TEL Staffing & HR
Information and Referral Specialist
Pensacola, FL - Full Time
Now hiring an INFORMATION & REFERRAL SPECIALIST in Pensacola, FL.
POSITION DESCRIPTION: Provides information and assistance/referral on home and community-based services and long-term care options to older persons and/or their advocates.
SPECIAL CONDITIONS: Follow-up is mandatory and is conducted with the referred person and/or resource to determine the outcome of the referral. Follow-up shall be made within fourteen (14) business days of the Referral. Staff in this position obtain intake information from the client to be used as part of the Referral.
JOB STATUS: Full-time, non-exempt
SUPERVISION RECEIVED AND EXERCISED: The employee in this position reports to the Information & Referral Supervisor; the employee exercises no supervision.
EXAMPLES OF ESSENTIAL DUTIES AND RESPONSIBILITIES: These examples are intended only as illustrations of the various types of work performed by employees in this class. The omission of a specific statement does not exclude a task from the position if it is similar, related, or a logical assignment to the job.
- Answers Elder HelpLine calls
- Receives referrals from access points, including lead agencies, hospital discharge planners, etc.
- Interacts with consumers and other agencies in person, on the telephone and by mail
- Educates consumers on system benefits requirements
- Informs client of HIPAA requirements, on the phone or face-to-face, retaining signed form when completed in person (the form is passed off to assistant)
- Assesses caller needs by verbal (telephone) interview or in person (in the office)
- Provides information about services, offers resource and counseling options, and submits client referrals to other departments within the agency
- Matches caller’s needs with an array of possible options, programs and services, public or private, focusing on prioritizing callers for service and recognizing those whose need is urgent
- Counsels’ callers on alternative formal and informal resources available in the community relative to their needs
- Provides necessary information or referral to other agencies where service by state or federally funded programs is not indicated
- Contacts other agencies to obtain information for consumers, acting as an advocate for the client until another agency assumes that responsibility
- Build relationships with service providers to expedite referrals and establish clear avenues for elders to access services
- Follows-up on referrals within fourteen (14) working days
- Collects caller’s personal and demographic information, recording it in REFER system
- Completes eCIRTS enrollment form for data entry operator
- Advises consumers of senior discounts and performs annual review of participants
- Uses REFER system to store and access information on clients and community resources
- Attends in-service trainings, staff meetings and conferences as required
- Provides staff support to the Elder HelpLine during emergency disaster situations
- Exhibits professionalism when communicating with the public and other professionals
- Acts as a client advocate in a complex service delivery system
- Complies with all security and confidentiality regulations
- Completes other related tasks as assigned
PHYSICAL REQUIREMENT OF THE POSITION: Employee must be able to maintain effective audio-visual discrimination and perception as needed to make observations, read and write, make practical mathematical computations, communicate with others, and operate assigned office equipment. Employees must maintain a mental capacity that permits him/her to make sound decisions, use good judgment, adjust to changing circumstances and emergencies, demonstrate intellectual capabilities, and work effectively with others, specifically senior adults. The employee must maintain physical condition appropriate to the performance of assigned duties and responsibilities which may include the following: sitting or standing for extended periods of time and operating assigned office equipment such as telephone, computer, calculator, copy and/or fax machines.
EXPERIENCE AND TRAINING GUIDELINES:
Experience - Minimum of three years experience in a similar program or social services agency.
Experience with Microsoft applications, including Excel, Word, and Outlook. Work experience with the senior population is a plus. Training – High school diploma.
LICENSURE OR CERTIFICATION: Valid Florida driver’s license and AIRS certification
SALARY RANGE: $33,800 - $36,400
TEL Staffing complies with regulations enforced by the EEOC. TEL Staffing is a drug-free workplace.
