Information and Referral Coordinator

General Description

This is a responsible salaried position on the staff of Senior Connection Center where

exercising good judgment in evaluating situations and making decisions are very important.

This position of Information and Referral Coordinator is vital to the Agency’s mission. In

support of the Elder Helpline Program, this professional position requires the incumbent shall

provide team leadership and coordinate activities to the Information and Referral Specialists of

the Agency. This position requires the incumbent to take independent leadership action,

exercise discretion and take the initiative by ensuring the team provide callers with accurate,

timely, multi-sourced researched information and referrals concerning aging-related programs,

services and activities. This position receives special certification (AIRS Certification) training.

This professional position shall provide team leadership and coordination activities to the

Information and Referral Specialists of the Agency.

This position requires a relatively high degree of independent action and initiative.

Responsibilities

Under the supervision of the ADRC Manager, this position is responsible for providing team leadership and oversight to the I&R Specialists.

Coordinates and assigns the day-to-day functions of the I&R service.

In conjunction with management, develops a weekly phone schedule.

Assists the ADRC Manager with call flow and provides feedback to the I&R Specialists related to the weekly phone schedule.

Refers individuals in need of assistance with Medicaid screening and enrollment to the LTCS Specialists.

Provides input to the ADRC Manager on the personnel evaluations for the I&R Specialists.

Meets with the ADRC Manager weekly to review benchmark achievement, feedback on calls and ensure assigned duties are being completed as required.

Meets with the I&R Specialists at least once per month to provide face-to-face feedback covering benchmark and goal achievement and quality assurance reviews.

Assists in the maintenance of the Virtual Library.

Responds to caller inquiries related to information and referral concerning aging-related programs, services and activities in PSA 6.

Assists I&R Specialists in identifying and obtaining needed resources for callers when needed.

Provides technical assistance to team members on the varied functions of their role.

Provides and assists the ADRC Manager in providing or coordinating training for new I&R Specialist(s).

Assists in the coordination and implementation of special projects, workshops and conferences as assigned to enhance community relations and program development.

Collects and maintains accurate records of caller requests using the data resource database.

Notifies the ADRC Manager of any concerns and/or compliments concerning the I&R Specialists.

Provides potential resources to the Data Resource Specialist & Administrative Assistant for the data resource database.

Notifies the ADRC Manager and/or Data Resource Specialist & Administrative Assistant of any concerns related to the Information and Referral Database.

Performs related tasks as assigned by Management/Senior Management.

Minimum Education and Experience

Minimum education and related experience:

Master’s Degree; or

Bachelor’s Degree and two (2) years of experience

Successful completion of applicable background screening required.

Any exceptions to the minimum requirements must be approved by the President and CEO.

Required Skills and Knowledge

Must obtain an AIRS Certification as an Information and Referral Specialist in Aging (CIRS-A) within two (2) years of employment and maintain certification.

Must possess excellent written and oral communication skills.

Basic understanding of the principles of contract management and compliance monitoring techniques, coupled with the ability to apply those principles.

Intermediate skill level and knowledge of MS Office Suite including MS Word, Excel, PowerPoint and database creation and maintenance either in Excel or Access.

Intermediate skill level and knowledge of Adobe.

Ability to prepare and write clear, concise technical reports and other business correspondence.

Ability to establish and maintain effective working relationships with others.

Ability to provide efficient, timely and consumer-friendly service.

Ability to research topics related to services for older adults (funding, program design, etc.), analyze data and provide written and/or oral reports as required.

Physical Requirements

Ability to work under stressful situations.

Pleasant and clearly understandable telephone voice.

Ability to lift and carry at least 10 pounds.

Ability to operate a computer and other office equipment.

Ability to sit at a desk for more than one hour at a time.

Ability to bend and stoop in order to file and shelve.

Work Environment:

The work environment characteristics are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.