Information and Referral Specialist

CAPECO is a diverse group of people who are committed to creating a thriving community by providing education, resources, and services dedicated to eliminating poverty and contributing to the success of our community members. We hire people from all walks of life not because we must, but because we know it makes us stronger. If you share our passion for community, then we would love to meet you!

POSITION: INFORMATION AND REFERRAL SPECIALIST

Supervised by: Program Manager and Program Director

Department: Independent Support Services

Classification: Regular Full Time Position

Status: Non-Exempt

Location: Pendleton

Salary: $3,625

Benefits: Health, Dental, RX, Vision, FSA, Life Insurance, 401K Plan, Vacation, Sick and Holidays

POSITION OVERVIEW:
Serve as the initial contact for individuals calling in by phone and in person. You will be the first point of contact for clients seeking assistance through one or more of the agency’s services and programs. This will include providing specialized information and assistance to older adults, people with disabilities, family caregivers, and veterans by assessing needs, identifying resources most appropriate to fit their needs, screening for specific program eligibility, triaging with other service providers to ensure successful delivery of services, and following up with those clients who are particularly vulnerable.

This person will also provide a variety of clerical duties and support to the office. This position is customer facing and will require someone who takes pride in customer service, positive relationships, and the ability to work with a diverse population. You will need to appropriately direct individuals to the correct department and/or assist with scheduling appointments, data collection, and making referrals. The person in this position is also responsible for a variety of public information and education work, to serve as community liaison for assigned program areas, and assists with other data entry projects as needed.

ESSENTIAL FUNCTIONS:
An employee in this position may be called upon to do any or all the following essential functions. These examples do not include all the duties which the employee may be expected to perform. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without reasonable accommodation.

• Provide Information and Referral services to callers contacting the Aging and Disability Resource Connection (ADRC). Gather information from callers, determine needs, and provide referrals to appropriate agencies or community services to help meet identified needs.
• Maintain client confidentiality and perform duties in accordance with the national standards for information and referral of the Alliance of Information and Referral Systems (AIRS), the Older Americans Act, and the Oregon Revised Statutes and administrative rules.
• Monitors incoming requests for assistance, ensuring no personally identifiable information is included in the request, and connect the requestor with service providers within the Umatilla Morrow Community Resource Network (UMCRN).
• Monitor two voucher-specific email inboxes for reports and informational updates. This person will also assist Case Managers to trouble shoot clock in and other errors encountered by Home Care Workers.
• Take detailed and accurate messages, ensuring that each message is delivered or communicated to staff via email, phone message, Microsoft Teams, or in person to appropriate staff in a timely manner.
• Analyze complex information gathered from callers to assess needs, then research and refer them to appropriate resources.
• Distribute information pamphlets.
• Provide current information to the public regarding the general eligibility requirements for assistance programs.
• Identify, authenticate, and assess new and existing community resources and eligibility requirements to provide accurate and appropriate service assistance by researching online, collaborating with community partners, and by receiving feedback from consumers or providers.
• Prepare reports and correspondence as needed.
• Provide clerical support to program staff.
• Participate in agency and community workgroups and committees.
• Assist with CAPECO sponsored events.
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND MINIMUM QUALIFICATIONS:
The requirements listed below are representative of the knowledge, skills, abilities, and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• An associate degree in a related field of study which can be substituted for two years of equivalent education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of this position.
• Must possess a high level of tolerance and understanding for individuals and families that may be in crisis as well as possibly experiencing mental health concerns and substance abuse.
• Requires individual to be highly organized.
• Must maintain agency and client confidentiality.
• Excellent communication, interpersonal, and customer service skills and legible handwriting.
• Must have computer experience and a working knowledge of Word and Excel.
• Upon hire, work toward the Alliance of Information and Referral Systems (AIRS) certification.

WORK ENVIRONMENT AND PHYSICAL DEMANDS
The physical demand and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk; sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to bend, kneel, and crouch. Specific vision abilities required by this job include close vision and distance vision. The noise level in the work environment is usually moderate. The employee must occasionally lift, and/or carry/move objects up to 50 pounds. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, smart phones, photocopiers/scanners, shredders and filing cabinets.

SPECIAL REQUIREMENT

• Must pass a criminal history background investigation however, a conviction of a crime may not necessarily disqualify an individual from this position.
• CAPECO is a drug free workplace and pre-employment drug screening will be required. Due to federal funding, our drug screening includes the use of marijuana.
• Possession of or ability to obtain a valid driver’s license and insurable driving record is required.
• Travel may be required within the service area, which will require the use of a personal vehicle. Mileage will be reimbursed per IRS guidelines.
  
  EQUAL OPPORTUNITY EMPLOYER
  CAPECO does not discriminate in employment opportunities or practices based on race, color, national origin, religion, sex, sexual orientation, gender identity/transgender status, age, disability, veteran or marital status, genetic information or any other characteristic protected by applicable law.