Information and Referral Specialist (Elder HELPLINE)

Area Agency on Aging Southwest FL • Fort Myers, FL

5d • $18 - $21 • Hybrid

About The Position

The Area Agency on Aging for Southwest Florida is hiring a Full-Time Information and Referral Specialist for our Elder Helpline. This role serves as the first point of contact for older adults, individuals with disabilities, and caregivers seeking assistance across a seven-county service area. The position is suitable for recent graduates, experienced professionals, and retirees who possess patience, compassion, and a steady demeanor. The specialist will answer incoming calls, provide timely and accurate referrals for aging and disability services, and assist callers who may be in crisis or under emotional strain. Key duties include researching, documenting, and tracking service requests using multiple systems, maintaining detailed records, contributing to the agency's resource database, and supporting long-term care programs. Additional responsibilities involve assisting with outreach efforts and special projects as needed. The role requires strong communication, active listening, problem-solving, and organizational skills to manage a high volume of requests accurately. Collaboration with teammates and adaptability to shifting priorities are also essential. This position is based in the Fort Myers office, with a hybrid schedule potentially available over time based on performance.

Requirements

• High school diploma or equivalent required.
• Comfort and proficiency with computers, including databases, email, and multiple software systems used at the same time.
• Strong verbal and written communication skills.
• Must verify employment eligibility via Level II Background Screening.

Nice To Haves

• Associate's or bachelor's degree in human services, social work, gerontology, or a related field.
• Prior experience in a call center, social services, customer service, or a related setting.
• Bilingual ability in English and Spanish.

Responsibilities

• Answer incoming calls to the Elder Helpline.
• Provide timely, accurate referrals for a range of aging and disability services.
• Research, document, and track service requests across multiple systems.
• Maintain detailed and accurate records.
• Contribute to updates in the agency's resource database.
• Support long-term care programs.
• Assist with outreach efforts and special projects as needed.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• Employee discounts
• Eligibility to participate in the agency's SEP retirement plan after one year of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED