Bilingual Information Specialist
Felton Institute•San Francisco, CA
•Hybrid
About The Position
The Information, Referral, and Assistance (IR&A) Bilingual Information Specialist provides direct information and referral services. The specialist responds to incoming referrals from individuals seeking information about community resources, assesses immediate and ongoing needs, provides information, and refers callers to appropriate public or private service providers. The role includes following up to ensure connections with compatible programs, advocating for people who have difficulty obtaining services, and potentially assisting with special projects or services for specific populations. Responsibilities may change according to program requirements.
Requirements
- Bachelor’s degree in a human services field or equivalent experience.
- Experience in case management and crisis intervention.
- Bilingual Spanish/English.
- Strong oral and written communication skills.
- Ability to relate to people with diverse needs and diverse social, economic, and cultural backgrounds, with strong customer service skills.
- Comfort working both collaboratively and autonomously.
- Ability to use computers and proficiency with Microsoft Office software.
- Knowledge of basic record-keeping procedures and techniques, data collection techniques, and general office practices and procedures.
Nice To Haves
- Experience in call center services.
Responsibilities
- Provide compassionate, strength-based customer service and use active listening to help clients identify and prioritize their needs.
- Determine appropriate referrals to agencies or programs that can meet clients’ identified needs.
- Follow up on referrals to confirm clients have connected with appropriate programs and advocate for individuals who have difficulty obtaining services.
- Manage an online database for incoming referrals; document client progress and outreach attempts; and record and compile data about the nature and quantity of inquiries and referrals.
- Maintain knowledge of San Francisco resources, update information on existing resources, help develop information about potential resources, and inform staff and other agencies about changes or new services.
- Escalate complex, sensitive, or crisis calls to the Program Supervisor as appropriate.
- Communicate regularly with the Program Supervisor to maintain open communication and address issues or risks promptly.
- Collaborate with the team on resource sharing and problem-solving.
- Remain teachable, flexible, and open to ongoing training, and balance autonomous work with collaboration while exercising sound judgment about when to seek support.
- Perform other duties and special projects as assigned.
Benefits
- Fully paid medical and dental plans, subject to election and eligibility.
- Health Reimbursement Card, subject to election and eligibility.
- Paid time off, including personal, vacation, and sick time, subject to election and eligibility.
- 403(b) plan with company match, subject to election and eligibility.
