What are the responsibilities and job description for the Intake/Information & Referral Specialist position at Greater Springfield Senior Services, Inc. (GSSSI)?
Full-time, 35 hours per week
NOT remote
The Information & Referral (I&R) Specialist serves as a vital point of contact and support for older adults, families, caregivers, and individuals living with disabilities. This position acts as a critical link to community resources, leveraging a wide range of informational assets to address client inquiries, navigate complex service networks, and process program referrals within internal databases. Beyond initial contact, the I&R Specialist manages client follow-ups and provides professional advocacy to ensure individuals successfully connect with the services they need. Every interaction is guided by a commitment to the agency's mission, core values, and rigorous service standards.
- Exceptional verbal and written communication skills in English.
- Bilingual candidates are strongly encouraged to apply.
- Ability to fully concentrate on the caller, accurately identify the core issue, and verify understanding before offering solutions.
- Proven skill in remaining calm and professional while managing frustrated, confused, or distressed callers.
- Ability to simultaneously navigate internal databases, document notes in real-time, and research resources while maintaining a supportive conversation.
- Strong customer service orientation with a demonstrated sensitivity to older adults, diverse populations, and individuals with disabilities.
- Strong aptitude for problem identification and the development of creative, resource-based solutions.
- Practical knowledge of older adult care networks and community resources.
- Proficient and accurate data entry skills; advanced computer literacy, including the Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
- Proven ability to work effectively under pressure and remain productive through frequent interruptions while meeting strict deadlines.
- Demonstrated ability to show empathy and compassion, with the skill to establish a professional rapport with clients quickly.
- Bachelor's degree preferred or an Associate's degree with 2-3 years of related field experience.
- Experience with older adults with disability network preferred.
- Experience working with the older adult population is desirable.
- Public speaking experience is desirable.
- Call center or other customer service experience is desirable.
- Commitment to obtain InformUSA CR/S certification within one year of hire
Public Service Loan Forgiveness (PSLF)
If you are employed by a not-for-profit organization such as GSSSI, you may be eligible for the PSLF Program for student loans.