Information Referral Coordinator

Description

Scope:

Responsible for assisting the Information and Referral Manager in the operation, coordination and continuous enhancement of the Wayne Metro CONNECT center. Provide information, referral, and assessment over the telephone, by email or online.  Responsibilities include serving as the first point of contact for escalated client calls, conducting preliminary need and eligibility assessments, gathering information for program intake activities and scheduling appointments for clients with Wayne Metro staff.

Essential Functions

• Serve as the first point of contact for escalated issues and for client calls requiring a higher degree of expertise or discretion to resolve their specific issues.
• Receive incoming calls to assess a client’s need and recommend the most appropriate initial course of action given the caller’s needs and the available resources within Wayne Metro and/or the community.
• Provide additional explanation of funding/program guidelines to the Information and Referral Specialist team and assist with problem solving client issues or researching clerical problems.
• Provide, as needed, support to the Information and Referral Manager and the program director.
• Assist with quality monitoring on all client requests (as directed by the Information and Referral Manager) and follow up with staff to ensure that Wayne Metro’s quality standards and Guiding Principles are being met.
• Maintain a thorough understanding of funding/program requirements.
• Train new employees and provide technical assistance to problems.
• Maintain consistently high standards of customer service while maintaining confidentiality.
• Provide information to clients of available programs/services and make appropriate referrals.
• Schedule client appointments with the appropriate department based on Wayne Metro’s established pre-screening guidelines and determination criteria.
• Accurately document all client interactions using web-based computer software systems. 
• Inform clients by explaining procedures, answering questions, and providing information.
• Maintain communication equipment by troubleshooting and reporting problems.
• Develop and maintain comprehensive resource files of information on organizations that provide human services in the community.
• Stay informed on social issues, programs, and changes in services at Wayne Metro and in the Wayne County area.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Maintain accurate records for the purpose of deriving statistics and compiling program reports.
• Meet quality assurance requirements and other key performance metrics.
• Utilize various systems and tools to assist and service clients. 
• Work in a call center environment on a computer with a headset for extended periods of time.
• Attend staff meetings, conferences and workshops in order to upgrade professional skills.
• Work effectively in team atmosphere while achieving program quality assurance goals.
• Maintain a positive attitude towards assigned work, clients, and staff, and a willingness to work with others.
• Perform work in a professional manner that upholds Wayne Metro’s policies and procedures.
• Other duties as assigned.

Qualifications

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in a professional office/call center environment with a moderate noise level. This is largely a sedentary role and the employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit, frequently use hands and to talk or hear.

Minimum Qualifications:

• Bachelor’s degree in Human Services or related major OR a minimum of four years of experience in Human Services OR a combination of education and experience that is similarly equivalent.
• Accredited Information Referral Specialist Certification (CIRS) is a plus.
• Ability to type at least 35 w.p.m.
• Call center experience with expertise in telephone etiquette is essential.
• Demonstrated knowledge of customer service principles and practices.
• Demonstrated evidence of interviewing, assessment and problem solving skills.
• Ability to effectively communicate via phone, gather and record data using various computer programs.

Minimum Competencies:

• Working knowledge of basic internet applications and programs including Google technology and Microsoft Office Word and Excel. The ability to learn and utilize the necessary programs for this position.
• Ability to communicate effectively both orally and in written form.
• Excellent interpersonal and professional skills including but not limited to professional appearance, tact, punctuality, and dependability.
• Excellent customer service skills with the ability to work with internal and external customers in a friendly, cooperative, and professional manner.  
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Ability to learn and navigate new software quickly.
• Ability to work well under pressure and/or against opposition and to handle conflict in a professional manner.
• Strong organizational and time-management skills.
• Must be flexible, reliable and have the ability to work autonomously, as well as in a supportive/team based environment.
• Effective problem solver and decision maker.
• Ability to provide services for those persons facing economic, social, health, age, and educational barriers.
• Ability to work a flexible schedule.
• Perform work in a manner that upholds Wayne Metro policies and procedures.

Licensing and Other Requirements:

• Valid identification and reliable transportation.
• Although the Covid-19 vaccination is no longer mandated, it is encouraged. Wayne Metro will always prioritize the safety of our staff and clients.

• Seek and attain Certified Information & Referral (CIRS) credential when eligible.

Travel Requirements:

• Limited/as-needed.

Work Hours:  Work to be scheduled Monday through Friday with specific hours to be determined by department needs.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Salary : $25 - $27