Information Referral Specialist

WAYNE-METROPOLITAN COMMUNITY ACTION AGENCY•Detroit, MI

5d•Onsite

About The Position

An Information & Referral Specialist provides information, referral, and assessment over the telephone by email or online in the Wayne Metro CONNECT Call Center. Responsibilities include conducting preliminary need and eligibility assessments, gathering information for program intake activities and scheduling appointments for clients with Wayne Metro staff.

Requirements

Bachelor’s degree in Human Services or related major OR a combination of education and experience that is similarly equivalent.
Minimum of four years of experience in Human Services
Ability to type at least 35 w.p.m.
Call center experience with expertise in telephone etiquette is essential.
Demonstrated knowledge of customer service principles and practices.
Demonstrated evidence of interviewing, assessment and problem solving skills.
Ability to effectively communicate via phone, gather and record data using various computer programs.
Working knowledge of basic internet applications and programs including Google technology and Microsoft Office Word and Excel. The ability to learn and utilize the necessary programs for this position.
Ability to communicate effectively both orally and in written form.
Excellent interpersonal and professional skills including but not limited to professional appearance, tact, punctuality, and dependability.
Excellent customer service skills with the ability to work with internal and external customers in a friendly, cooperative, and professional manner.
Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
Ability to learn and navigate new software quickly.
Ability to work well under pressure and/or against opposition and to handle conflict in a professional manner.
Strong organizational and time-management skills.
Must be flexible, reliable and have the ability to work autonomously, as well as in a supportive/team based environment.
Effective problem solver and decision maker.
Ability to provide services for those persons facing economic, social, health, age, and educational barriers.
Ability to work a flexible schedule.
Perform work in a manner that upholds Wayne Metro policies and procedures.
Valid identification and reliable transportation.

Nice To Haves

Accredited Information Referral Specialist Certification (CIRS) is a plus.

Responsibilities

Receive incoming calls to assess a client’s need and recommend the most appropriate initial course of action given the caller’s needs and the available resources within Wayne Metro and/or the community.
Maintain consistently high standards of customer service while maintaining confidentiality.
Provide information to clients of available programs/services and make appropriate referrals.
Schedule client appointments with the appropriate department based on Wayne Metro’s established pre-screening guidelines and determination criteria.
Accurately document all client interactions using web-based computer software systems.
Inform clients by explaining procedures, answering questions, and providing information.
Maintain communication equipment by troubleshooting and reporting problems.
Develop and maintain comprehensive resource files of information on organizations that provide human services in the community.
Stay informed on social issues, programs, and changes in services at Wayne Metro and in the Wayne County area.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Maintain accurate records for the purpose of deriving statistics and compiling program reports.
Meet quality assurance requirements and other key performance metrics.
Utilize various systems and tools to assist and service clients.
Work in a call center environment on a computer with a headset for extended periods of time.
Attend staff meetings, conferences and workshops in order to upgrade professional skills.
Work effectively in team atmosphere while achieving program quality assurance goals.
Maintain a positive attitude towards assigned work, clients, and staff, and a willingness to work with others.
Perform work in a professional manner that upholds Wayne Metro’s policies and procedures.
Other duties as assigned.