HelpLink Information and Referral Specialist

JOB TITLE: Information & Referral Staff DATE: March 2024

DEPARTMENT: HelpLink, 211 REPORTS TO: Lead, I & R

SUPERVISED BY: VP 211 Operations, HelpLink 211

CLASSIFICATION: Non-Exempt

Currently hiring for 3-day positions. (M-F; 1-6 & M-F; 7-3 or 8-2)

OVERALL PURPOSE: Ensures delivery of quality I&R and contract agency services. Performs other duties as assigned.

DUTIES and RESPONSIBILITIES

MAKES REFERRALS AND PROVIDES INFORMATION
· Provides Information and Referral (I&R) service to callers using the appropriate taxonomy codes to locate providers. For non-referral calls, provides information quickly and documents the nature of the call. Provides referrals/information by phone, text, email, or chat, as the caller prefers.

· Submits case narratives and timely documenting correct information into the database.

· Manages crisis callers by HelpLink protocol.

· Uses a translation service or the TDD line to connect with callers and provide requested service.

· Share lessons learned with other community resource consultants/specialists.

CONDUCTS FOLLOW-UP CALLS
· With the caller’s permission, conduct follow-up calls by program parameters.

· Based upon discussion with the caller, determine if needs were met and if not, why. Completes required documentation.

· Considers the situation and, when appropriate, advocates for the caller by contacting the service provider to get a fuller explanation of ineligibility or to resolve misunderstanding or discrepancies. For complex situations, refer cases to the Lead or Director, 211 for guidance/resolution.

TAKES CONTRACT AGENCY CALLS
· Handles contract agency calls according to established guidelines.

· Documents calls in the database so that reports can be accurately prepared.

JOB RELATIONSHIPS. VP 211 Operations, HelpLink 211, Lead and co-workers in the organization as well as members in the community.

KNOWLEDGE SHILLS AND ABILITIES.

· Ability to respond to callers and quickly ascertain underlying needs through effective questioning, while maintaining caller confidentiality.
POSITION DESCRIPTION Page 2
I & R

· Ability to remain calm while dealing with confused, emotional, or hesitant callers.

· Ability to listen to a caller’s needs while searching databases and asking effective questions.

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

· Skill in entering, correcting, and retrieving information from an automated system.

• Must be willing and able to become AIRS certified.

Educational Qualifications:

Bachelor’s Degree preferred but not required. Equivalent or related experience may be substituted for educational requirements.

Physical Requirements:

Requires manual dexterity and visual acuity to operate a keyboard as well as search for, enter, and retrieve information on a computer. Must be able to answer telephone calls, speaking plainly and quickly. This position requires sitting for long periods.

Work Environment:

After a period of training in the office, the individual will work remotely. The employer will provide a technology bundle (i.e., computer, monitor, wireless headset, etc.) as well as an internet supplement.'
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Work Remotely

• Yes

Job Types: Full-time, Part-time

Pay: $12.75 - $13.00 per hour

Expected hours: 12 – 35 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 4 hour shift
• 8 hour shift
• Monday to Friday

Ability to Commute:

• Dayton, OH 45402 (Required)

Work Location: Hybrid remote in Dayton, OH 45402

Salary : $13 - $13