IN-IDOH, MCH Communication Specialist

Wiserhunt•Indianapolis, IN

7d•Remote

About The Position

The MCH MOMS Helpline is a call center within the Maternal and Child Health Division at the Indiana Department of Health. Its mission is to reduce infant mortality in Indiana by connecting families with resources that improve the health of mothers and children and by promoting cross-sector collaboration to support effective early childhood systems. The Communication Specialist provides information, referrals, and resources to mothers, pregnant women, women of childbearing age, and families, helping them overcome barriers to accessing services in their communities. The role also provides statewide screening and referral services for eligible pregnant women in target counties, connecting them with home-visiting services and other resources. The position works within the IDOH MCH Community Engagement Team and collaborates with other divisions, staff, contractors, and internal and external partners to meet Helpline requirements. It represents IDOH, MCH, and statewide partners, and advises the Community Engagement Systems Program Director on matters with significant impact. The position requires detailed knowledge of relevant resource and referral systems, independent judgment, and adherence to Alliance of Information and Referral Systems standards. The work is remote, but the candidate must reside in Indiana and be onsite in Indianapolis on the first workday to collect equipment. Training is scheduled for 8:30 a.m. to 5:00 p.m. for four to six weeks; after training, work hours are 10:30 a.m. to 7:00 p.m. Eastern Time.

Requirements

Bachelor’s degree or higher in communications, social work, information technology, education, special education, home visiting, or a related health or human services field.
Three years of experience in positions involving maternal needs, special needs, or work with very young children.
Three years of knowledge of typical and atypical child development and special-needs conditions.
Three years of prior experience using databases and producing data reports.
Knowledge of social service and medical providers to whom the Helpline makes referrals.
Ability to develop specialized knowledge of Information and Referral service provision and knowledge of services available throughout Indiana.
Excellent listening skills and ability to assess an inquirer’s situation and needs and use good judgment in determining appropriate referrals.
Excellent interpersonal skills and ability to communicate effectively with professionals and the general public.
Compassion and understanding when working with people facing difficult situations.
Logical thinking, sound judgment, and composure in stressful circumstances, including suicide, abuse, or crisis calls.
Respectful, non-judgmental, non-critical, and attentive approach to the concerns of MCH programs and staff.
Ability to work independently and as part of a project team, with minimal supervision.
Ability to work under pressure and tight deadlines in a fast-paced environment; multitasking, prioritization, and flexibility.
Proficiency with Microsoft Office, including Outlook, PowerPoint, Excel, and SharePoint.
Well-developed written and verbal communication skills.
Ability to work with diverse groups of employees across differing functions and skill levels.
Must reside in Indiana.
Must be onsite in Indianapolis on the first day of work to pick up equipment.
Must accept the stated training and post-training schedule.
Absences longer than two weeks require advance CAI management approval and provision of contact information; the client may dismiss a resource who does not return on the agreed date.

Nice To Haves

Bilingual ability in English and Spanish, Burmese, or Haitian Creole.

Responsibilities

Handle a high volume of incoming and outgoing calls efficiently.
Help families navigate maternal and child life-cycle resources and referrals using multiple intake and screening processes accurately and thoroughly.
Follow up with clients engaged through the system to ensure service quality.
Develop detailed knowledge of early childhood systems and programs, including Help Me Grow IN, home visiting, early childhood, special education, and Children and Youth with Special Health Care Needs programs, including eligibility, referral and application processes, due process information, and support services.
Send confirmation letters and resource information to referral sources.
Assist with maintaining case files and filing systems.
Attend staff meetings, conferences, and workshops to develop professional skills and stay informed about systems and current best practices for working with mothers, children, and families.
Work effectively as a team member and assist other staff as needed.
Assess client needs and direct clients to appropriate resources and referrals.
Use knowledge of statewide community resources and service providers to help identify service gaps, barriers, and trends affecting families.
Apply Information and Referral standards and use the Vision Link Database.
Provide caller data to the Lead Communication Specialist for daily reports, including call volume and filters such as referrals, call type, needs, and providers.
Maintain cooperative relationships with internal and external partners to support daily problem solving and interpretation of regulations and policies.