compensation: Dependent on Experience. We provide a generous benefit package. employment type: part-time non-profit organization
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The Information and Referral (I&R) Specialist provides comprehensive telephone information and referral assistance to callers about resources and services on a wide range of eldercare and long-term care issues to enable our elderly and adult disabled consumers and their caregivers to live in the setting of their choice. The I&R Specialist provides centralized intake for Minuteman programs, and assists in disseminating resource information to consumers, community agencies and MSS staff.
This is a 17.5 hours per week position with potential for full time (35 hours per week) in Spring 2019.
Responds to caller inquiries and provides information to callers on a wide range of eldercare and long-term care issues and makes referrals to agency programs and outside services
Conducts initial assessment with caller or consumer, clarifies needs, and determines eligibility for services
Completes appropriate paperwork and data entry
Refers cases to MSS programs such as Care Management as required, locates and refers callers to alternative resources
Researches and updates resource information from federal, state and local agencies and community or private agencies to provide customized service referrals for specific elders
Updates and maintains computerized databases
Represents MSS at community events as needed
Performs other duties and special projects as needed
Accountability: Demonstrates and communicates a high level of responsibility for and commitment to achieving results.
Customer Service Orientation: Learns internal/external customer and consumer needs and how best to meet them. Responds to requests in a timely and thorough manner; does what is necessary to ensure consumer satisfaction; prioritizes consumer needs.
Communication Skills: Listens, speaks, and writes clearly and concisely; ensures all involved are kept informed about developments and plans; shares ideas and information with others who might find them useful; keeps supervisor informed about progress and problems.
Critical Thinking and Problem Solving: Recognizes and accurately evaluates the signs of a problem and utilizes available resources to resolve; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.
Listening, Understanding and Responding: Creates effective interactions with others over the telephone; deals with callers in a direct, open, and respectful manner; cares about what others have to say.
Teamwork and Cooperation: Demonstrates willingness to work with others toward a common goal as part of a team.
REQUIRED EDUCATION and EXPERIENCE:
Bachelor's degree preferred in a social services, social work, psychology, or human services related field or equivalent experience working in human services as a service provider;
Good telephone, communication, customer service, and computer skills are necessary; experience with seniors is preferred;
Must complete 40 hours of training;
Experience using MS Office including Word and Outlook;