Information & Assistance Specialist

Job Summary:

Provides information and assistance/referral on community services to older persons and persons with disabilities in need or their advocates for possible assistance through the Aging and Disability Resource Center

Duties and Responsibilities:

• Answer the Aging Disability Resource Center Help Line, a fast-paced environment with a high call volume.
• Screen caller needs and assist callers to find the resources available in their community pertinent to their needs.
• Assist callers on ways to negotiate services and benefits and provide guidance on available options.
• Provide active listening, support, and problem solving for seniors, adults with a disability and their caregivers who may be in emotional distress or crisis. De-escalation or stabilization may be required.
• Call other agencies in the aging network to obtain information for callers or assist with 3-way call.
• Follow-up on select cases to determine the outcome of the referral.
• Utilize computer to access and retrieve information on community resources.
• Review appropriate reports, releases, brochures, and other materials to keep abreast of happenings in the aging network.
• Assist ADRC Helpline Manager with researching new programs and services to be added to resource database.
• Assist ADRC Helpline Manager with updating database as time permits.
• Provide face-to-face assistance for customers who seek information in person.
• Respond to letters/emails from concerned citizens and information requests from individuals and agencies.
• Support the department and organization and work with others in an effort to accomplish the goals of the agency.
• Treat clients, the public, and staff with courtesy, respect and dignity and present a positive public image.
• Comply with all security and confidentiality regulations.
• Any other duties as assigned.

Education:

Bachelor’s degree from an accredited college or university; or Associate of Arts degree from an accredited college or university and a minimum of one year experience in information and referral services, call center services, case management, or experience performing human services related work; or a High School diploma or GED and three years’ experience in information and referral services, call center services, case management, or experience performing human services related work.

Skills/Qualifications:

• Thorough knowledge of community resources, eligibility criteria and procedures for application for needed services.
• Ability to learn and use multiple data systems.
• Accurate data entry and keyboarding.
• Must have demonstrated evidence of interviewing, screening, and problem-solving skills.
• One or more years’ experience working with clients preferred.
• Ability to triage crisis calls to appropriate resources.
• Individual must have excellent telephone and communication skills, verbal and written.
• Ability to develop effective working relationships with clients, caregivers, colleagues, professionals, and community vendors.
• Ability to maintain a positive work attitude in a fast-paced environment with high call volume.

Special Requirements: Must pass DOEA Level II criminal background screening; must sign Medicaid Attestation Payroll Form per Department of Elder Affairs/AAAPP requirements. Must sign SMMCLTC Program – Prohibited Activities.

Equal Opportunity Employer:

At AAAPP, we take pride in providing equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability.

Accordingly, the purpose of this policy is to reinforce our commitment to the creation and maintenance of a diverse workplace where equality, respect, and consideration for one another are the norm.

SPECIAL REQUIREMENTS:

Must pass Level II criminal background screening.

No Phone calls - DF/SFWP--EOE

Excellent Benefits

Work Remotely: Hybrid

Job Type: Full-time

Salary: $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

COVID-19 considerations:

Employees are working hybrid work arrangements (remote / office / community).

Ability to commute/relocate:

• Saint Petersburg, FL 33702: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• accurate data entry and keyboarding: 1 year (Preferred)
• Call center: 1 year (Preferred)
• case management: 1 year (Preferred)
• information and referral services: 1 year (Preferred)
• related social service work: 1 year (Preferred)

Language:

• Spanish (Preferred)

License/Certification:

• Alliance of Information and Referral Systems license/cert (Preferred)