Information and Referral Specialist

KNOXVILLE-KNOXVILLE COUNTY COMMUNITY ACTION COMMITTEE

OFFICE ON AGING

Job Title: Information & Referral Specialist

Summary: An employee in this classification receives general supervision from the Office on Aging Information & Benefits Program Manager. An individual in this position will provide information & referral (“I&R”) services over the telephone and face-to-face, as well as performing a variety of duties including determining eligibility for a number of services, coordinating the Gift of Sight, Hearing & Dentures (GOSHD) program, performing data entry, assisting in the preparation of reports and clerical support.

Essential Duties and Responsibilities:

· Respond to Information & Referral, as well as benefits assistance requests received over the telephone, in-person visits, or through electronic communication.

· Provide accurate and reliable information, making referrals as appropriate, and following-up as required.

· Document requests for services and referral for assistance and support needed.

· Perform data entry tasks related to information & referral contacts

· Conduct intake and eligibility determination for specified programs such as GOSHD, SNAP, LIHEAP, Empty Stocking Fund and other Office on Aging and CAC programs.

· Coordinate GOSHD – including scheduling of appointments, sending reminders, data entry, and preparing reports as needed.

· Conduct outreach efforts on behalf of the Office on Aging (OOA), including senior centers.

· Assist with receiving phone calls and referrals for OOA services, as requested.

· Assist in maintaining the I&R data as instructed

· Assist in preparing reports of services as needed.

· Assist in maintaining strong working relationships with partners of the Office on Aging.

· Attend Information & Benefits Advisory Council meetings.

· Assist with clerical duties and provide support to the Information & Benefits Advisory Council as directed.

· Assist with fundraising functions, including the Annual Duncan Awards

· Attend community meetings as need to acquire information on new programs.

· Cooperate with other OOA programs in the team approach to planning and problem solving.

· Perform other related duties as assigned.

Knowledge, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

· Knowledge of community resources related to the older adult population.

· Knowledge of best practices and standards of the Information & Referral field.

· Ability to communicate effectively, both orally and in writing.

· Ability to follow instructions provided in written and oral form.

· Ability to listen empathetically to client concerns.

· Ability to perform basic mathematical functions accurately.

· Must have excellent computer skills, including word processing and data entry.

· Must be able to address inquiries in a business-like and professional manner.

· Must be able to work well with supervisors, co-workers and the public.

· Must be able to achieve Inform USA Certification within a prescribed time frame.

· Must be able to achieve SHIP (State Health Insurance Assistance Program) Certification within a prescribed time frame.

Education and Experience: Bachelor’s degree in related field, or equivalent combination of education and experience. Experience working with older adults preferred. Must be able to communicate well with and relate to individuals calling for assistance. Must be attentive to detail and accuracy. Must be willing to become Inform USA and SHIP Certified. Must have a pleasant personality and telephone manner. Must be flexible and willing to work varied scheduled if necessary. Requires a valid Tennessee Driver’s License and a reliable automobile for daily use (mileage reimbursed).

Salary & Wage Scale: Skill Level 7

AN EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $17.46 per hour

Expected hours: 37.5 per week

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• working with the elderly: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Knoxville, TN 37921 (Required)

Ability to Relocate:

• Knoxville, TN 37921: Relocate before starting work (Required)

Work Location: In person

Salary : $17