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Information & Referral SpecialistInformation & Referral Specialist

Posted: 09/03/2021

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.  As a member of The Information Center team, the I&R Specialist is responsible for providing comprehensive telephone information and referral assistance to callers on a wide range of eldercare and long-term care issues.  The I&R Specialist works cooperatively with colleagues within The Information Center as well as other departments and programs within the agency including Client Services, Community Programs as well as outside community partners, providing centralized intake for a wide variety of Minuteman programs and assists in disseminating resource information to consumers, community agencies and Minuteman staff. 

NOTE:  Once trained, this position allows for some work-from-home days/hours.

  • 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. Locates 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.
Accountability :  Demonstrates and communicates a high level of responsibility for and commitment to achieving results. 
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.
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.
Multi-tasking: Manages multiple responsibilities at once by focusing on one task while keeping track of others; able to switch back and forth between tasks and effectively perform different tasks rapidly.
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.
  • A 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 EOEA. 
  • Experience utilizing MS Office including Word and Outlook for email and calendaring. 
  • Experience utilizing a database.
About Us
For over 45 years Minuteman Senior Services has been helping older and disabled adults age with independence and dignity in the setting of their choice which is most often their own homes and communities. We have been supporting caregivers, local and long distance, who want to do the right thing for their loved ones and need help and advice as they balance the competing demands of family, work and self.
We offer over 20 programs and services and are continually improving and expanding. Our consumers give us very high marks as do our professional colleagues and that is very important to us. With over 130 employees, 900+ volunteers and over 70 subcontracted service providers that make up our vendor network we bring a lot of expertise, experience and resources.

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