (Certified for Information & Referral Specialist) upon hire
- Mental Health First Aid Training, upon hire
- MiBridges Navigator, upon hire.
Preferred Education/Certification/Licensure:
- Bachelor's degree with an emphasis in human or social services.
- CPR, AED, and First Aid Training.
Job tags
Salary
$16.27 - $22.43 per hour
