Call Center (Information & Assistance Specialist)

The Senior Alliance; Dearborn (MI); On-site; USD 42,000 - 52,000; Full time

Job summary

The Senior Alliance in Dearborn, Michigan is seeking an Information and Assistance Specialist to join our dedicated call center team. You will respond to incoming calls, route inquiries to the appropriate TSA departments, and provide information and referrals to older adults, caregivers and individuals with disabilities, using person-centered approaches and active listening.

The ideal candidate has a Bachelor’s degree in a human services field, at least two years in a nonprofit setting,

Qualifications

• Bachelor's degree in human services or related field preferred.
• Minimum 2 years experience in a human services nonprofit setting.
• Familiarity with aging networks and community resources for seniors desirable.
• Some experience with data entry and data management required.

Responsibilities

• Answer incoming calls to the agency and connect callers to TSA departments as needed.
• Monitor and respond to inquiries via main email, fax, and referrals; MI Bridges and MI Choice referrals.
• Provide information and referrals using person-centered thinking and active listening.
• Document data accurately into the client database in a timely manner.
• Serve as an advocate for individuals and participate in departmental meetings.

Skills

Interpersonal skills

Active listening

Data entry

Teamwork

Education

Bachelor's degree in human services

Tools

Information systems / databases

Job description

Position:Call Center (Information & Assistance Specialist)

Location: Dearborn, MI

Job Id:329

# of Openings:1

Job Title: Information and Assistance Specialist

Salary: Commensurate with education and experience and within budget constraints.

Education: Bachelor’s degree in human services related field from an accredited four-year college or university is preferred.

Experience: 2 years’ experience in a human services organization preferably with a non-profit environment. Familiarity with the aging network, community organizations and resources for seniors is desirable. Some experience with data entry and data management required.

Requirements: Has excellent interpersonal and group process skills. Is accurate, conscientious and flexible with attention to detail. Is proficient with computers and telephone functions. Accepts direction, is well organized, and has the ability to meet deadlines. Willingness to work in a team environment. Acquire CRS-A/D Certified Resource Specialist for Aging and Disabilities upon meeting eligibility requirements (Training will be provided). Must have valid driver’s license and reliable transportation. The Senior Alliance is a non-profit 501c(3) where philanthropy on behalf of the agency is a requirement of all employees. Perform job functions with ethics, honesty and integrity.

General Job Description:

Works in a team environment to assist the agency in delivering various information and assistance to older adults, caregivers and individuals with disabilities. Must be able to quickly understand and grasp complex issues and multiple needs of individuals. Must have excellent communication and interpersonal skills, including the ability to relate effectively with individuals from all demographic groups. This position will require use of a computer to access multiple software systems and input information into an I&A resource database. Must demonstrate the ability to follow protocols and procedures. Must employ a professional manner that promotes interagency cooperation and evokes respect.

Physical Requirements:

• Regularly required to sit for extended periods of time
• Regularly spend long hours using office equipment primarily telephones and computers
• Regularly work on repetitive tasks and motions
• Ability to lift up to 20 pounds

Duties:

• Answer to all incoming calls to the agency, connect callers to other TSA departments, as needed, and assist with all Information and Assistance calls as appropriate;
• Monitor and respond to all inquiries coming into the TSA main email, TSA fax line, MI Choice Waiver Referrals coming through TSA’s website and referrals made through the MI Bridges system;
• Respond effectively to individuals in a respectful manner utilizing person-centered thinking principles, active listening skills, thorough assessment, and problem solving techniques;
• Provide information and referrals by establishing empathetic contact with individuals, assessing their short and long term needs, identifying available community-based resources, providing referrals, and following up to ensure an individual’s need have been addressed, as appropriate;
• Ensure data is accurately and completely documented into client database in a timely manner;
• Serve as an advocate for individuals as appropriate;
• Attend and participate in Information Services departmental meetings;
• Assist with other duties, projects and outreach events as assigned by the Information and Assistance Manager or Chief Clinical Officer;
• Abide by the quality assurance standards of AIRS;
• Other duties as assigned by the Information Services Manager, and/or Chief Clinical Officer