Information and Referral Specialist

Job Description

Provide customer service in the call center to assess the needs of individuals and effectively connect individuals to appropriate resources to meet their needs. Services will be provided in person, by phone or electronically. Assist individuals with benefit screening, intake, enrollment and post-enrollment services for healthcare, MI Choice Medicaid Waiver and other programs, when applicable. Complete applicable documentation, data tracking and reporting. This position is in the office with potential to be a hybrid model once all training has been completed and performance criteria are met. Hourly pay is $16.00 with generous CTO and competitive benefits.

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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