Information & Referral Specialist

Area Agency On Aging of Pasco-Pinellas Inc; Saint Petersburg (FL); Presencial; USD 42.000 - 58.000; Jornada completa

Descripción de la vacante

Area Agency On Aging of Pasco-Pinellas Inc in Saint Petersburg, FL, seeks an Information & Referral Specialist to provide information and referral on community services to older adults and people with disabilities.

You will answer the ADRC Help Line, assist callers with resources, coordinate with the aging network, and document outcomes. The role requires strong communication and problem-solving skills in a fast-paced environment.

Formación

• Bachelor’s degree or higher in a related field or equivalent experience.
• Minimum 1 year of information and referral services, call center, case management, or related social services work.
• High school diploma or GED with at least 3 years of relevant experience.

Responsabilidades

• Answer the ADRC Help Line in a fast-paced environment with high call volume.
• Screen callers to determine needs and locate community resources.
• Assist callers in navigating services and benefits and explain options.

Conocimientos

Community resources

Data systems

Data entry

Interviewing

Screening

Crisis triage

Telephone skills

Relationship building

Communication skills

Customer service

Educación

Bachelor’s degree or higher

Associate degree + 1 year experience

High school diploma or GED + 3 years experience

Descripción del empleo

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Information & Referral Specialist

Full Time Professional SAINT PETERSBURG, FL, US

Job Summary:

Provides information and assistance/referral on community services to older adults, adults with disabilities, and other special populations in need or their advocates for possible assistance through the Aging and Disability Resource Center at the Area Agency on Aging of Pasco-PinellasAAAPP.

Duties and Responsibilities:

• Answer the Aging Disability Resource Center Help Line, a fast-paced environment with a high call volume.
• Screen callers need 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 the resource database.
• Assist ADRC Helpline Manager 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 privacy, securityand confidentiality regulations.
• Perform related work as assigned.
• 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 one year experience in information and referral services, call center services, case management, or experience performing human services related work. At a minimum must have a high school diploma or GED and three years of experience in information and referral services, case management, call center services, or related social services work experience.

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.
• Have the skills to meet the needs of people who are angry and hostile, manipulative, call frequently with the same problem or are otherwise difficult to serve.

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, 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