What are the responsibilities and job description for the Information and Referral Specialist - CS position at Opportunity Council?
DETAILED SUMMARY:
The Information & Referral Specialist is Opportunity Council’s point of entry into Opportunity Council programs, delivers basic needs services and resources, and acts as the contact for community members, human services partners, and internal departments. This position supports lobby and site operations, coordinates communications across client service sites, and provides main reception telephone service and front desk and window services.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Agency point of entry and contact: Acts as the agency point of entry and contact for community members, human services partners, and internal departments. Provides main reception telephone service, front desk and window services. Coordinates communication across client service sites. Supports lobby and site operations.
- Responds to walk-ins, phone calls, emails, and chats to help guide clients, service providers, vendors, and donors to appropriate contacts internal and external to the agency.
- Manages communication exchange of messages, packages, and paperwork on behalf of program staff to clientele.
- Maintains and organizes lobby area for client and employee access.
- Assists clients with completing paperwork, making copies, scanning and faxing documents.
- Requires comprehensive knowledge of agency organizational structure and contacts.
- Requires navigation of multiple databases, spreadsheets, calendars, and staff address book.
- Community Resource Center entry point: Acts as the entry point into Opportunity Council programs including intake, screening, resource information and referral, and direct scheduling for services. Includes internal/external resource navigation, including but not limited to: housing, employment, financial assistance, behavioral health and health care access, basic needs, food access, legal services, and social services.
- Performs screenings, intakes, and eligibility assessments with clients seeking agency and community services.
- Provides direct services:
- Triage client needs to appropriately refer and facilitate access to resources and programs
- Performs diversion conversations and intakes for the housing coordinated entry system
- Assisting clients with connection to crisis services
- Information resource and referral
- Basic Food application assistance
- Appointment scheduling
- Maintains client records for compliance and continuity of service.
- Provides community outreach to share community resource information
- Maintains accurate client files as required by program contracts.
- Program support & delivery: Provides delivery of basic needs services and resources, and scheduling support and referral to multiple Opportunity Council programs, including Housing, Energy Assistance, early learning, and employment services.
BILINGUAL POSITIONS ONLY:
Specialize in providing services to clients and families who speak a language other than English as a primary language. May occasionally be asked to support with translating/interpreting a language other than English to assist potential or current clients.
OTHER RESPONSIBILITIES:
- Attends staff meetings and trainings as required.
- Completes special projects and other related duties as assigned.
EDUCATION, EXPERIENCE, TRAINING REQUIREMENTS:
- Experience in human services, preferably experience with the issues of homelessness, mental illness and chemical dependency preferred.
- Bilingual skills required. Must speak and read with fluency and proficiency in Spanish/English.
- Experience providing excellent customer service to both internal and external customers in a fast-paced environment.
- Experience coordinating with other professionals and social service agencies.
- Demonstrated ability to effectively and respectfully provide confidential services to diverse, low-income populations, including individuals and families in crisis situations.
- Experience working in high stress, crisis situations and utilizing sound judgment, decision making, and problem-solving skills.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Ability to quickly build rapport in order to solicit accurate information for appropriate assessments, eligibility screenings.
- Ability to provide easy to understand explanations of complex systems including the agency, community programs, and social service knowledge.
- Ability to resolve challenging situations and de-escalate when necessary.
- Effective time management skills including the ability to work independently and prioritize with frequent interruptions.
- Record keeping skills to maintain up-to-date, accurate, notes and client files.
- Strong computer skills, database knowledge, and the ability to use office equipment including multi-line phone system, fax, printer/scanner, etc.
WORKING CONDITIONS:Work is generally performed in a fast–paced office and client/public-facing, direct services environment with frequent interruptions and occasional crisis situations. May require travel within the agency’s service area for meetings, special workshops, trainings, and other job-related activities. This position is essential personnel and is required to report to work during agency closures and during the COVID pandemic.
Benefits@Opportunity Council
Opportunity Council offers the following benefits to eligible employees:
- Paid time off earned on an accrual basis (vacation, sick, personal holidays)
- Paid time off for wellness needs
- Employer-paid holidays (13 in 2023)
- Employer-paid HDHP and low-cost traditional health care options
- HSA and FSA, subject to plan terms
- Eligibility for Critical Illness coverage
- 403(b) retirement plan (5% employer contribution)
- Eligibility for health coverage for legal dependents
- Eligibility for employee/family dental and vision coverage
- Voluntary benefits such as life insurance, long-term disability, long-term care and personal legal services
Opportunity Council is a private, non-profit Community Action Agency serving homeless and low-income families and individuals. Our mission is to help people improve their lives through education, support, and direct assistance while advocating for just and equitable communities. For over 50 years we have offered a broad scope of services that range from addressing immediate and crisis-oriented needs (food, emergency shelter, eviction-prevention) to longer-term programs that promote self-sufficiency in our community (early childhood education, home weatherization). For more details, please visit our website at https://www.oppco.org.
