INFORMATION AND REFERRAL (I&R) SPECIALIST

REPORTS TO:   Director of Outreach Services

JOB DESCRIPTION:

• Answer incoming calls and assess callers' needs, facilitating problem-solving with callers, and making accurate referrals to appropriate community agencies, programs, and services.
• Conduct complete and accurate interview of each caller and enter demographic data into the database.
• Serve as advocate for callers when appropriate.
• Mail out literature or other educational material as requested by callers.
• Conduct caller follow-ups (outcome surveys).
• Provide various demographic reports on a routine basis.
• Acquire and maintain a high level of familiarity with I&R database and community resources.
• Follow up with callers where appropriate to determine if  they received the services they needed and whether they were satisfied with those services.
• Research requests for information.
• Research and collect information and data regarding community services and add to database.
• Become AIRS CIRS-certified upon meeting eligibility requirements. (Training will be provided.)
• Assist with other duties and projects as assigned by the supervisor.

KNOWLEDGE AND SKILLS REQUIRED

• Ability to speak, read and write fluent Spanish and English
• Knowledge of human services programs and environment in general.
• Excellent communication skills, including ability to relate effectively with people from all economic, racial, age, ethnic, and social groups in Spanish.
• Strong customer service orientation and desire to provide appropriate assistance to any person in need.
• Ability to work well in a team; good interpersonal skills, be a self-starter and fast learner and a positive attitude.
• Have an objective and non-judgmental approach

• Ability to follow protocols and procedures.
• Ability to adapt to a changing caller load while maintaining standards of high quality.
• Ability to speak clearly and be easily understood over the telephone.
• Ability to use computer and database to complete job functions.
• Ability to completely and accurately document information on all calls and projects.
• Ability to work a flexible schedule during the work week.
• Knowledge of research principles and the capability to identify and utilize resource materials and resource files.
• Understand and be able to use specific and general resource directories and a resource computer system database
• Ability and timeliness completing caller and provider reports weekly.
• Able to develop effective strategies for improving caller service

• Knowledge of effective time management
• Have knowledge of or be able to learn how to demonstrate problem and needs assessment skills
• Have the ability to help maintain an accurate and up-to-date resource library and database
• Knowledge of stressful situations and personal reactions to stressful situations and crisis situations; able to cope with these situations

PREFERRED SKILLS:

• Experience in working directly with communities to educate and empower
• Knowledge of the U.S. Hispanic community and related social and cultural issues; understand the current ethnic, cultural and social issues which may impact the Hispanic community’s willingness and ability to access needed information and/or services
• Knowledge of the scope and variety of community service providers; specialized programs for consumers in the areas of education, immigration, social service, financial aid, consumer, cultural, environment, and health.

QUALIFICATIONS:

• Bilingual English/Spanish.
• Bachelor's degree in social work or related field plus one year experience working in a human services position OR Associates degree in related field plus three years experience in human services.
• Customer service and computer experience

Please send resume and cover letter to Barbara Bennet at Barbara.bennet@srfdc.org, and cc to Malu Jimenez at

malu.jimenez@srfdc.org.