Intake/Information & Referral Specialist

Greater Springfield Senior Services, Inc. (GSSSI) • Springfield, MA

9d • Onsite

About The Position

The Information & Referral (I&R) Specialist serves as a vital point of contact and support for older adults, families, caregivers, and individuals living with disabilities. This position acts as a critical link to community resources, leveraging a wide range of informational assets to address client inquiries, navigate complex service networks, and process program referrals within internal databases. Beyond initial contact, the I&R Specialist manages client follow-ups and provides professional advocacy to ensure individuals successfully connect with the services they need. Every interaction is guided by a commitment to the agency's mission, core values, and rigorous service standards.

Requirements

• Exceptional verbal and written communication skills in English.
• Ability to fully concentrate on the caller, accurately identify the core issue, and verify understanding before offering solutions.
• Proven skill in remaining calm and professional while managing frustrated, confused, or distressed callers.
• Ability to simultaneously navigate internal databases, document notes in real-time, and research resources while maintaining a supportive conversation.
• Strong customer service orientation with a demonstrated sensitivity to older adults, diverse populations, and individuals with disabilities.
• Strong aptitude for problem identification and the development of creative, resource-based solutions.
• Practical knowledge of older adult care networks and community resources.
• Proficient and accurate data entry skills.
• Advanced computer literacy, including the Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Proven ability to work effectively under pressure and remain productive through frequent interruptions while meeting strict deadlines.
• Demonstrated ability to show empathy and compassion, with the skill to establish a professional rapport with clients quickly.
• Commitment to obtain InformUSA CR/S certification within one year of hire.

Nice To Haves

• Bilingual candidates are strongly encouraged to apply.
• Bachelor's degree preferred or an Associate's degree with 2-3 years of related field experience.
• Experience with older adults with disability network preferred.
• Experience working with the older adult population is desirable.
• Public speaking experience is desirable.
• Call center or other customer service experience is desirable.

Responsibilities

• Serve as a vital point of contact and support for older adults, families, caregivers, and individuals living with disabilities.
• Act as a critical link to community resources, leveraging a wide range of informational assets to address client inquiries.
• Navigate complex service networks and process program referrals within internal databases.
• Manage client follow-ups and provide professional advocacy to ensure individuals successfully connect with the services they need.
• Maintain a commitment to the agency's mission, core values, and rigorous service standards in every interaction.

Benefits

• Public Service Loan Forgiveness (PSLF) - If employed by a not-for-profit organization such as GSSSI, you may be eligible for the PSLF Program for student loans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree