Information & Referral Specialist

COMMUNITY ACTION PROGRAM OF EAST CENTRAL OREGON; Pendleton (OR); On-site; USD 48,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental

Rx

Vision

FSA

Life Insurance

401K Plan

Vacation

Sick leave

Paid holidays

Job summary

CAPECO is seeking an Information and Referral Specialist in Pendleton. The role serves as the first point of contact for clients, assists with intakes, referrals, and scheduling, and provides clerical support to the Admin department.

A positive, customer-focused mindset and ability to work with diverse populations are essential. Qualifications include an associate degree or equivalent, strong organizational and communication skills, and proficiency with Word and Excel.

Qualifications

• Bilingual preferred for differential pay; capable in reading, writing, speaking English and Spanish.
• Associate degree in a related field or two years of equivalent education/experience.
• Ability to handle crisis with professionalism; maintain confidentiality.
• Highly organized and capable of multitasking with accuracy.
• Excellent communication and customer service skills; legible handwriting.
• Proficient with Word and Excel on a day-to-day basis.

Responsibilities

• Greet the public and staff in person, by email, and by phone.
• Serve as first contact for individuals seeking assistance.
• Conduct participant intakes and provide application help as needed.
• Take and relay messages to staff promptly via multiple channels.
• Analyze information to assess needs and route to resources.
• Schedule appointments and manage referrals and paperwork.

Skills

Bilingual English/Spanish

Customer service

Communication

Interpersonal skills

Microsoft Word

Microsoft Excel

Organization

Education

Associate degree

Tools

Word

Excel

Job description

CAPECO is a diverse group of people who are committed to creating a thriving community by providing education, resources, and services dedicated to eliminating poverty and contributing to the success of our community members. We hire people from all walks of life not because we must, but because we know it makes us stronger. If you share our passion for community, then we would love to meet you!

POSITION: INFORMATION AND REFERRAL SPECIALIST (Bilingual English/Spanish Preferred)

Supervised by: Asset Director

Department: Admin

Classification: Regular Full Time Position

Status: Non-Exempt

Location: Pendleton

Salary: $3,807 + 6% Bilingual Differential Pay

Benefits: Health, Dental, RX, Vision, FSA, Life Insurance, 401K Plan, Vacation, Sick and Holidays

Position Overview

Serve as the initial contact for individuals coming into the agency as well as calling in by phone. You will be the first point of contact for clients seeking assistance through one or more of the agency’s services and programs. This will include fielding a variety of inquiries and questions as well as working with individuals and families to obtain materials and information. You will need to appropriately direct individuals to the correct department and/or assist with scheduling appointments, data collection and making referrals.

This person will also provide a variety of clerical duties and support to the office. This position is customer facing and will require someone who takes pride in customer service, positive relationships, and the ability to work with a diverse population.

Essential Job Functions

An employee in this position may be called upon to do any or all the following essential functions. These examples do not include all the duties which the employee may be expected to perform. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without reasonable accommodation.

• Greet and deal effectively with the public and staff, in person, via email and over the phone.
• Serves as the initial point of contact for individuals and households seeking assistance and other services.
• Conduct participant intakes and provide application assistance as needed.
• Take detailed and accurate messages, ensuring that each message is delivered or communicated to staff via email, phone message, Microsoft Teams, or in person to appropriate staff in a timely manner.
• Analyze complex information gathered from callers to assess needs, and research and refer them to appropriate resources.
• Distribute information pamphlets.
• Provide current information to the public regarding the general eligibility requirements for assistance programs.
• Maintain a current resource directory to assist with appropriate referrals. This will require coordination and collaboration with area partners and online resources to keep an accurate and current list of services offered.
• Schedule office and in-home appointments for assistance programs and instruct households on what to bring to appointments.
• Open and route daily incoming mail. Prepare outgoing mail each day, deliver to the Post Office each afternoon.
• Maintain suggested list of office supplies. Process supply, equipment, or furniture requisitions. Provide accurate posting of supplies ordered to appropriate grants. Ensure delivery of supplies to appropriate staff persons or department head.
• Maintain various lists and logs based on usage and request.
• Enter client information into a variety of state and agency databases.
• Responsible for maintaining inventory records for energy education supplies and reordering supplies as necessary.
• Prepare reports and correspondence as needed.
• Provide clerical support to program staff.
• Participate in agency and community workgroups, committees and trainings as needed.
• Assist with CAPECO sponsored events.
• Perform other duties as assigned.

Required Knowledge, Skills, Abilities & Minimum Qualifications

The requirements listed below are representative of the knowledge, skills, abilities, and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bilingual Preferred but not required: for differential pay - must be proficient in reading, writing, listening and speaking in English and Spanish.
• An associate degree in a related field of study which can be substituted for two years of equivalent education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of this position.
• Must possess a high level of tolerance and understanding for individuals and families that may be in crisis as well as possibly experiencing mental health concerns and substance abuse.
• Requires individual to be highly organized.
• Must maintain agency and client confidentiality.
• Excellent communication, interpersonal, and customer service skills and legible handwriting.
• Must have computer experience and a working knowledge of Word and Excel.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to stand, walk; sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to bend, kneel, and crouch. Specific vision abilities required by this job include close vision and distance vision. The noise level in the work environment is usually moderate. The employee must occasionally lift, and/or carry/move objects up to 50 pounds.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, smart phones, photocopiers/scanners, shredders and filing cabinets.

SPECIAL REQUIREMENT

• Must pass a criminal history background investigation however, a conviction of a crime may not necessarily disqualify an individual from this position.
• CAPECO is a drug free workplace and pre-employment drug screening will be required. Due to federal funding, our drug screening includes the use of marijuana.
• Possession of or ability to obtain a valid driver’s license and insurable driving record is required.
• Travel may be required within the service area, which will require the use of a personal vehicle. Mileage will be reimbursed per IRS guidelines.

EQUAL OPPORTUNITY EMPLOYER

CAPECO does not discriminate in employment opportunities or practices based on race, color, national origin, religion, sex, sexual orientation, gender identity/transgender status, age, disability, veteran or marital status, genetic information or any other characteristic protected by applicable law.