Information & Referral Specialist in Waltham, Massachusetts at Springwell

Springwell is seeking compassionate community specialists to provide Referrals to older adults, family caregivers, individuals with disabilities, and community professionals. The specialists gain extensive knowledge of internal Springwell programs as well as the broader service networks available to our consumers. Specialists need excellent interpersonal and problem-solving skills in order to provide accurate information tailored to the specific needs of the inquirer.

The compensation for this role is $28.21/hr for a 37.5 hour work-week.

POSITION DESCRIPTION
Information and Referral Specialists work with consumers over the phone, via email, and in person at the Springwell office. They provide support and consultation to individuals who are seeking assistance navigating services available to them. The Specialists are able to build rapport with both non-professional and professional callers, provide empathy and support, assess needs, and make appropriate referrals to internal Springwell programs and to external agencies. Specialists build an extensive knowledge of providers, agencies, and services available to the community and use their skills to share this knowledge in a way that supports and empowers consumers. The team also conducts research for and makes updates to informational materials that are provided to the community and utilized by Springwell staff.

ESSENTIAL JOB FUNCTIONS

• Assess caller’s need for services and community resources; research options; provide accurate and unbiased information tailored to the caller.
• Collaborate with colleagues in other Springwell departments surrounding their resource needs.
• Maintain existing information sheets used by staff, community partners, and consumers; create new informational materials around topics of interest that are relevant to the Springwell community.
• Update and maintain community provider records in the internal resource database; research new providers for possible inclusion in the database.

QUALIFICATIONS

• Bachelor's degree and previous social service experience preferably with older adults, individuals with disabilities and/or providing customer/consumer support
• Excellent organizational, interpersonal, and communication skills
• Ability to learn and navigate internal computer systems
• Ability to work both independently and collaboratively with co-workers, adapt to changes and problem-solve.