Information & Referral Specialist

Springwell•Waltham, MA

2d•Hybrid

About The Position

Springwell is seeking compassionate community specialists to provide Referrals to older adults, family caregivers, individuals with disabilities, and community professionals. The specialists gain extensive knowledge of internal Springwell programs as well as the broader service networks available to our consumers. Specialists need excellent interpersonal and problem-solving skills in order to provide accurate information tailored to the specific needs of the inquirer. The compensation for this role is $28.21/hr for a 37.5 hour work-week. POSITION DESCRIPTION Information and Referral Specialists work with consumers over the phone, via email, and in person at the Springwell office. They provide support and consultation to individuals who are seeking assistance navigating services available to them. The Specialists are able to build rapport with both non-professional and professional callers, provide empathy and support, assess needs, and make appropriate referrals to internal Springwell programs and to external agencies. Specialists build an extensive knowledge of providers, agencies, and services available to the community and use their skills to share this knowledge in a way that supports and empowers consumers. The team also conducts research for and makes updates to informational materials that are provided to the community and utilized by Springwell staff.

Requirements

Bachelor's degree and previous social service experience preferably with older adults, individuals with disabilities and/or providing customer/consumer support
Excellent organizational, interpersonal, and communication skills
Ability to learn and navigate internal computer systems
Ability to work both independently and collaboratively with co-workers, adapt to changes and problem-solve.

Responsibilities

Assess caller’s need for services and community resources; research options; provide accurate and unbiased information tailored to the caller.
Collaborate with colleagues in other Springwell departments surrounding their resource needs.
Maintain existing information sheets used by staff, community partners, and consumers; create new informational materials around topics of interest that are relevant to the Springwell community.
Update and maintain community provider records in the internal resource database; research new providers for possible inclusion in the database.

Benefits

3 weeks of vacation in first year
Birthday off
13 paid holidays
3 paid personal days
15 paid sick days per year (You can accumulate up to 450hrs/12weeks)
Health & dental insurance with employer contribution
Life and long-term disability insurance at no cost to employee
Flexible Spending Plan
Employee Assistance Plan
401K Retirement Savings Plan w/ employer contribution
Mileage reimbursement
Flexible Work Options available after 6 months for most positions; alternate start time between 8:00 and 9:30 a.m., 4 day work week, 4.5 day work week, telecommuting work option, remote work option
Employee referral bonuses
Free parking
Commitment to promoting from within