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Information & Referral Specialist

Full Time
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Job Description

Effectively connect individuals to appropriate resources to address their needs in person, by phone or electronically. Provide education and assist individuals with benefit screening, enrollment and post-enrollment services. Speak at community information sessions, meetings and participate in outreach events to promote agency services and initiatives. Complete applicable documentation, data tracking and reporting.

 

Job Responsibilities

  • Utilize active listening skills to assess the needs, supports, strengths and barriers of individuals seeking assistance.
  • Utilize person-centered thinking skills to explore options and provide appropriate resources to meet the needs and preferences of individuals.
  • Provide unbiased education and options for healthcare and benefits.
  • Assist individuals with healthcare and benefit enrollment applications and provide post-enrollment support.
  • Provide advocacy and short term crisis stabilization.
  • Follow-up with individuals to assess effectiveness of services and provide additional resources, when necessary.
  • Participate in department/agency meetings and apply information to daily activities.
  • Participate in community meetings and trainings and present information learned to coworkers.
  • Promote agency programs and initiatives during information sessions, meetings and outreach events.
  • Assist with cultivating additional resources and partnerships to meet the changing needs in the community.
  • Complete documentation in appropriate database(s) in a timely and thorough manner.
  • Complete individual and department reports as scheduled.
  • Maintain strict confidentiality regarding consumer and agency information.
  • Other duties may be assigned.

Required Knowledge & Skills

  • Display strong customer service skills and ability to de-escalate challenging callers.
  • Display effective active listening skills.
  • Display critical thinking and problem solving skills.
  • Ability to work independently and in a team environment with minimal supervision.
  • Display sound judgement and decision making skills.
  • Display professional behavior and maintain appropriate boundaries.
  • Display strong public speaking skills and ability to speak to large groups of people.
  • Ability to succeed in challenging call center environment.
  • Effective written and oral communication skills.
  • Proficient in Microsoft Office products and ability to master client tracking and resource databases.
  • Ability to accurately and thoroughly document consumer contacts and services provided.
  • Obtain and maintain Alliance of Information and Referral Systems (AIRS) Certified Information and Referral Specialist – Aging/Disability (CIRS-A/D) certification within one (1) year of employment.
  • Obtain and maintain CMS Certified Application Counselor (CAC) certification within six (6) months of employment.
  • Successfully complete MDHHS MI Bridges training within six (6) months of employment.
  • Obtain and maintain Medicare Medicaid Assistance Program (MMAP) Counselor certification within eighteen (18) months of employment.
  • Must have reliable transportation.
  • Must possess and maintain valid Michigan Driver’s License and vehicle insurance.

Education & Experience

  • High school diploma/GED required. Bachelor’s Degree in Social Work, human services or related field preferred.
  • Two (2) years of experience in Information and Referral, crisis intervention and/or social services preferred.
  • AIRS CIRS-A/D certification preferred.
  • MMAP Counselor certification preferred.
  • Demonstrated evidence of interviewing, conducting assessments, active listening and problem solving skills in the provision of human services.
  • Demonstrated evidence of applying critical thinking, sensible judgement and critical thinking skills.
  • Demonstrated ability to work closely with others and foster a workable, effective and productive relationship with other staff, administration, volunteers, interns, agencies and consumers.

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