Information and Referral Specialist

Description

As an Information & Referral Specialist, you will apply to the Independent Living Philosophy, provide advocacy services, and ensure efficient intake and referrals. You will deliver exceptional customer service, build positive relationships with referral sources, and contribute to our daily operations. 

Essential Responsibilities:

· Maintain a psychologically safe and inclusive work environment that embraces diversity and cross-disability perspectives, ensuring all coworkers and service users feel known, valued, and included.

· Execute all Information & Referral (I&R) Specialist tasks, including front desk operations, intakes, and providing referrals to meet consumer needs.

· Handle the main phone line, manage incoming calls, emails, and walk-ins, offering information and referral services for both internal and external inquiries.

· Manage front desk tasks such as mail processing, printing, and other administrative duties, ensuring smooth daily operations.

· Maintain a daily record of all individuals entering the building and document every I&R interaction in The Independence Center Database.

· Assist consumers with applications to external partner organizations and proactively identify intake opportunities for potential clients seeking assistance from The Resource Exchange.

· Engage with potential Home Health/Caregiver clients, enhancing the chances of The Independence Center being selected as their preferred home care provider.

· Participate and engage in any required program, committee or IC meetings with or in place of leadership.

· Punctuality and consistent attendance are essential for maintaining operations efficiency, contributing to your team, and fostering a positive work environment.

· This position may also require the performance of other duties as assigned. 

Requirements

Required Skills/Abilities:

· Demonstrates The IC’s core values of Adaptability, Collaboration, Inclusion, Integrity and Person First.

· Commitment to co-creating a culture that fosters diversity, equity, accessibility, and inclusion.

· Extraordinary customer service skills.

· Effective communication skills.

· Self-motivated, persistent, and flexible.

· Strong organizational skills and detail oriented.

· Ability to handle multiple priorities as well as deadlines.

· Takes responsibility for high-quality work.

· Capacity to work individually and as a member of a team in a team-oriented, inclusive environment.

· Possess decision-making and problem-solving skills.

· The capacity to empower individuals to advocate for themselves to maximize independence.

· Ability to maintain a high level of confidentiality and work within the confines of HIPAA regulations.

· Proficiency with computers, including MS Windows, MS Office (Word, Excel, PowerPoint, Outlook, Teams), Zoom and other common computer programs.

Education and Experience:

· Five years of customer service experience is preferred

· Knowledge of available community resources and public assistance programs. 

· Experience working with people with disabilities preferred.

· Lived experience with a disability preferred.

Travel:

· Local travel to partners, collaborators, and vendors for official IC related business and events may be required.

· Must have reliable transportation

Working Conditions:

· Office environment requiring ongoing computer use and extended amount of time sitting or standing.

· Frequently lift, push, pull, up to 10 lbs. 

· Internet access to work remotely if protocols are issued for remote work.

Reasonable accommodations may be provided to empower the qualified individual with a disability to perform the essential functions of this position.