Lead Information and Referral Specialist

Description

Job Overview: 

This role provides critical support to the Information and Referral Manager and team by assisting with client screening, eligibility assessments, and managing a high volume of inquiries across multiple channels. It involves conducting interviews, coordinating referrals, assigning cases to Care Coordinators, and maintaining accurate records using primarily Peer Place. The position also supports staff orientation, participates in advocacy and community engagement efforts, and ensures timely and appropriate referrals to services. Additional responsibilities include administrative tasks, staying current on organizational policies. 

Supervision:

Performs work under the direct supervision of the Information and Referral Program Manager.  

Duties/Responsibilities: 

• Conducts interviews with individuals—via phone or in person—to determine eligibility, gathering and verifying financial, social, functional, and environmental information. 
• Manages a high volume of calls and referrals efficiently and professionally. 
• Completes I&R assessments to evaluate client eligibility for organizational services. 
• Supports the I&R Manager with operational and supervisory tasks as required. 
• Assists in onboarding and orienting new Information and Referral Specialists. 
• Responds to general inquiries through phone, text, email, or in person, including those from individuals under 60 or with disabilities, providing accurate information both verbally and in writing. 
• Determines appropriate next steps or referrals based on established procedures and within required timeframes; connects clients to relevant services and programs. 
• Clearly explains available programs, as well as the rights and responsibilities of service recipients. 
• Participates in staff development initiatives, interdisciplinary team meetings, and required training sessions. 
• Maintains current knowledge of organizational policies and procedures. 
• Prepares and maintains accurate records, files, and reports using the organization’s client tracking and database systems; performs administrative tasks such as data entry, filing, and faxing. 
• Serves as a liaison to connect clients to various internal and external programs. 
• Assigns cases to Care Coordinators in accordance with established protocols and serves as a liaison to facilitate client access to services. 
• Collects and maintains data on community services and programs using the organization’s database. 
• Engages in advocacy efforts to support the diverse needs of the communities served. 
• Supports volunteer engagement opportunities within the department or program, in collaboration with Volunteer Services staff. 
• Performs other related duties as assigned, including front desk support for the Information Specialist when needed. 

Qualifications

Knowledge, Skills, and Abilities: 

• Strong customer service skills, with experience handling high-volume phone interactions and providing empathetic, solution-focused support. 
• Excellent verbal and written communication skills; able to convey ideas clearly and concisely. 
• Strong understanding of the principles and practices of public social and human service organizations, including public assistance programs. 
• Demonstrated empathy and sensitivity toward the diverse populations served by the organization. 
• Familiarity with current social, economic, and health-related issues, as well as human behavior and social functioning. 
• Proficient in interviewing techniques, with the ability to gather and analyze information and exercise sound judgment. 
• Proven ability to build and maintain effective working relationships with colleagues, clients, and the public. 

Education and Experience: 

 A combination of education and experience equivalent to a bachelor's degree from an accredited college or university in sociology, social work, human services, or a closely related field. 

Preferred Qualifications: 

• At least two years of experience in human services or a related field. 
• Demonstrated experience providing client support via telephone is highly desirable. 
• Familiarity with aging and disability-related issues, and experience collaborating with older adults. 

The Span Center is a trauma-informed, person-centered agency dedicated to fostering a safe and supporting environment for both our employees and the communities we serve.  

The Span Center prohibits discrimination based on race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce. 

Salary : $18 - $20