Call Center (Information & Assistance Specialist)

The Senior Alliance•Dearborn, MI

27d

About The Position

The Information and Assistance Specialist works in a team environment to help The Senior Alliance deliver information and assistance to older adults, caregivers, and individuals with disabilities. The role requires quickly understanding complex issues and multiple individual needs, communicating effectively with people from all demographic groups, and following established protocols and procedures. The specialist uses a computer to access multiple software systems and enter information into an Information and Assistance resource database, while maintaining a professional manner that promotes interagency cooperation and respect. The position responds to calls and other incoming inquiries, assesses individuals’ needs, identifies community resources, provides referrals, and follows up as appropriate. Employees are expected to perform their duties with ethics, honesty, and integrity. Philanthropy on behalf of The Senior Alliance is a requirement of all employees. The specialist must obtain the CRS-A/D Certified Resource Specialist for Aging and Disabilities credential upon meeting eligibility requirements; training will be provided.

Requirements

Two years of experience in a human services organization; experience in a nonprofit environment is preferred.
Some experience with data entry and data management is required.
Excellent interpersonal and group process skills.
Accuracy, conscientiousness, flexibility, and attention to detail.
Proficiency with computers and telephone functions.
Ability to accept direction, stay organized, and meet deadlines.
Willingness to work in a team environment.
Must obtain the CRS-A/D Certified Resource Specialist for Aging and Disabilities credential upon meeting eligibility requirements; training is provided.
Valid driver’s license and reliable transportation.
Ability to understand complex issues and multiple needs quickly, communicate effectively with people from all demographic groups, and follow protocols and procedures.
Ability to sit for extended periods, spend long hours using telephones and computers, perform repetitive tasks and motions, and lift up to 20 pounds.

Nice To Haves

Bachelor’s degree in a human services-related field from an accredited four-year college or university is preferred.
Familiarity with the aging network, community organizations, and resources for seniors is desirable.
Experience in a nonprofit environment is preferred.

Responsibilities

Answer incoming calls to the agency, connect callers to other departments as needed, and assist with Information and Assistance calls.
Monitor and respond to inquiries received through the agency’s main email, fax line, website MI Choice Waiver referrals, and MI Bridges referrals.
Respond respectfully using person-centered thinking principles, active listening, thorough assessment, and problem-solving techniques.
Establish empathetic contact, assess short- and long-term needs, identify community-based resources, provide referrals, and follow up as appropriate.
Document information accurately and completely in the client database in a timely manner.
Serve as an advocate for individuals as appropriate.
Attend and participate in Information Services departmental meetings.
Assist with duties, projects, and outreach events as assigned by the Information and Assistance Manager or Chief Clinical Officer.
Abide by AIRS quality assurance standards.
Perform other duties as assigned by the Information Services Manager and/or Chief Clinical Officer.
Perform job functions with ethics, honesty, and integrity; philanthropy on behalf of the agency is a requirement of all employees.