Information Referral Specialist

About the organization:
Our client is the national association representing and supporting the network of Area Agencies on Aging and advocating for the Title VI Native American Aging Programs. Client's members help older adults and people with disabilities throughout the United States live with optimal health, well-being, independence and dignity in their homes and communities.

Their members are the local leaders that develop, coordinate and deliver a wide range of home and community-based services, including information and referral/assistance, case management, home-delivered and congregate meals, in-home services, caregiver supports, transportation, evidence-based health and wellness programs, long-term care ombudsman programs and more.

Our client is dedicated to supporting the success of our members through advancing public policy, sparking innovation, strengthening the capacity of our members, raising their visibility and working to drive excellence in the fields of aging and home and community-based services.

POSITION OVERVIEW
Our client administers a national call center: The Eldercare Locator, which connects older adults, people with disabilities and their caregivers with information on services, programs and resources in their community.

Funded by the Administration for Community Living and administered by our client, the Eldercare Locator helps connect people to resources nationwide. The services are operated through a call center, staffed by trained information specialists, and supported by a team of experienced human services professionals.

The Information and Referral (I&R) Specialist connects older adults, people with disabilities and their families and caregivers to appropriate community-based services and supports.


ESSENTIAL DUTIES & RESPONSIBILITIES

• At least one year of call center, customer service and/or data entry experience required.
• Ability to operate in a high-volume and fast-paced call center work environment.
• Demonstrated ability to utilize Microsoft Office suite, telecoms tools and customer resource management software.
• Excellent oral and written communication skills.
• Excellent interpersonal skills.
• Excellent decision-making skills.
• Ability to work independently and as a member of a team.

• Ability to meet deadlines and to work well under pressure.
• Respond to requests for information about home and community-based services for people with disabilities and their families through telephone contact, chat, texting, voicemails and emails.
• Assess inquirer needs.
• Provide reliable and accurate referrals to approved agencies and programs.
• Recognize when a caller requires a higher level of support and transfer to appropriate staff member.
• Transfer callers to appropriate resources.
• Follow established protocols and performance standards.
• Complete required reporting and documentation.

PREFERRED

• Minimum of two years of college or equivalent experience.
• Relevant experience in human services call center and/or customer service field.

• Relevant aging and disability services experience.
• Ability to communicate with people of varied communication styles, such as comfort working with people who are deaf, have a speech disability, use an assistive device to communicate or have other communication variations.

• Knowledge of information and referral/assistance (I&R/A) protocols and procedures and the role I&R/A plays within the Aging and Disability Networks.
• Bilingual fluency (English–Spanish).
• Demonstrated understanding of data management.
• Basic problem-solving skills related to resource center systems.
• Will have or obtain Certification for Community Resource Specialist – Aging/Disability (CRS-A/D) through the Alliance of Information and Referral Systems after one year of employment.

MINIMUM QUALIFICATIONS

• Strong written and oral communication skills, strong analytical abilities, the ability to work well on a team, and the ability to manage multiple projects with tight deadlines in a high-pressure environment.
• The candidate will display proficiency with Microsoft Office and HRIS databases (e.g., ADP, viRecruit; Flo Recruit, Symplicity, etc.).
• This position requires flexibility to work additional hours as needed.
• This hybrid work position is located in the Washington, DC office.

WORK HOURS AND LOCATION
This is a full-time non-exempt (hourly) position with full benefits based in Washington, DC office. The call center operates Monday through Friday from 8:00am to 9:00 pm ET. This position work hours are 12:30pm to 9pm Hybrid Monday, Thursday, Friday at home and Tuesday, Wednesday in the Washington DC office.

SALARY AND BENEFITS
Our client is an Equal Opportunity Employer. They offer a competitive salary and an excellent benefits package, including fully paid individual health, dental and vision coverage; retirement savings plan with a 10 percent employer contribution and generous vacation and sick leave.
This is a grant-funded position contingent upon continuation of funding.
ADA DISCLAIMER
The successful candidate should be able to perform the essential function of the position satisfactorily and, if requested, Our client will make reasonable accommodations to enable employees with disabilities to perform the essential duties of their job absent undue hardship.

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

APPLICATION PROCEDURE
Application must include a cover letter, resume and salary requirements. Interested applicants can apply for this position here.

Our client is proud to be an Equal Employment Opportunity employer.