Information and Referral Specialist

Workforce Solutions for Tarrant County•Fort Worth, TX

2d•Onsite

About The Position

Works to provide current resource information and referrals to individuals seeking assistance for substance use disorders and other behavioral health concerns. Answers a high volume of calls on a daily basis while providing empathetic support and fitting resources to meet needs. Assists walk in screening clients in completing intake paperwork and processes for OSAR and DFPS clients, utilizing a secure Electronic Health Record (EHR). St1pervises: No positions. DUTIES/RESPONSIBILITIES AND MEASURES Maintains professional standards and behaviors. Supports the agency and its mission. Represents the agency well in the community; maintains positive attitude toward job and staff; understands concept of client-centered service. Demonstrates ethical and professional behavior while upholding applicable ethical codes and healthy boundaries. Works well with clients, coworkers and others; functions successfully on the Recovery Services team and throughout the agency; accepts supervision; communicates effectively with others; models positive attitudes and behaviors; treats everyone (callers, clients, providers, staff, & referral sources) in a respectful, courteous maimer; demonstrates resourcefulness; exercises good judgment; makes sound decisions; handles crisis effectively. Develops and implements creative approaches to problem solving. Consistently upholds and demonstrates strengths within the agency's core values and the required competencies listed within this job description. Maintains acceptable work performance, work patterns and documentation. Maintains schedule of daily work, appointments, and other services. Completes and submits accurate, legible reports, checklists, surveys, timesheets, mileage, and related paperwork according to specified grant requirements, procedures and timelines. Accommodates Recovery Resource Council policy of working required hours per week and demonstrates dependability through consistent daily attendance and timeliness. Complies with agency policies and procedures as well as department standards and systems to ensure accountability, uniformity of service and high-quality care, treatment, and services. Consistently meets the department expectations set forth within the Metrics of Success and contributes to the success of the agency VTO. Attends agency-required annual trainings on ethics, sexual harassment, cultural competency, standards of conduct, safety, HIV, Hep B & C, and other topics as required by the Texas Administrative Code, Statements of Work, and supervisory direction. Secures and maintains applicable credentials/licensure as required. Performs other duties as assigned by supervisor or management. Adheres to the approved procedures as it relates to job duties. Answers a high volume of information and Referral calls in a timely manner. Is prompt, courteous, and professional when providing information and referral on the phone or in person. Upholds the agency Guarantee at all times and approaches all interactions with techniques that are consistent with trauma informed care. Provides current, correct, and appropriate information and referrals to callers to effectively assist them with their needs. Accurately tracks the number of calls and contacts per week. Assists in training and orienting I&R volunteers and new staff as needed. Provides coverage for any I&R individual needing assistance. Conducts intakes for clients presenting for treatment for substance use issues and prepares them for their visit with a case manager. Responsible for scheduling clients for numerous other programs offered in the department along with managing referrals from DFPS and coordinating substance use screenings with program staff. Updates current I&R Quick Reference Guide and other resources at least quarterly. Confirm contact names, phone numbers, addresses and eligibility criteria quarterly. Researches and collects information for new resources in community. Assist clients in waiting room, or remotely, until services have been received.

Requirements

High School diploma, G.E.D., or equivalent preferred.
High level of patience and empathy for individuals seeking services
Excellent verbal communication and skills and telephone etiquette
Ability to remain calm and supportive when faced with situations of crisis and urgency
Knowledge of the community and available resources for people seeking assistance with substance use disorders and other behavioral health needs
Knowledge of and ability to uphold trauma informed care processes
Strong organizational skills and ability to prioritize tasks
Knowledge of chemical dependency, addictions, and family systems
Knowledge of self-help groups and how they work
Skill in researching, organizing, and recording data
Ability to train others
Basic computer skills
Basic typing skills
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to effectively present information to top management, public groups, and/or boards of directors.
The employee is regularly required to sit and talk or hear.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 10 pounds.

Nice To Haves

Prefer at least one-year experience in substance abuse field and/or crisis intervention activities, but not required.

Responsibilities

Maintains professional standards and behaviors.
Supports the agency and its mission.
Represents the agency well in the community
Maintains positive attitude toward job and staff
Understands concept of client-centered service.
Demonstrates ethical and professional behavior while upholding applicable ethical codes and healthy boundaries.
Works well with clients, coworkers and others
Functions successfully on the Recovery Services team and throughout the agency
Accepts supervision
Communicates effectively with others
Models positive attitudes and behaviors
Treats everyone (callers, clients, providers, staff, & referral sources) in a respectful, courteous maimer
Demonstrates resourcefulness
Exercises good judgment
Makes sound decisions
Handles crisis effectively.
Develops and implements creative approaches to problem solving.
Consistently upholds and demonstrates strengths within the agency's core values and the required competencies listed within this job description.
Maintains acceptable work performance, work patterns and documentation.
Maintains schedule of daily work, appointments, and other services.
Completes and submits accurate, legible reports, checklists, surveys, timesheets, mileage, and related paperwork according to specified grant requirements, procedures and timelines.
Accommodates Recovery Resource Council policy of working required hours per week and demonstrates dependability through consistent daily attendance and timeliness.
Complies with agency policies and procedures as well as department standards and systems to ensure accountability, uniformity of service and high-quality care, treatment, and services.
Consistently meets the department expectations set forth within the Metrics of Success and contributes to the success of the agency VTO.
Attends agency-required annual trainings on ethics, sexual harassment, cultural competency, standards of conduct, safety, HIV, Hep B & C, and other topics as required by the Texas Administrative Code, Statements of Work, and supervisory direction.
Secures and maintains applicable credentials/licensure as required.
Performs other duties as assigned by supervisor or management.
Adheres to the approved procedures as it relates to job duties.
Answers a high volume of information and Referral calls in a timely manner.
Is prompt, courteous, and professional when providing information and referral on the phone or in person.
Upholds the agency Guarantee at all times and approaches all interactions with techniques that are consistent with trauma informed care.
Provides current, correct, and appropriate information and referrals to callers to effectively assist them with their needs.
Accurately tracks the number of calls and contacts per week.
Assists in training and orienting I&R volunteers and new staff as needed.
Provides coverage for any I&R individual needing assistance.
Conducts intakes for clients presenting for treatment for substance use issues and prepares them for their visit with a case manager.
Responsible for scheduling clients for numerous other programs offered in the department along with managing referrals from DFPS and coordinating substance use screenings with program staff.
Updates current I&R Quick Reference Guide and other resources at least quarterly.
Confirm contact names, phone numbers, addresses and eligibility criteria quarterly.
Researches and collects information for new resources in community.
Assist clients in waiting room, or remotely, until services have been received.