Information & Referral Specialist for Elder Resources

Area Agency On Aging of Central Florida, Inc.; Orlando (FL); Hybrid; USD 36,000 - 54,000; Full time

Job summary

Area Agency On Aging of Central Florida, Inc. is seeking an Information and Referral Specialist to respond to calls about aging programs, assess needs, and connect clients with services. You will maintain case documentation, handle referrals, and support outreach events.

The role requires strong communication, customer service, and research skills, with potential for hybrid work in a busy office/home environment during emergencies and community initiatives.

Qualifications

• Bachelor’s degree preferred in psychology, social services, or related field.
• High school diploma with 3+ years in I&R, case management, call center operations, or related field acceptable.
• Level II background screening required prior to start date.
• Strong verbal and written communication skills.
• Excellent customer service and call center proficiency.
• Demonstrated research, analytical, and problem-solving abilities.
• Ability to research services for older adults and prepare reports.
• Proficiency in Word, Excel, and Outlook.

Responsibilities

• Respond to incoming calls regarding aging and disability programs, services, and resources.
• Assess caller needs and connect individuals to appropriate services and support systems.
• Maintain accurate and timely case documentation in internal systems.
• Report suspected abuse, neglect, or exploitation per protocols.
• Collaborate with team members and other departments to identify solutions and secure resources.
• Respond to and support referrals from the Department of Elder Affairs and elected officials’ offices.
• Assist with community outreach, events, workshops, and special projects.
• Provide operational support during emergencies or disasters as directed.

Skills

Verbal communication

Written communication

Customer service

Analytical thinking

Problem-solving

Research skills

Education

Bachelor’s degree in psychology or related field

High school diploma with 3+ years experience in I&R or related field

Tools

Microsoft Office

Job description

Description

Provides information, support, and referrals to older adults, individuals with disabilities, and their caregivers. Identifies appropriate community resources, maintains accurate records, and ensures compliance with reporting requirements while delivering high-quality customer service.

DUTIES AND RESPONSIBILITIES

• Respond to incoming calls regarding aging and disability programs, services, and community resources.
• Assess caller needs and connect individuals to appropriate services and support systems.
• Maintain accurate and timely case documentation using internal systems.
• Report suspected abuse, neglect, or exploitation in accordance with established protocols.
• Collaborate with team members and other departments to identify solutions and secure resources for clients.
• Respond to and support referrals from the Department of Elder Affairs and offices of Elected Officials, ensuring timely service delivery.
• Assist with community outreach initiatives, events, workshops, and special projects.
• Provide operational support during emergency or disaster situations as directed by organizational leadership.

Requirements

REQUIREMENTS

• Bachelor’s degree in psychology, social services, or a related field preferred; or
• High school diploma (or equivalent) with a minimum of three (3) years of experience in Information and Referral (I&R), case management, call center operations, or related social services field.
• Successful completion of a Level II background screening prior to start date.
• Strong verbal and written communication skills.
• Excellent customer service and call center proficiency.
• Demonstrated research, analytical, and problem-solving abilities.
• Ability to research topics related to services for older adults (e.g., funding, program design), analyze data, and prepare written and/or oral reports.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The incumbent generally works in an office or home office environment, uses computers, telephone and other office equipment as needed to perform duties. The noise level in the environment is usually moderate.

Sedentary work primarily involves sitting and standing. Required to use repetitive hand motion, talk, handle, reach, hear, bend or lift up to 20 pounds.

The physical demands are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.