Bilingual Information Specialist

The Information Specialist responds to incoming referrals from individuals requesting information on community resources, assesses immediate and ongoing needs, provides information, and refers callers to appropriate public or private service providers. Maintain specific knowledge of San Francisco resources; update information on existing resources; assist in developing information on potential resources; inform staff and other agencies of changes or new services.

Job Description:

Bilingual Information Specialist

Information, Referral, & Assistance Program

 

Agency Overview

Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 60+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional age youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve. Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career.

 

Job Description

The Information, Referral, and Assistance (IR&A) Bilingual Information Specialist provides direct information and referral services. The Information Specialist responds to incoming referrals from individuals requesting information on community resources, assesses immediate and ongoing needs, provides information, and refers callers to appropriate public or private service providers. The Information Specialist follows up on referrals to ensure connection with compatible programs, may provide advocacy for individuals who have difficulty obtaining services, and may assist with special projects or services for specific populations.

 

Responsibilities

• Demonstrate exceptional customer service skills; use strength-based, compassionate communication and active listening to support clients in identifying and prioritizing their needs; determine appropriate referrals to agencies or programs able to meet identified needs.
• Follow up on referrals to confirm clients have connected with appropriate programs; provide advocacy for individuals who have difficulty obtaining services.
• Manage an online database for incoming referrals; document client progress and outreach attempts; record and compile data on the nature and quantity of inquiries and referrals.
• Maintain specific knowledge of San Francisco resources; update information on existing resources; assist in developing information on potential resources; inform staff and other agencies of changes or new services.
• Escalate complex, sensitive, or crisis calls to the Program Supervisor as appropriate.
• Regularly communicate with the Program Supervisor to ensure open lines of communication and to promptly address any issues or risks.
• Collaborate with the team to provide resource sharing and problem-solving.
• Perform other duties and special projects as assigned.
• Remain teachable, flexible, and open to ongoing training opportunities.
• Ability to balance working autonomously and collaboratively while demonstrating exceptional judgement on when to seek support.
• Other duties as assigned.

Minimum Qualification

• Minimum of Bachelor’s Degree in a human services field or equivalent experience.
• Experience in case management and crisis intervention; call center services a plus.
• Strong oral and written communication skills.
• Bi-lingual in Spanish/English.
• Relate to a wide variety of people with diverse needs and diverse social, economic, and cultural backgrounds; strong customer service skills.
• Comfortable working in a collaborative team environment and working autonomously.
• Demonstrated ability to utilize computers and proficiency in Microsoft Office software.
• Basic record keeping procedures and techniques; techniques of data collection; general office practices and procedures.

Additional Information:

Reports to: Program Supervisor

Job Type: Full-time

Work Schedule: Hybrid, three days onsite in San Francisco office per week 

Salary Range: $36.00 - $40.00 per hour (DOE)

Benefits (subject to election and eligibility): Fully-Paid Medical and Dental Plans; Health Reimbursement Card, Paid Time Off (personal, vacation, and sick time), 403B with company match.

 

This position is union-represented by SEIU Local 1021 and is subject to the applicable collective bargaining agreement.

 

Applying Instruction:

Candidates should apply for the position at our career page “careers.felton.org” OR directly email resumes to “jobs@felton.org”.

 

IMP NOTE: Job responsibilities are subject to change according to program requirements.