Information And Referral Specialist

Job Summary 

The Information and Referral (IR) Specialist will respond daily to consumer, professional, affiliate, and internal staff inquiries regarding limb loss and limb difference received via various communication channels. The work involves obtaining sensitive information from requestors through professional assessment techniques and providing appropriate responses utilizing approved Amputee Coalition materials, databases, and referral resources. This position must ensure the maintenance of our online searchable database of national, state, and local resources to address client needs and will support the development and dissemination of fact sheets and patient education materials working alongside the Resource and Education Manager. The IR Specialist will keep abreast of developments in the field of Orthotic and Prosthetics by reading pertinent publications, performing online resource searches, attending professional conferences and workshops, and participating in the Amputee Coalition’s annual conference. 

Essential Functions 

• Provide concise, accurate, and timely information in response to all phone, email, written correspondence, web-based submissions, and online forums from community members, family members, and professionals in the limb loss and limb different community.

• Respond to all inquiries professionally and courteously.

• Effectively search various databases and websites to provide accurate and appropriate responses to inquiries.

• Follow best-practice guidelines established by Inform USA for providing information and referral services.

• Responds to inquiries including, but not limited to, the following topics:

• medical assistance and referrals to specialists, financial assistance, vocational training, employment assistance, psychosocial needs/support groups, legal rights issues/advocacy, shelter, food, and continuing education.

• Consistently provide appropriate referrals to community resources, including Amputee Coalition affiliate and other resources that best meet the client’s needs.

• Help monitor online community and forum sites and provide concise, accurate, and timely information to sensitive questions.

• Provide technical assistance to support Amputee Coalition affiliates as they provide information and referral services at the local level.

• Enter all essential demographic information into the consumer inquiry database (Salesforce) to facilitate rapid, accurate, comprehensive statistical reporting and data transfer.

• Assist with maintaining and updating all resource referral records.

• Assist with researching new referral resources in the U.S. and internationally, focusing on resources in underserved and unaffiliated territories.

• Review limb loss and limb different-related news items, newsletters, and journal articles directed to information staff to acquire up-to-date knowledge and enhance their ability to address new client-initiated questions.

• Attend content-specific conferences, symposia, or technical training programs for professional development.

• Alert the Coalitions Communications Department of media activity related to limb loss and limb difference, about which the Coalition has not been notified.

• Provide follow-up to clients to better support their quality of life and ability to utilize the information and referral resources provided.

• Assist in the compilation of data for reporting needs.

• Assist with other duties and special projects as assigned

Required Knowledge, Skills, Abilities  

• Bachelor's degree in human services (e.g., social work, nursing, counseling, human services, or another social service field) or 4 years experience in customer service or community resource navigation is preferred.

Required Education, Certifications/ Licenses, Related Experience  

• Minimum of 2 years of experience in the information and referral field.
• Proficiency with MS Office, Salesforce, and is comfortable learning new technical systems.
• Demonstrated knowledge of the human services field.

Other Specific Knowledge, Skills, Abilities, Certifications, Licenses: 

• Familiarity with Information and Referral systems and standards
• Knowledge of or ability to learn about limb loss and limb difference, including other disabilities, orthotics, prosthetics, and how to best provide support to individuals and their families.
• Knowledge of health data information sources and their use.
• Experience in information and referral or crisis intervention preferred.
• Excellent data entry, research, communication, and writing skills.
• A high level of detail orientation and accuracy.
• Ability to prioritize work assignments, track multiple projects simultaneously, and follow through to completion with each.
• Ability to work independently with minimal supervision on assigned duties; a sense of ownership and urgency in completing assigned job duties is essential.
• Excellent time management and problem-solving skills.
• Uses sound judgement and maintains strict confidentiality.

Physical Job Requirements  

• This position requires the ability to remain stationary and seated for over half their time.
• While performing the duties of this job, the employee is regularly required to talk and hear and will require staring at a computer screen and/or documents for extended periods and talking on the phone for extended periods.
• The person in this position must be able to maneuver (lift, move, carry, slide, etc.) less than 15 lbs.
• This position requires the ability to spend of the majority of their time viewing computer monitors
• This position is exposed to outdoor weather conditions and non-climate-controlled workspace(s) less than half the time.

Travel Requirements 

• This position travels annually for national conference less than 10% of the time

• Anticipated travel will be by car, air, and/or train

Equal Employment Opportunity 

The Amputee Coalition believes that equal opportunities for all employees are important for the continuing success of the organization. In accordance with state and federal law, the Amputee Coalition provides equal employment opportunity to all persons and will not discriminate against an employee or applicant for employment because of race, disability, gender, gender identity, gender expression, color, creed, religion, sex, age, national origin or ethnicity, ancestry, citizenship, veteran status, marital status, pregnancy, genetic information, sexual orientation or preference, or any other category protected by applicable law in hiring, promoting, demoting, training, benefits, transfers, layoffs, terminations, recommendations, or rates of pay or other forms of compensation.