What are the responsibilities and job description for the Referral Coordinator position at Disability Solutions?
Information and Referral Specialist
Overview
This role involves assisting individuals—primarily older adults—by providing information on community resources and referring them to the services best suited to their needs. You will work under the guidance of a Helpline Supervisor and follow up on all referrals to ensure those needs are met. The ideal candidate has experience in human services, strong communication skills, and the ability to maintain precise records while delivering compassionate, efficient support.
Key Responsibilities
Phone Support : Receive incoming calls to identify needs, offer general information, and make appropriate referrals to community agencies or organizations.
Data Entry & Documentation : Record details of each call, maintain client information in the database, and capture related statistics accurately.
Resource Navigation : Use computer software to research and retrieve information on public and private resources. Provide callers with guidance on accessing services and benefits.
Referral & Follow-Up : Connect callers with suitable agencies via direct phone transfers or three-way calls. Follow up to confirm if callers received assistance and address any additional needs.
Options Counseling : Offer unbiased information about available long-term care or support services, and advise callers on what to consider when choosing a program or provider.
Compliance : Uphold confidentiality and privacy standards (including HIPAA), releasing information only with proper authorization.
Record Maintenance : Enter all required data fields, maintain case narratives, and note important details such as client conditions and service needs.
Community Outreach : (As needed) Participate in outreach activities or fairs to increase public awareness of the Helpline and available services.
Emergency Support : Assist with response efforts during disasters or emergencies as assigned by the supervisor.
Administrative Assistance : Support the team in gathering and organizing information; communicate any updates or changes to resource databases.
Other Duties : Perform additional tasks as requested to support overall operations.
Qualifications
Education :
Bachelor’s degree in a human services field OR
Associate’s degree in a human services field with at least two (2) years of relevant experience OR
High school diploma (or GED) plus four (4) years of directly related experience.
Experience : Background in information / referral services, case management, call center support, social services, or similar role.
Skills & Abilities :
Strong verbal communication skills to handle high-volume calls and de-escalate difficult conversations.
Ability to work independently and collaboratively within a team.
Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with databases and internet research.
Accurate typing at a minimum of 35 words per minute, with solid English grammar and spelling.
Knowledge of or willingness to learn about aging services and community resources.
Bilingual (English / Spanish)
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