JOB TITLE: Information & Referral Staff DATE: March 2024
DEPARTMENT: HelpLink, 211 REPORTS TO: Lead, I & R
SUPERVISED BY: VP 211 Operations, HelpLink 211
CLASSIFICATION: Non-Exempt
Currently hiring for 3-day positions. (M-F; 1-6 & M-F; 7-3 or 8-2)
OVERALL PURPOSE: Ensures delivery of quality I&R and contract agency services. Performs other duties as assigned.
DUTIES and RESPONSIBILITIES
MAKES REFERRALS AND PROVIDES INFORMATION
· Provides Information and Referral (I&R) service to callers using the appropriate taxonomy codes to locate providers. For non-referral calls, provides information quickly and documents the nature of the call. Provides referrals/information by phone, text, email, or chat, as the caller prefers.
· Submits case narratives and timely documenting correct information into the database.
· Manages crisis callers by HelpLink protocol.
· Uses a translation service or the TDD line to connect with callers and provide requested service.
· Share lessons learned with other community resource consultants/specialists.
CONDUCTS FOLLOW-UP CALLS
· With the caller’s permission, conduct follow-up calls by program parameters.
· Based upon discussion with the caller, determine if needs were met and if not, why. Completes required documentation.
· Considers the situation and, when appropriate, advocates for the caller by contacting the service provider to get a fuller explanation of ineligibility or to resolve misunderstanding or discrepancies. For complex situations, refer cases to the Lead or Director, 211 for guidance/resolution.
TAKES CONTRACT AGENCY CALLS
· Handles contract agency calls according to established guidelines.
· Documents calls in the database so that reports can be accurately prepared.
JOB RELATIONSHIPS. VP 211 Operations, HelpLink 211, Lead and co-workers in the organization as well as members in the community.
KNOWLEDGE SHILLS AND ABILITIES.
· Ability to respond to callers and quickly ascertain underlying needs through effective questioning, while maintaining caller confidentiality.
POSITION DESCRIPTION Page 2
I & R
· Ability to remain calm while dealing with confused, emotional, or hesitant callers.
· Ability to listen to a caller’s needs while searching databases and asking effective questions.
· Ability to communicate clearly and effectively both orally and in writing.
· Skill in entering, correcting, and retrieving information from an automated system.
- Must be willing and able to become AIRS certified.
Educational Qualifications:
Bachelor’s Degree preferred but not required. Equivalent or related experience may be substituted for educational requirements.
Physical Requirements:
Requires manual dexterity and visual acuity to operate a keyboard as well as search for, enter, and retrieve information on a computer. Must be able to answer telephone calls, speaking plainly and quickly. This position requires sitting for long periods.
Work Environment:
After a period of training in the office, the individual will work remotely. The employer will provide a technology bundle (i.e., computer, monitor, wireless headset, etc.) as well as an internet supplement.'
'
Work Remotely
- Yes
Job Types: Full-time, Part-time
Pay: $12.75 - $13.00 per hour
Expected hours: 12 – 35 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 4 hour shift
- 8 hour shift
- Monday to Friday
Ability to Commute:
- Dayton, OH 45402 (Required)
Work Location: Hybrid remote in Dayton, OH 45402