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Information & Referral Specialist

Minuteman Senior Services
Job Description
POSITION SUMMARY:
The Information and Referral (I&R) Specialist provides comprehensive telephone information and referral assistance to callers about resources and services on a wide range of eldercare and long-term care issues to enable our elderly and adult disabled consumers and their caregivers to live in the setting of their choice. The I&R Specialist provides centralized intake for Minuteman programs, and assists in disseminating resource information to consumers, community agencies and MSS staff.

SCHEDULE:  M-F, 9 a.m. – 5 p.m.

ESSENTIAL FUNCTIONS:
  • Responds to caller inquiries and provides information to callers on a wide range of eldercare and long-term care issues and makes referrals to agency programs and outside services
  • Conducts initial assessment with caller or consumer, clarifies needs, and determines eligibility for services
  • Completes appropriate paperwork and data entry
  • Refers cases to MSS programs such as Care Management as required, locates and refers callers to alternative resources
  • Researches and updates resource information from federal, state and local agencies and community or private agencies to provide customized service referrals for specific elders
  • Updates and maintains computerized databases
  • Represents MSS at community events, as needed
  • Performs other duties and special projects as needed
COMPETENCIES NEEDED:
Accountability : Demonstrates and communicates a high level of responsibility for and commitment to achieving results.
Customer Service Orientation:  Learns internal/external customer and 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.
Critical Thinking and Problem Solving: Recognizes and accurately evaluates the signs of a problem and utilizes available resources to resolve; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.
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.
Teamwork and Cooperation: Demonstrates willingness to work with others toward a common goal as part of a team.
 
QUALIFICATIONS:
  • Bachelor’s Degree required 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 with seniors is preferred
  • Must complete 40 hours of training over the course of the year as mandated by the EOEA
  • Experience using MS Office including Word and Outlook
  • Experience using a database such as Access
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