Helpline Specialist (Information & Referral )

Position Overview Reporting directly to the Elder Helpline Supervisor, and working under direct supervision, the incumbent is responsible for the provision of information to individuals regarding public and private resources in the community, as well as referral of individuals to the resources best suited to meet their expressed needs. Follow-up shall be conducted on all referrals made. Primary Accountabilities Receives incoming calls to the Elder Helpline to identify and determine the needs of callers for basic information and/or referral to specific agencies. High-volume call center experience highly preferred.  Records each information activity; collects and documents related statistics in computer database.  Utilizes computer software programs to access and retrieve information on community resources.  Advises callers on ways to access services and benefits. Education, Skill Requirements and Essential Functions  Identifies appropriate resources for individuals, including those requiring/requesting pay/fee for service resources.  Utilizes appropriate database to enter predetermined required fields and completes case narrative and case notes to include but not limited to client condition, service needs, etc.  Answers questions and provides unbiased information on available long-term care service options (Options Counseling) and advises on what factors to consider when selecting a program or provider.  Prepares information packets for clients regarding agency services and mails all applicable forms.  Complies with all applicable program regulations regarding client confidentiality and release of information to include HIPAA policies and procedures.  Contacts applicable agencies on behalf of the caller via a three-way telephone call and/or via phone transfer.  Follows up and updates appropriate database systems on referrals with callers and/or agencies to determine status and provide additional assistance if required.  Communicates any pertinent changes that are necessary to update the electronic community resource database to maintain accuracy.  Assists the department supervisor in the collection and production of needed information.  May attend and participate in community outreach activities and fairs in order to increase public awareness of the Elder Helpline and the Alliance for Aging to individuals within the community which may include distributing public information materials.  Assists with the Alliance For Aging's response following a disaster or emergency, as needed. Specific tasks will be assigned by the supervisor, based on need and the incumbent's availability.  Performs other duties as assigned Education, Skill Requirements and Essential Functions Bachelor's degree from an accredited college or university in a human services related field, or an Associate of Arts degree from an accredited entity in a human services related field and a minimum of two (2) years experience in information and referral services, case management, call center services, social services, or related work experience.  A high school diploma or GED and at least four (4) years experience in an interactive human services setting can be substituted for higher education degrees if applicable.  Ability to utilize crisis intervention style techniques to de-escalate verbal confrontations with difficult callers.  Ability to relate to older persons and be able to deal with the public effectively over the telephone and be a receptive, friendly listener. Knowledge of the local aging services network helpful.  Ability to work independently, as well as in a team environment.  Ability to handle telephone equipment while utilizing electronic software designed to access information.  Demonstrated PC ability to include Microsoft Office products, especially Word, Excel, Outlook and experience using databases. Additionally, must be proficient using the Internet.  Ability to type a minimum of 35 words per minute on a PC and possess strong English grammatical and spelling skills.  Bi-lingual (English/Spanish or English/Creole) preferred.

Job Type:

Full-time Pay:

$39,048.46 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Education:

Bachelor's (Required) Ability to

Commute:

Miami, FL 33172 (Required)

Work Location:

Hybrid remote in Miami, FL 33172