2-1-1 Helpline Community Information & Resource Specialist Position Opening

ORGANIZATION:                The Institute for Human Services, Inc.

   6666 County Road 11

   Bath, NY 14810

REPORTS TO:                   Director, 2-1-1 Helpline

POSITION:                          Full-time, 37.5 hours/week

The Community Information & Resource Specialist provides information and referral services to callers inquiring about health and human service resources in their community, and assists in tasks required to keep the 2-1-1 Helpline database up-to-date and accurate.

The position involves answering calls, determining caller needs by collecting and documenting all required data, providing referrals, and demonstrating objectivity and empathy, while being non-judgmental and neutral in handing callers’ inquiries.  It also involves assisting in the verification of data on agencies and resources for the community resource database: researching, collecting and analyzing information about organizations and community services.

The successful candidate must be able to maintain confidentiality of sensitive information.

Major Tasks, Duties and Responsibilities

• Assist with maintaining information & referral resource database, by researching, updating or adding new resources, as assigned
• Research out-of-database resources as necessary and appropriate
• Acquire and maintain a high level of familiarity with resource database, service environment, information updates and any procedural changes;
• Stay informed on broad social issues and changes that impact human services in the region, contribute to others’ understanding of program changes
• Answer incoming calls according to an assigned or ad hoc schedule, assess caller’s needs and make accurate referrals to appropriate agencies, programs, and services; schedule appointments for agency programs and collect demographic or other information.
• Assess callers’ needs, facilitates problem-solving with callers, and makes accurate referrals to appropriate community agencies, programs and services
• Provide intervention to callers in crisis, according to established protocols
• Advocate for individuals experiencing difficulty or lacking the ability needed to make effective contact with agencies, programs and services
• Schedule and make follow up calls according to established protocols
• Accurately record transaction information on all caller contacts
• Work creatively and effectively as a team member
• Attend staff meetings, team meetings, on-site trainings, conferences and workshops to improve professional skills
• Seek Certified Information & Referral (CIRS) and Certified Resource Specialist (CRS) credential when eligible to do so
• Work toward achieving program quality assurance goals
• Represent 2-1-1 Helpline and The Institute for Human Services effectively to agencies and groups both on the telephone and in person
• Work on a shift other than regularly scheduled one, as needed (including occasional on-call)
• Provide support on projects as needed, i.e. research, writing, filing, copying, etc
• Other duties as assigned     

Knowledge/Skills/Abilities

Strong customer service and communication skills, including the ability to relate to callers with patience, objectivity & nonjudgmental attitude, and knowledge of community resources helpful.  The position requires strong interpersonal skills and positive attitude, as well as the ability to work collaboratively as a member of a team, follow specific protocols and procedures, problem-solve, plan and organize work, handle multiple tasks, pay attention to details and work independently.  Must be able to demonstrate proficiency in Microsoft Office products and internet navigation.

Qualifications

Associate’s degree required, bachelor’s preferred, in business, liberal arts, human services or related field, two years of experience in customer service, call center or human service field required, or an equivalent combination of education and experience.

Special Requirements

Work Schedule:  Typically is either 8:30 am to 4:30 pm or 9:00 am to 5:00 pm Monday through Friday. However, flexibility is required due to the nature of business. Schedule may be changed as needed, to include evenings, weekends and/or holidays or extended hours of operation.  On-call responsibility approximately one week/month.

To Apply 

Please submit a letter of interest and resume to institute@ihsnet.org.  Review will begin immediately and will continue until the position is filled.