[Msw] Available Position

[Misty Lair]

Notice: Available Position

Applications/Résumés accepted for immediate consideration.

 

 

Position: Information and Referral Specialist

 

Résumés may be submitted to CANHelp/2-1-1 Texas in the following manner:

 

By Mail: PO Box 214, Sulphur Springs, Texas 75483

By Fax: (903) 439-2270

By E-Mail: hccan at canhelponline.org

 

 


The qualified candidate must possess the following traits, skills and
abilities:


 

*                  Desire and passion for helping people

*                  Excellent active listening skills

*                  Good verbal / written communication skills

*                  Excellent counseling skills

*                  Able to establish appropriate boundaries with inquirers

*                  Nonjudgmental

*                  Effective multi-tasking skills

*                  Excellent organizational and time management skills

*                  Work independently AND work well with others

*                  Provide excellent customer service

*                  Remain flexible / adaptable in multiple situations

*                  Provide innovative input to assist clients and promote
organizational development

*                  Integrity

*                  Reliable

*                  Punctual

*                  Tenacious

*                  Able to accept constructive criticism

*                  Willingness to learn new skills

*                  Excellent computer literate

*                  Critical thinker

 

 


HCCAN/2-1-1 Texas-Northeast Texas Region


Position Description


 


Position Overview


 


Position Title


Information & Referral Specialist


 


Purpose of Position


The Information & Referral Specialist is responsible for:

*        Effectively and promptly assessing the needs of clients who call or
walk into the office of Hopkins County Community Action Network/2-1-1
Texas-Northeast Texas Region.

*        Referring customers in a sensitive and caring manner to the
appropriate community resource, consistent with the customer's needs and/or
desires.

*        Advocating for clients who encounter difficulty navigating
health/human services systems due to personal limitations or complexities of
the health/human services system.

 


Supervision


Works under the supervision of the Executive Director.

 

Qualifications:

*        Bachelor's Degree in Social Work, Psychology, Nursing, or other
behavioral sciences preferred.

*        Certified Information and Referral Specialist (CIRS) Certification
must be obtained at the earliest date possible based on AIRS certification
criteria.

*        Excellent telephone interviewing and listening skills. Additional
phone and listening skills  training will be available and may be required.

*        Considerable knowledge of human services field and/or community
resources.

*        Knowledge and positive experience with computers, computer
applications, systems, and database management is required.

*        Ability to establish good working relationships with CANHelp staff,
staff of human service and government agencies and to work as a team member.

*        Ability to communicate clearly and effectively with individuals or
groups, and to deal with people tactfully and effectively.

*        Ability to coordinate a variety of activities in a sometimes
stressful, fast-paced environment.

*        Self-directed, motivated, and professional.

*        Ability to maintain confidentiality.

*        Bilingual (English and Spanish) speaking ability a plus.

 

Information and Referral Specialist Responsibilities

 

Phone/Direct Assistance Responsibilities

*        Respond to caller/client's inquiries in a professional manner.
Assist callers in a variety of ways, including (but not limited to):

-         Providing compassionate listening

-         Assisting caller/clients in identifying issues

-         Breaking caller/client's issues into manageable pieces

-         Referring caller to appropriate agencies/services to help with
each identified issue

-         Forwarding caller directly to the helping agency when appropriate

-         Providing callers with the information they are requesting (when
appropriate) so that referrals are not necessary

*        Conduct research for callers utilizing the database and other
available sources to provide information. Sources may include searching the
Internet, printed materials, and/or accessing colleagues and other
information & referral services.  On occasion, printed materials are
photocopied and mailed to caller.

*        Provide advocacy for callers who are experiencing difficulty
accessing appropriate services.

*        Conduct a follow-up phone call to a minimum of 20% of callers to
determine if they received the help they were seeking and, if not, if we can
provide any additional help.  Follow-up also provides an opportunity for
callers to receive assistance with any additional issues or problems they
may have.

*        Create and run agency reports such as lists of nursing homes, lists
of home health care agencies, lists of support groups, when requested by
individuals and other non-profit agencies.

*        Provide back-up phone service for other regional 2-1-1 Texas call
centers on occasion.

*        Record caller and agency statistics.  Information tracked includes
callers' age, language, county of residence, services sought, income status,
need for follow-up services, gaps in services (unmet needs), how quickly the
call was answered, etc.  Reports are run monthly, quarterly and/or annually
and submitted to 2-1-1 Texas for statewide statistical tracking.  Reports
can also be run for internal use and/or for other agencies.

*        Report to work during non-scheduled work hours during times of
activation of emergency response/business continuity plan.

 

Database Responsibilities

*        Identify and collect appropriate information about clients and
their needs.

*        Search resource database for appropriate referrals.

*        Accurately enter client information, referrals, unmet needs,
reasons for client call and additional appropriate information into client
database.

*        Assist/assure weekly tape back-ups of database.

*        Work with Resource Database Specialist to identify new resources to
be gathered and entered into the resource database to increase its
effectiveness and/or to fill a gap in services listed.

*        Assure that database and overall data operations comply with 2-1-1
Texas standards.

*        Provide feedback on software to assist with software
improvements/development.

*        Provide monthly and/or quarterly reports as requested or required. 

 

Public Relations/Outreach Responsibilities:

*        Assist with public relations and community outreach activities and
provide informational programs on request to the community, service clubs,
faith-based organizations, etc.

*        Assist with design and development of outreach materials. 

*        Communicate client and community concerns, complaints and/or
requests to Executive Director.

*        Assist with maintenance of organizational website.

Supervisory Responsibilities:

*        Train volunteers.

*        Supervise and delegate responsibilities to support staff and
volunteers.

*        Assist with volunteer recognition efforts.

 

Other Office Responsibilities:

*        Maintain client files.

*        Maintain office equipment (printers, copier, phones, multi-function
center, computers, etc.).

*        Participate in professional information and referral training
opportunities such as statewide information and referral conferences, crisis
training, etc.

*        Prioritize projects to meet deadlines.

*        Proficiently operate fax, copier, phone, call transfer, voice mail,
call forwarding, 3 way calling, email, and the Internet.

*        Assist with research and recommendations for office equipment
purchases.

*        Identify need for and add appropriate materials to the training
manual(s).

*        Cross-train to learn other staff duties and provide support during
times of heavy workload, emergency response and/or activation of business
continuity plan.

*        Assist Resource Specialist with maintenance of resource database
when necessary.

 


Hiring and Termination


Hiring and termination of the Information and Referral Specialist is the
responsibility of the Executive Director.

 


Wage, Exempt Status and Hours


Wage:  Commensurate with education, training and experience.

 

Exempt Status: Position is salaried, exempt

 

Hours:  40/week; Monday through Friday 8:00 a.m.-5:00 p.m.

 

Special consideration: Employees are expected to report to work during times
of emergency response and/or activation of business continuity plan.
Employees are also expected to assist with special projects and attend
outreach functions that may occur outside the regularly scheduled work week.


 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://mailman.tamuc.edu/pipermail/msw/attachments/20060406/8d54293e/attachment.htm