United Way of Greater Cleveland
Location: Cleveland, OH
Salary: Salary not Determined
Job Type: 1Full-Time and 1Part-Time
Shift: Approx. FT; PT-18hrs/week, Core hours: Tues, Thurs, Fri. & Holidays
Date Posted: Jan 7 2011
JOB TITLE: Information & Referral Specialist
DIVISION/UNIT: 211First Call For Help
REPORTS TO: Manager, Information and Referral Services
*Part-Time home-based position is needed for social service inbound call center. Approximately 18 hours per week. Core part-time hours are Tuesdays, Thursdays, Fridays and several holidays. Occasional evenings and weekends. Equipment provided, Internet connection needed.
PURPOSE OF POSITION: Responds to incoming phone calls, emails, instant messages and other forms of contacts from inquirers seeking information on a broad range of health and human services. Assesses inquirer’s needs, obtains and documents information from inquirer and effectively utilizes the resource database to locate services and provide information relevant to meet inquirer’s needs.
DUTIES AND RESPONSIBILITIES:
- Establishes rapport with inquirer, using courteous, professional, and nonjudgmental communication techniques. Accurately assesses the inquirer’s health and human service needs, asking relevant questions and probing beyond the presenting problem when needed.
- Effectively utilizes the resource database to locate services that are relevant to the inquirers/callers needs and uses good judgment in selecting resources to present to the inquirer for consideration.
- Makes direct contact with staff of health and human service organizations on behalf of the inquirer when required by inquirer’s limitations or when otherwise warranted by 211/First Call For Help protocol.
- Appropriately documents inquirer demographics and referrals in the contact database. Contributes to an accurate and up-to-date resource database by submitting corrections when an error is discovered and submitting information when new resources are found.
- Follows 211/First Call For Help confidentiality protocol and laws relating to privacy, confidentiality and/or anonymity, suicide, homicide and abuse reporting.
- Conducts follow-up and/or customer satisfaction surveys to ensure that the inquirer’s needs have been met and a level of quality is maintained.
- Uses crisis-handling techniques when/where appropriate. Responds effectively to “difficult” inquirers such as people who are angry, hostile, manipulative or people who contact 211/First Call For Help frequently with the same problem.
- Demonstrates the ability to work with multi-cultural/ethnic inquirers, older adults, people with disabilities, sexual minorities and other populations. Recognizes the inquirer’s right to accurate, comprehensive and unbiased information about services available in the community. Avoids introducing personal beliefs into the referral process. Demonstrates respect for the values, traditions and/or lifestyles of the inquirer.
- Maintains flexibility in scheduling to the extent practical and possible to meet the needs of a 24-hour contact center.
- Attends continuing education programs, departmental trainings and meetings to remain current in the field of Information and Referral. Participates in activities that contribute to the community awareness of 211/First Call For Help, including conferences and fairs.
- Follows basic protocols of the field of Information and Referral, as defined by AIRS (Alliance of Information and Referral Services), the accrediting body of 211/First Call For Help. Strives to obtain the AIRS credential of CIRS (Certified Information and Referral Specialist) and maintain that credential throughout employment.
Frequent contact with the general public and personnel from health and human service agencies.
Combination of education and experience normally represented by a Bachelor's Degree and two-four years' relevant work experience. Excellent communication skills, patience with callers, comfort with technology and good problem solving skills required.
United Way of Greater Cleveland is a leader in addressing health and human service needs through convening partnerships, funding programs, generating resources, and advocating for public policy to support our community's priorities.