Information and Referral Specialist

The SPAN Center: Capital Area Agency on Aging • Richmond, VA

3d • Onsite

About The Position

Provides comprehensive, person-centered and trauma-informed Information and Referral services with a focus on holistic engagement and connection to community resources. This role is responsible for assessing the full scope of client needs—including financial, social, functional, and environmental factors—to determine eligibility for services and identify appropriate supports. The Information and Referral Specialist serves as a key entry point for individuals seeking assistance, fostering a safe, respectful, and trusting environment that recognizes the impact of trauma and prioritizes client dignity, choice, and empowerment. This position requires strong knowledge of community resources and the ability to connect clients to appropriate internal and external supports. The Information and Referral Specialist collaborates closely with agency programs and community partners to ensure coordinated, responsive, and equitable service delivery.

Requirements

• Strong knowledge of human services systems, community resources, and public assistance programs.
• Understanding of social, economic, and health-related challenges impacting diverse populations.
• Knowledge of and ability to apply person-centered and trauma-informed care principles in all client interactions.
• Demonstrated ability to take a holistic, strengths-based approach to engagement and service delivery.
• Skilled in interviewing, active listening, and assessing complex client needs with sensitivity and professionalism.
• Ability to analyze information and make sound, timely decisions regarding eligibility and referrals.
• Excellent communication skills, with the ability to explain information clearly and build trust with clients.
• Strong interpersonal skills and ability to establish effective relationships with clients, staff, and community partners.
• High level of empathy, cultural responsiveness, and commitment to equity and inclusion.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple responsibilities.
• Experience in customer service and working in fast-paced, client-facing environments.
• Bachelor’s degree from an accredited college or university in sociology, social work, human services, or a related field required.
• Has or will obtain the Inform USA certification within 180 days of hire.
• Any combination of education and experience equivalent to graduation from an accredited college or university with major course work in sociology, social work, human services, or related field.

Nice To Haves

• A minimum of two (2) years of experience in human services or a related area is preferred.
• Experience working with older adults and knowledge of aging and disability-related issues is highly desirable.
• Prefer 2 years' experience in related human service work.
• Experience collaborating with older individuals and knowledge of aging and disabled issues is helpful.

Responsibilities

• Engage individuals in a welcoming, respectful, and trauma-informed manner, creating a safe space that promotes trust, dignity, and open communication.
• Use a person-centered approach to guide conversations, prioritizing each individual’s voice, preferences, strengths, and lived experiences.
• Conduct holistic assessments that explore physical, emotional, social, environmental, and financial needs, recognizing the full context of each client’s situation.
• Apply trauma-informed practices by recognizing signs of trauma, avoiding re-traumatization, and supporting client choice, control, and empowerment throughout the intake process.
• Collaboratively identify client goals and needs, ensuring individuals are active participants in decisions regarding their care and services.
• Provide clear, compassionate communication about available services, rights, and responsibilities, ensuring information is accessible and easy to understand.
• Maintain a strong, current knowledge of community resources and services to offer meaningful, individualized referrals aligned with client needs and preferences.
• Support clients in navigating systems and reducing barriers to access, serving as a consistent and supportive point of connection.
• Respond to high volumes of inquiries with patience, professionalism, and empathy, recognizing that each interaction is an opportunity to build trust.
• Collaborate with internal teams and external partners to ensure coordinated, seamless, and responsive service delivery.
• Advocate for individuals and families by helping to identify gaps in services and elevating client needs when appropriate.
• Maintain accurate and timely documentation that reflects a strength-based and respectful portrayal of each individual.
• Continuously update and contribute to resource knowledge to strengthen service connections and improve client outcomes.
• Participate in ongoing professional development, including training in trauma-informed care, cultural responsiveness, and equity-focused practices.
• Support inclusive community engagement efforts and encourage opportunities that empower clients and community members.
• Assist with front desk and administrative functions as needed, ensuring all interactions reflect a client-centered and trauma-informed approach.
• Perform other related duties as assigned in alignment with person-centered and trauma-informed values.

Benefits

• The Span Center prohibits discrimination based on race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level