Information And Referral Specialist

JOB DESCRIPTION

TITLE

Information and Referral Specialist

TEAM

Delaware 211

GRADE TBD

FLSA

REPORTS TO

Manager, Delaware 211

DATE: February 22, 2024

EXPECTATION FOR ALL EMPLOYEES:

Support the mission, vision, and values of United Way of Delaware (UWDE) and Delaware Helpline, Incorporated (aka DE211). When appropriate, participate in various after hours and weekend activities that benefit UWDE, DE211 and the community. Due to the leadership role UWDE and DE211 are called upon to play in the community, it is the expectation that all staff will be fully engaged in community meetings, events, and activities.

POSITION SUMMARY:

The Information and Referral (I&R) Specialist is part of a team that is responsible for screening callers to determine the most appropriate initial course of action given the callers needs and the available resources within the community. The I&R Specialist provides accurate information, education, support and Referrals in a non-judgmental and respectful manner. The I&R Specialist must be able to build rapport with callers, elicit relevant information, effectively communicate via phone and e-mail, gather and record data, accurately assess callers’ needs and appropriately motivate callers to follow through with referrals. The I&R Specialist helps with maintaining the database and the continuous process of finding additional resources.

ESSENTIAL FUNCTIONS:

• Reliably staff the Helpline as scheduled, maintaining regular and punctual attendance.
• Respond promptly and courteously to inquiries made via phone, e-mail and voicemail message regarding the availability of health and human services.
• Represents UWD on key boards, committees, councils, for purpose of driving mission of UWD.
• Use sensitivity and interpretive skills to assist individuals in defining their problems and the types of services needed.
• When necessary, arrange for assistance for persons who may be in mental crisis or incapable of addressing appropriate health or human services.
• Follow up on referrals to evaluate the effectiveness of human service needs, service trends, and availability of services.
• Maintain a high standard of customer service satisfaction.
• Maintain up-to-date records on client requests and Referrals made.
• Maintain current knowledge of human service needs, service trends, and availability of services. Assists with production of resource materials containing information on community services.
• Function as a cooperative and supportive member of the I & R team.
• Participate in community planning and community education activities regarding the delivery of health and human services. Represent Delaware 2-1-1 and UWD.
• Perform other duties during down time at night, such as mailing housing lists to callers and informational brochures per agency requests.
• Other duties as assigned.

QUALIFICATIONS AND KNOWLEDGE REQUIREMENTS

EDUCATION

• Bachelor or Associates Degree in Human Services, Counseling, Social Work or related field and or equivalent work experience, minimum of two years’ experience in the human service or customer service field, Certified Information & Referral Specialist (CIRS) certification or willingness to obtain within one year of hire.

SKILL REQUIREMENTS

Incumbent must be mission-focused, relationship-oriented, a collaborator, results-driven, detailed oriented, able to take initiative, and a brand steward, strong basic computer skills including keyboarding, word processing, and internet and database search skills, experience in working with culturally and ethnically diverse staff, volunteers, partners and community stakeholders, ability to research and develop knowledge of existing resources (federal, state, county, city and private agencies), excellent interpersonal skills, including ability to communicate effectively both verbally and in writing, reflective listening skills, high degree of sensitivity to the needs of our clients, ability to work well within a team environment on various tasks simultaneously, maintain a positive attitude, work with varying levels of supervision, ability to maintain professional boundaries and confidentiality, and Spanish-speaking preferred.

CORE COMPETENCIES

• Critical Thinking and Creative Problem Solving – Is able to address and coordinate complex issues to achieve desired results. This includes the ability to gather, interpret and use relevant data to drive strategy development, make decisions and drive for results.
• Planning and Implementation – Is a leader and takes initiative in planning and developing initiatives within impact areas to achieve results that drive collective community outcomes.
• Results-Driven – Our staff is dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
• Relationship Building - Develops and maintains strategic relationships that generate the resources necessary to support United Way’s mission.
• Entrepreneurial and Innovative - Creatively seeks new opportunities to generate revenue and other resources that add greater value to the organization and the community.
• Community Collaborator - Engages diverse stakeholders to assess community accurately and effectively

needs with credibility, authenticity and humility strategically guides UWDE and 211 to contribute to the

community’s priorities: Is an effective and passionate communicator, articulating the UWDE and 211 message in a way that inspires others to act in service to the organization and the community needs.

• Embracing and Managing Change - Champions and facilitates change to ensure long-term community

sustainability. He/she adapts successfully to changing needs while maintaining positive relationships with all

constituents, internal and external.

PHYSICAL/ENVIRONMENTAL

• Statewide travel (use of personal vehicle, valid driver’s license, and proof of insurance) is required.
• Occasional travel out-of-state and overnight travel may be necessary.
• Environmental conditions include the ability to work virtually, indoors, and outdoors year-round.
• Ability to stand, walk, bend, reach and sit for extended (eight hours or more) periods of time.
• Ability to lift minimally 15lb objects and move from one place to another.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Wilmington, DE 19801