Lead Information & Referral Specialist (Administrative)

General Summary
Under the direction of the 2-1-1 Program Supervisor, the position of Lead Information & Referral Specialist provides confidential, appropriate, unbiased health and social service information, referral and advocacy to the general public by telephone, email, mail, and in person; performs preliminary screening for eligibility for public and community services; assists callers with access issues; tracks gaps in services, and ensures that accurate information is available to all interested parties. The Lead Information & Referral Specialist offers support to the 2-1-1 Program Supervisor and the 2-1-1 staff.
Essential Functions
Screens callers for services, accurately records transaction information, refers to appropriate resource, and advocates for caller to secure services from public and private community agencies as needed.Responds to telephone inquiries concerning the availability of services provided by public or community resources.Schedules and performs follow-up surveys /calls via phone per protocol.Research answers to new questions and requests for unknown services.Provides specific, detailed information to the public about accessing public private community resources for health and social services consistent with standards set by AIRS (Alliance of Information & Referral Systems).Collects and enter caller information into 2-1-1 information electronic record systems in compliance with contract and reporting requirements stipulated by funding partners.Advocates for individuals experiencing difficult or lacking ability needed to make effective contact with agencies, programs, and services.Works closely with staff in other 2-1-1 call centers, LifeWays, and crisis programs to ensure strong coordination and effective service.Works toward achieving program dashboard (quality assurance) goals.Represents 2-1-1 and LifeWays effectively to agencies and groups in person and on the telephone.Serves as a backup for Information and Outreach Specialist, as needed.Assists in development and maintenance of the call center schedule.Assists the team by organizing the daily workflow, and answers questions from the team.Assists the 2-1-1 Program Supervisor with caller complaints/feedback.Provides training for all new I&R Specialists and interns and temps.Responsible for adherence to all Commission on Accreditation of Rehabilitation Facilities (CARF) and Michigan Department of Health and Human Services (MDHHS) standards.Maintain regular and predictable attendance.All other duties as assigned.
NOTE: The lists of essential and additional functions are not exhaustive. They may be supplemented as necessary from time to time.

Job Specifications (Knowledge, Skills, and Abilities)
One to three years experience in an Information & Referral setting, preferred.Knowledge in social services system, governmental bodies, and Mid-Michigan geographical area.Basics of Information &Referral training, preferred.Knowledge of principles, practices, and procedures of telephone Information & Referral.Able to actively listen and respond to people in need.Able to interact effectively with persons experiencing a problem situation or crisis to assess and help problem-solve the situation.Demonstrates critical thinking and analysis skills to resolve situations in a timely manner.Ability to communicate clearly and concisely, verbally and in written format.Possesses capability to network in social events to promote program, gain community awareness and support.Works effectively with people of diverse ethnic and socio/economic backgrounds and mentally ill individuals in a respectful and positive manner.Able to research information as needed utilizing resources including, but not limited to industry-related software (iCarol), AIRS Standards for Professional Information and Referral and Quality Indicators.Experience with scheduling software and electronic medical record systems.Demonstrates excellent customer service skills to all stakeholders.Demonstrates excellent customer service with interpersonal, verbal, and written communication skills in a non-judgmental and friendly demeanor with the diverse populations served by LifeWays, which may include consumers who display challenging behaviors.Excellent time management skills in a setting with potential frequent interruptions; ability to coordinate multiple concurrent projects and perform tasks in an organized and timely manner, with attention to detail.Professional in appearance and demeanor, telephone, and interpersonal communications.Establishes and maintains professional working relationships with consumers, staff, providers, and community partners.Proficient in computer applications including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Electronic Medical Record, LifeWays Intranet, and Internet applications.Experience using office equipment, including cellular telephone; desktop telephone/voicemail; copier, fax machine, scanner, printer, computer, and calculator.Ability to work as a member of a team and ability to work independently, as needed.Health Insurance Portability and Accountability Act (HIPAA) and other confidentiality regulations compliance required.

Required Education/Certification/Licensure
Associates Degree with an emphasis in human or social services.CRS (Certified Community Resource Specialist) upon hire.Mental Health First Aid Training, upon hire.MiBridges Navigation, upon hire.

Preferred Education / Certification/Licensure
Bachelors degree with an emphasis in human or social services.Community Health Worker Certification (CHW)
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The job description will be reviewed periodically as duties and responsibilities change with business necessity.