NOLA Information and Referral Specialist

Description

Job Summary: The Lighthouse Information and Referral Specialist (IRS) is a friendly problem-solver who represents the mission and values of the organization, serving as the first line of communication for callers and guests. The IRS connects people with optimal resources for services and support inside and outside of the organization, creating a warm and inviting atmosphere, while exemplifying professionalism in appearance and attitude at all times. The IRS demonstrates superior customer service, organizational skills, and time management strategies. Flexibility, enthusiasm, resourcefulness, confidence, and passion for helping others are required traits. Excellent computer skills, a strong work ethic, attention to detail, and commitment to maintaining confidentiality  are necessary skills for success.

Requirements

JOB RESPONSIBILITIES:

1. Provide a friendly welcome to all callers and guests by offering service with a smile. Seek and organize information to ensure they are efficiently and accurately directed to the appropriate team members. 

2. Take ownership of the lobby milieu by Ensuring the area remains neat, clean, and safe at all times. Restock materials, as needed. Create an office setting that is professional, organized, efficient, and comfortable for staff and guests.

3. Monitor lobby traffic to ensure the safety and security of employees and guests. Issue and collect visitor badges  and maintain visitor logs by policy.

4. Assist callers in identifying appropriate Lighthouse programs and community resources to meet their needs. Document I&R calls as required to measure outcomes and monitor program success.

5. Process mail to include: stamping/documenting checks, sorting/distributing incoming mail, and stamping outgoing mail. 

6. Maintain the Lighthouse database of community, state, and federal resources for people with disabilities by ensuring resources are added, removed, and updated as needed.

7. Provide clerical support to departments when needed, as directed by the NOLA Office Manager.

8. Provide consistent feedback to the NOLA Office Manager regarding operations in the front office area. 

9. Foster a team environment with effective communication and a coordinated approach to providing services.

10. Adhere to all Lighthouse policies and procedures.

11. Perform other duties as assigned by the NOLA Office Manager.

JOB QUALIFICATIONS

1. Education: High School or GED required. Some college in a social services/humanities field preferred. Some clerical-related advanced training from a business school or technical institute preferred.

2. Special Knowledge or Skills: Strong interpersonal communication skills to provide optimal customer care to people with all types of personalities.  Excellent verbal and written communications. Excellent organizational, time management, and multi-tasking skills. Must have strong utilization skills of MS Office Suite and competence to manage email, multiple calendars, spreadsheets, and on-line research. Knowledge of Ring Central management preferred. General knowledge of resources for people with vision loss preferred. Ability to maintain confidentiality required.  

3. Experience: Minimum of 2 years in customer service with positive references required.

4. Supervisory Responsibilities: None.

5. Physical: Able to effectively perform the specified duties. Able to observe guests who enter and exit the facility to monitor safety, offer appropriate assistance when needed, and ensure adherence to security procedures. Able to sit for extended periods. Able to travel throughout the facility to safely and effectively manage all work responsibilities, breaks, and emergency evacuations, with or without a reasonable accommodation. Able to manage all self-care needs and activities of daily living as required to support successful employment, with or without a reasonable accommodation.

6. Working Conditions: Indoor office setting.

7. Work Schedule: 36-hours per week, M-F, 7:30 – 4:00.

This job description does not imply that these are the only duties to be performed. The incumbent in this position will perform such other tasks as may be required for the effective operation of the Division/Department upon request by his/her supervisor.