Information Referral and Assistance

JOB OVERVIEW The Information and Referral Specialist administers all incoming calls, correspondence, and activity throughout the Deaf Action Center and for the Senior Citizen Operations Program.

WORK EXPECTATIONS

• Critical thinking and reasoning skills.
• Work ethically and with integrity.
• Pursue professional development.
• Collaborate well with DAC employees, clients, and vendors.
• Strong written and verbal communication skills.JOB DESCRIPTION

RESPONSIBILITIES

• Manage phones, route calls to appropriate persons, and record messages.
• Maintain database records and referrals
• Provides case management for those in need of ongoing support.
• Directs clients to appropriate departments, ensuring access to services speedily and professionally.
• Keeps appropriate statistics and logs on phone calls, clients, information, and referral and message relay promptly.
• Distributes DART Form 1000.
• Obtains and records client information for confidential intake forms.
• Maintains and updates information and referral files regularly.
• Send out weekly surveys.
• Send out weekly senior outreach marketing materials.
• Enters staff statistics into the computer.
• Maintains compliance with all Deaf Action Center policies, procedures, and requirements.
• Maintains confidentiality.
• Demonstrates a positive attitude and a willingness to develop and maintain strong working relations with co-workers.
• Attends and participates in staff meetings, training/workshops, and conferences as required.

COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies:

• High School diploma or GED.
• One to three months of related experience.
• Proficiency using Microsoft Office Suite.
• High-quality expressive and receptive American Sign Language skills.
• Demonstrated attention to detail.
• Data collection, analysis, and reporting skills.
• Collaboration skills.
• Compassionate customer service skills.
• Problem-solving skills.
• Excellent written and verbal communication skills.
• Adaptability to change, delay, and interruption.
• Punctuality.

JOB DESCRIPTION While performing the essential functions of this position, employees are regularly required to:

• Sit, stand, use hands to finger and feel, and adjust focus visually.
• Work in an environment with moderate noise levels.
• Maintain a valid driver’s license, proof of insurance, and the ability to drive a personal vehicle.

Note: Critical expectations of this job described above are subject to change at any time due to reasonable accommodations or other reasons, with or without notice. Employees are not permitted to be employed with DAC competition.