Information and Referral Specialist

County of DuPage•Wheaton, IL

About The Position

DuPage County's Department of Community Services is seeking an Information and Referral Specialist to support its social services call center. The role responds to requests for assistance by gathering, analyzing, and evaluating information about individuals' needs and determining appropriate referrals. The position is grant funded and includes a pre-employment background check. The work takes place in a general office environment with moderate noise and may involve travel to an off-site facility or building in all weather conditions.

Requirements

Associate's degree.
Two years of experience in a call center, customer service, crisis intervention, information and referral, or social services role, or an equivalent combination of training and experience.
Must obtain Inform USA (formerly AIRS) Certification; the timeframe depends on education level and prior Information and Referral experience.
Pre-employment background check required.

Responsibilities

Help individuals focus on their particular needs and identify problems.
Screen clients by phone or in person for eligibility for programs or services and complete calls.
Assess call-in and walk-in clients by gathering demographic, income, asset, and needs information.
Enter demographic and assessment information into multiple databases.
Help clients complete applications, apply for assistance, set appointments, or find appropriate referrals.
Provide advocacy and short-term crisis intervention for people experiencing extreme stress, and refer them to appropriate resources.
Mail, text, or email resource information as needed and follow up with individuals or referral agencies to ensure client needs are met.
Counsel clients on health insurance options.
Conduct inquiries and basic research to determine whether unfamiliar services are available.
Compile data on calls, follow-up calls, and referral sources, and tabulate required reports for supervisor review.
Prepare and present public information materials and educational workshops, and represent the unit with service providers.
Attend meetings and programs related to relevant social service programs supported by the County.
Conduct community outreach through public speaking and educational workshops.