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Agency:

Posting date:

March 6, 2018

How to apply:

 

Submit cover letter, resume and 3 references (at least 2 professional) no later than March 18, 2018 to: 

 

ATTN: Human Resources

 

HandsOn Central Ohio, 195 N. Grant Ave, Suite 200, Columbus, OH 43215

 

hr@handsoncentralohio.org

 

 

HandsOn Central Ohio is an Equal Opportunity Employer

 

Job Description:

 

 

 

SUMMARY:  An Information & Referral Specialist provides phone-based, community resource navigation, referral and linkage to people seeking services and providing services in Franklin and Athens County, Ohio.  As the first point of contact for our callers, the Information & Referral Specialist is a key ambassador for our organization and the partnerships we represent.  The position requires a positive and solution-oriented ethic, placing the greatest priority on meeting the diverse needs of callers in a timely and effective way that results in high customer satisfaction.

 

DESCRIPTION:  This position assists Information and Referral Services Call Center in responding to the community by linking callers to appropriate resources.  Conduct assessments of each caller’s situation and needs and provide appropriate information on programs and services that address those needs. Provide support to others in call center, including staff and volunteers, by executing trainings, coordinating staff meetings/trainings, addressing questions and concerns, and collaborating on department projects.

 

RESPONSIBILITIES:

  • Assessment/provision of information and referrals
  • Train new hires and update training materials
  • Provide support to call center workers, including call center manager, coworkers, volunteers and work study students
  • Assist with letters and web-based resource requests
  • Coordinate bi-monthly staff meeting with call center manager
  • Perform follow-up with clients to ensure quality service and provide additional referrals, as needed
  • Write agency-specific 2-1-1 newsletter
  • Perform public speaking/training at community meetings and fairs
  • All other duties assigned.

 

QUALIFICATIONS:

  • High school diploma or equivalent
  • 2 years customer service, call center or other related experience

 

KNOWLEDGE, SKILLS AND ABILITIES:

  • Knowledge and understanding of community resources
  • Knowledge of and efficient use of multiple databases/technology
  • Outstanding communication skills
  • Ability to forge and maintain partnerships
  • Ability to think abstractly and problem solve
  • Proficient computer skills and ability to work simultaneously in various databases
  • Excellent work ethic and ability to interact with diverse populations in a polite and courteous manner

 

PROFESSIONAL DEVELOPMENT:

 

  • Achieves AIRS™ certification within six months of hire
  • Attends staff and department meeting

 

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