Information & Referral Specialist

Job Summary:

Provides information and assistance/referral on community services to older adults, adults with disabilities, and other special populations in need or their advocates for possible assistance through the Aging and Disability Resource Center at the Area Agency on Aging of Pasco-Pinellas AAAPP.

Duties and Responsibilities:

• Answer the Aging Disability Resource Center Help Line, a fast-paced environment with a high call volume.
• Screen callers need and assist callers to find the resources available in their community pertinent to their needs.
• Assist callers on ways to negotiate services and benefits and provide guidance on available options.
• Provide active listening, support, and problem solving for seniors, adults with a disability and their caregivers who may be in emotional distress or crisis. De-escalation or stabilization may be required.
• Call other agencies in the aging network to obtain information for callers or assist with 3-way call.
• Follow-up on select cases to determine the outcome of the referral.
• Utilize computer to access and retrieve information on community resources.
• Review appropriate reports, releases, brochures, and other materials to keep abreast of happenings in the aging network.
• Assist ADRC Helpline Manager with researching new programs and services to be added to the resource database.
• Assist ADRC Helpline Manager updating database as time permits.
• Provide face-to-face assistance for customers who seek information in person.
• Respond to letters/emails from concerned citizens and information requests from individuals and agencies.
• Support the department and organization and work with others in an effort to accomplish the goals of the agency.
• Treat clients, the public, and staff with courtesy, respect and dignity and present a positive public image.
• Comply with all privacy, security and confidentiality regulations.
• Perform related work as assigned.
• Any other duties as assigned.

Education:

Bachelor’s degree from an accredited college or university; or Associate of Arts degree from an accredited college or university and one year experience in information and referral services, call center services, case management, or experience performing human services related work. At a minimum must have a high school diploma or GED and three years of experience in information and referral services, case management, call center services, or related social services work experience.

Skills/Qualifications:

• Thorough knowledge of community resources, eligibility criteria and procedures for application for needed services.
• Ability to learn and use multiple data systems.
• Accurate data entry and keyboarding.
• Must have demonstrated evidence of interviewing, screening, and problem-solving skills.
• One or more years’ experience working with clients preferred.
• Ability to triage crisis calls to appropriate resources.
• Individual must have excellent telephone and communication skills, verbal and written.
• Ability to develop effective working relationships with clients, caregivers, colleagues, professionals, and community vendors.
• Ability to maintain a positive work attitude in a fast-paced environment with high call volume.
• Have the skills to meet the needs of people who are angry and hostile, manipulative, call frequently with the same problem or are otherwise difficult to serve.

Special Requirements: Must pass DOEA Level II criminal background screening; must sign Medicaid Attestation Payroll Form per Department of Elder Affairs/AAAPP requirements. Must sign SMMCLTC Program – Prohibited Activities.

Equal Opportunity Employer:

At AAAPP, we take pride in providing equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, citizenship status, age, veteran status, or disability. Accordingly, the purpose of this policy is to reinforce our commitment to the creation and maintenance of a diverse workplace where equality, respect, and consideration for one another are the norm

The agency conducts background screening. Please see the link for more details https://info.flclearinghouse.com

Job Type: Full-time

Salary: $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending accounts
• Health insurance
• Paid time off
• Vision insurance