JOB TITLE: Information & Referral Staff DATE: May 2023

DEPARTMENT: HelpLink, 211 REPORTS TO: Lead, I & R

SUPERVISED BY: VP 211 Operations, HelpLink 211

CLASSIFICATION: Non-Exempt

Currently hiring for day, night, and weekend positions.

OVERALL PURPOSE: Ensures delivery of quality I&R and contract agency services. Performs other duties as assigned.

DUTIES and RESPONSIBILITES

MAKES REFERRALS AND PROVIDES INFORMATION
· Provides Information and Referral (I&R) service to callers using the appropriate taxonomy codes to locate providers. For non-referral calls, provides information quickly and documents nature of call. Provides referrals/information by phone, text, email or chat, as the caller prefers.

· Submits case narratives and timely documenting correct information into the database.

· Manages crisis callers in accordance with HelpLink protocol.

· Uses a translation service or the TDD line in order to connect with callers and provide requested service.

· Shares lessoned learned with other community resource consultants/specialists.

CONDUCTS FOLLOW-UP CALLS
· With caller’s permission, conducts follow-up calls in accordance with program parameters.

· Based upon discussion with the caller, determines if needs where met and if not, why. Completes required documentation.

· Considers the situation and, when appropriate, advocates for the caller by contacting the service provider to get a fuller explanation of ineligibility or to resolve misunderstanding or discrepancies. For complex situations, refers cases to the Lead or Director, 211 for guidance/resolution.

TAKES CONTRACT AGENCY CALLS
· Handles contract agency calls according to established guidelines.

· Documents calls in the database so that reports can be accurately prepared.

JOB RELATIONSHIPS. VP 211 Operations, HelpLink 211, Lead and co-workers in the organization as well as members in the community.

KNOWLEDGE SHILLS AND ABILITIES.

· Ability to respond to callers and quickly ascertain underlying needs through effective questioning, while maintaining caller confidentiality.
POSITION DESCRIPTION Page 2
I & R

· Ability to remain calm while dealing with confused, emotional or hesitant callers.

· Ability to listen to a caller’s needs while searching database and asking effective questions.

· Ability to communicate clearly and effectively both orally and in writing.

· Skill in entering, correcting, and retrieving information from an automated system.

• Must be willing and able to become AIRS certified.

Educational Qualifications:

Bachelor’s Degree preferred but not required. Equivalent or related experience may be substituted for educational requirements.

Physical Requirements:

Requires manual dexterity and visual acuity to operate a keyboard as well as search for, enter and retrieve information on a computer. Must be able to answers telephone calls, speaking plainly and quickly. This position requires sitting for long periods.

Work Environment:

After a period of training in the office, the individual will work remotely. The employer will provide a technology bundle (i.e., computer, monitor, wireless headset, etc.) as well as an internet supplement.'
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Work Remotely

• Yes

Job Types: Full-time, Part-time

Pay: $12.50 - $13.00 per hour

Benefits:

• 401(k)

COVID-19 considerations:
We are managing remotely.

Education:

• High school or equivalent (Preferred)

Work Location: Hybrid remote in Dayton, OH 45402

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