Information and Referral Specialist (Elder HELPLINE)
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 within 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 accurate referrals for aging and disability services, and manage callers who may be in crisis or under emotional strain. Key aspects of the role include maintaining professionalism, listening actively, responding with care, researching and documenting service requests across multiple systems, maintaining accurate records, contributing to the agency's resource database, and supporting programs like SHINE and EHEAP. Additional duties may include assisting with outreach efforts and special projects. Success requires strong communication, active listening, problem-solving, and organizational skills to handle a high volume of requests accurately. Collaboration with teammates and adaptability to shifting priorities are also important. The position is based in the Fort Myers office, with a potential for a hybrid schedule 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.
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 programs such as SHINE and EHEAP.
- Assist with outreach efforts and special projects as needed.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Paid time off
- Employee discounts
- SEP retirement plan eligibility after one year of employment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
