Information and Referral Manager

The SPAN Center: Capital Area Agency on Aging; Richmond (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

The SPAN Center: Capital Area Agency on Aging seeks a motivated Information and Referral Program Manager to lead a dedicated team. You will oversee intake assessments, referrals, and data reporting while promoting a trauma-informed, client-centered approach across our service area.

You will work with community partners, agencies, and internal teams to align services, mentor staff, and support advocacy efforts for aging and disabled populations.

Qualifications

• Master's degree preferred; experience in social work or human services management.
• Experience supervising others and coordinating teams.
• Strong data reporting and analysis skills for program monitoring.

Responsibilities

• Provide leadership, supervision, and support to the Information and Referral team.
• Foster a collaborative, trauma-informed work environment.
• Use PeerPlace reporting to monitor team performance and analyze data.
• Conduct compassionate intake assessments to determine eligibility and needs.
• Provide trauma-informed client engagement and timely referrals to services.
• Participate in community meetings and inform partners about Span Center services.
• Set and lead team meeting agendas; manage inquiries about services.
• Assist with recruiting, training, and supervision of staff and volunteers.
• Develop knowledge of policy/regulations and advocate for community needs.
• Support staff development and budget administration with cross-team collaboration.

Skills

Leadership

Trauma-informed

Team supervision

Data analysis

Intake assessments

Community partnerships

Communication

Budgeting

Microsoft Office

Education

Master's degree in social work or related field

3-5 years of social work/human services management experience

CRS certification through Inform USA within 90 days

Tools

PeerPlace

Job description

Provides leadership and directs the strategies and activities for the Information and Referral team to optimize their efforts, assure effectiveness, and enhance efficiency to positively impact clients’ experiences. Promotes a person-centered trauma informed approach when working with clients and staff. Works proactively and promotes collaboration with internal program staff in the Agency and community partners throughout our service area. Participates in developing the program initiatives and offers a forward-thinking approach.Duties/Responsibilities:Provides leadership, supervision, and support to the Information and Referral team, fostering a collaborative, person-centered trauma informed work environmentUses PeerPlace reporting to monitor the work of the team and ensure accuracy and to analysis data for trends.Assist the Information and Referral team in case reviews and oversee steps to ensure quality in services, as necessary.Conduct compassionate, person-centered intake assessments to determine eligibility, service needs, and appropriate support options as neededProvide trauma-informed client engagement, respond to inquiries, and connect individuals with services and community resources through timely referrals as needed.Participate in community meetings to learn about resources and to inform about The Span Center.Sets agenda and facilitates team meetings.Ensure person centered trauma informed approach to client related communications, which includes but not limited to phone calls, emails, web inquiries and on behalf of the agency.Oversees and responds as needed to inquiries about services and programs from community partners.Represents the Information and Referral Program at Management Team and other meetings as requested.Facilitates and participates in staff development programs and training and all management training.Assists with recruiting, training, and supervision of the Information and Referral staff and volunteers.Maintains knowledge of current human service policy and procedures manuals and of all state and federal standards and regulations relating to services rendered to clients.Participates in advocacy efforts to support and address the diverse needs of the communities we serve.Seeks to develop opportunities for community volunteers to engage with appropriate aspects of their department and our program, with support from Volunteer Services Staff.All other duties as assigned by supervisorKnowledge, Skills, and Abilities:Knowledge of the theories, principles, and practices of public human service organizations and public assistance programs.Trained and understands Inform USA standards which identifies specific competencies and related performance criteria, which describe the knowledge, skills, attitudes and work-related behaviors needed by I&R practitioners to successfully execute their duties.Knowledge of current social, economic, and health problems and of human behavior and social functioning.Ability to analyze facts and to exercise sound judgment; ability to plan, assign, and supervise the work of others.Ability to plan and organize work, and to understand and interpret laws, policies, and regulations; ability to communicate and establish effective working relationships with co-workers, other professional and technical staff, social agencies, and the public.Ability to prepare reports and maintain records using computer automation technology.Ability to communicate complex ideas effectively, verbally and in writing.Ability to work effectively in an inter-disciplinary team setting; ability to develop and administer a program budget effectively.Education and Experience:Any combination of education and experience equivalent to graduation from an accredited college or university with major course work in social work, human service, psychology, health or related with preference for a master's degree in social work or related field.Prefer 3 - 5 years of experience in social work or human services management. Experience working with older individuals, disabled individuals, and knowledge of aging issues. Experience supervising others. Skilled in the use of Microsoft Office products. Has or will obtain Community Resource Specialist (CRS) certification through Inform USA within 90 days of employment.Physical Requirements:Prolonged periods sitting at a desk and working on a computer.Prolonged periods of sitting behind a vehicle for travel time within our planning district.Must be able to lift up to 15 pounds at times.