Information & Referral Specialist

INFORMATION & REFERRAL SPECIALIST
Job Code: 75175 Salary Grade: 10 FLSA: Nonexempt:  Salary Range: $37,182 to $59,863
 

Purpose of Classification:
The purpose of this classification is to provide information and referral assistance to adults 60 years of age and older, to caregivers of adults 60 years of age and older, to grandparents raising grandchildren, to persons with disabilities and to others as it relates to connecting those people with the most appropriate aging services and programs available.

Essential Functions: 
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Answers and returns client's calls; assesses client needs; provides information and/or referrals for services and programs; inputs client's information into Enhanced Services Program (ESP); explains services and programs to clients; creates appointments for telephone screenings; conducts telephone screenings in Aging Information Management System (AIMS); places clients in the waiting list; sends HCBS letter to clients and encloses survey for clients to complete and return to OSA; contacts clients who were referred for services or programs; registers clients for DeKalb's Demand Response transportation service; attends I&R trainings and meetings.

Receives and distributes incoming mail to staff; files contracts; types memos, letters and other transmittals; inputs OSA & LWSC timesheets in KRONOS; processes mileage reports and enters into ORACLE; enters vendor quotations, requisitions, and invoices; orders office supplies; completes P-Card transaction log; attends meetings; prepares and edits presentations for Deputy Director; processes staff training and travel authorizations; retrieves payroll checks and distributes to staff.

Represents the DeKalb County Office of Senior Affairs at various outreach events; provides information to the public about the services offered by the County for seniors and/or their caregivers; represents the Office of Senior affairs at various community meetings; functions as the lead contact for the DeKalb County area Transitions Program and the Atlanta Regional Commission's Atlanta Community-based Care Transitions Program (CCTP); collaborates with other agencies in the network through the Care Options software program.

Minimum Qualifications:
High School Diploma or GED required; vocational or technical training in business or a related field preferred; two years of experience in public administration; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.
 

Supplemental Duties:

1. Answer 311 Inquiries: Respond promptly and professionally to 311 hotline inquiries, providing accurate information and assistance.
2. Client Communication: Address client concerns via phone and email, offering information and support.
3. Identify Clients' Needs: Listen to clients, identify their needs, and gather relevant information.
4. Information Distribution: Connect clients with the appropriate Human Services divisions.
5. Follow-Up: Coordinate with divisions to ensure timely responses and track client interactions.
6. Close 311 Inquiries: Resolve and document 311 inquiries promptly.
7. Maintain Resource Directory: Keep the resource directory updated with accurate information on services.

Preferred Qualifications:

• Experience in customer service or call center roles.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Empathy, patience, and compassion.
• Proficiency with computer systems and database management.
• Knowledge of community resources and social services.
• Ability to work both collaboratively and independently.

Salary : $37,182 - $59,863