Information & Referral Specialist

AgeSpan•Lawrence, MA

2d•$25 - $27•Hybrid

About The Position

The Information and Referral (I&R) Specialist provides information on a wide variety of resources, programs, and services in response to inquiries from members of the community such as elders, persons with disabilities, caregivers, and professionals. I&R Specialists assess for program eligibility and link those in need of information and/or services to appropriate resources within and outside of the agency.

Requirements

Associate's degree with experience in the elder, disabled or customer service fields
Significant, relevant work experience may be able to be substituted for the degree requirement.
Strong computer skills and proficiency with Microsoft products
Ability to multi-task in a fast-paced call center environment while accessing information from a variety of sources.
Strong interpersonal skills with the ability to communicate in a professional and empathetic manner.
Strong organizational skills, ability to prioritize tasks, problem solve, and proactively identify and report concerns.
Supportive telephone manner and active listening and communication skills
Ability to interact comfortably with people with various levels of familiarity with the aging network, at various levels within the agency and positions in the community.

Nice To Haves

Bachelor's degree in a related field
AIRS certification
Proficiency working with web-based databases.
Experience providing information and referral and performing eligibility assessments.
Familiarity with the elder network including Councils on Aging, Aging Service Access Points (ASAP's) and Area Agencies on Aging (AAA's)
Bilingual capacity in Spanish preferred.

Responsibilities

Develop a working knowledge of agency programs and services, public benefits, community resources, and other relevant information.
Respond to all telephonic, in person and electronic requests in a professional, timely and accurate manner.
Process referrals for applicable agency programs through consumer needs assessment, preliminary eligibility determination, interdisciplinary consults, accurate and timely data entry and referrals to alternate resources as appropriate.
Complete all documentation required by the Executive Office of Aging & Independence (AGE) and agency procedures and adhere to current AgeSpan Quality Assurance standards.
Comply with HIPAA regulations and agency policies to ensure the privacy of protected health information (PHI).
Participate in I&R customer satisfaction processes and tracking of statistical data.
Seek peer input or management guidance on complex, atypical or time sensitive consumer situations.
Provide referral sources, consumers, and caregivers with information regarding next steps in the process.
Participate in professional development to enhance knowledge and skills, maintain certifications, and adhere to I&R training requirements as outlined by AGE.
Work collaboratively with other agency departments to ensure the highest level of customer service to both internal and external customers.
Represent the agency in the community at meetings, fairs, trainings, and other events.
Other duties as assigned.