What are the responsibilities and job description for the Information and Referral Specialist-MI Based position at 211 Northeast Michigan?

Job Description

Salary : $16.00 per hour

The number 211 is widely recognized in the United States and Canada as a dialing code for accessing essential community services and support. When dialed, it connects callers with a community resource specialist who offers information and referrals to local assistance programs. This vital service provides easy and immediate access to necessary resources, aiding individuals and families in need throughout their communities. It is typically free, confidential, and available 24 / 7. Specifically, 211 Northeast Michigan offers database support, call coverage, outreach, and community support for 23 predominantly rural counties in Northeast Michigan.

Our organization fosters a dynamic and supportive work environment! We create a culture where employees can thrive by emphasizing accountability while encouraging vulnerability and creativity. We value self-awareness, community relationships, caller experiences, and reliability, setting a solid foundation for our team to deliver exceptional results and maintain high service standards.

Job Overview : The Information and Referral Specialist will work as an integral member of the 211 Northeast Michigan staff to provide information, assistance, and referrals to individuals and professionals interested in or requiring help navigating the communitys available system of Health and Human Service resources. They will provide general information and referrals via phone, email, text, or chat and make outbound calls for quality and advocacy purposes. This position is for Michigan occupants only at this time.

Responsibilities :

Receive and respond to incoming inquiries via phone, text, chat, and email
Interview inquirers to assess needs accurately
Search the resource database to determine the available assistance, utilizing other resources as appropriate and necessary.
Provide inquirers with specific and detailed information on accessing resources.
Complete demographic surveys when necessary to gather data or find additional resources
Directly contact agencies with permission from and on behalf of the inquirer when requested.
Assign customer service surveys, Follow Ups, when necessary for quality purposes or in cases of at-risk or vulnerable callers.
Complete continuing education and additional training as requested or required.
Represent 211 at community meetings and events as requested. This may require occasional weekend or evening hours scheduled in advance.
Collaborate with other Information and Referral Specialists and community agency staff on special projects as needed.
Meet and strive to improve call quality standards, including participation in call monitoring, call listening, recording results, and receiving coaching as needed.
Protect and respect consumer and client confidentiality by discussing all concerns only with designated agency employees and within the physical confines of our offices unless otherwise approved by the inquirer, agency, or defined by State and Federal laws.
Other duties as assigned and / or requested.

Requirements :

Must be at least 18 years of age.

2-3 years of experience in a public-facing or service-oriented role.

High school diploma or GED equivalent.

Reliable transportation for attending outreach events as needed.

Commitment to ongoing education and professional development.

Proficiency in various applications and technologies, including Google and other web-based programs.

Strong compassion and empathy for diverse perspectives and experiences.

Ability to work with various applications and technologies that may be subject to change

Flexible and available between 7 am and 6 pm Monday through Friday. Weekends and after-hours as necessary, planned as far in advance as possible.

Preferred Qualifications :

High school diploma or equivalent. Some college coursework in Human Services, Business Administration, Social Work, or Communications is helpful.

Knowledge of local community resources and services.

The ability to speak Spanish is a plus.

Key Competencies :

Communication Skills : Strong verbal and written communication skills to interact effectively with team members and callers.

Problem-Solving : Proactive in identifying issues and developing practical solutions.

Empathy and Compassion : Understanding and responding empathetically to callers' needs and concerns.

Organizational Skills : Strong organizational skills to manage multiple tasks and priorities efficiently.

Adaptability : Ability to adapt to changing circumstances and handle unexpected challenges.

Collaboration : Ability to work collaboratively with other departments and stakeholders to improve service delivery.

Crisis Management : Ability to remain calm and provide support during crises.

Benefits :

Comprehensive health insurance

Retirement savings plan

Professional development and training opportunities

Flexible working conditions

Employee assistance programs

remote work

Salary : $16

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Information and Referral Specialist-MI Based

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