Information & Referral Specialist
Indexed description
This person will also provide a variety of clerical duties and support to the office. This position is customer facing and will require someone who takes pride in customer service, positive relationships, and the ability to work with a diverse population.
Essential Job Functions
An employee in this position may be called upon to do any or all the following essential functions. These examples do not include all the duties which the employee may be expected to perform. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without reasonable accommodation.
- Greet and deal effectively with the public and staff, in person, via email and over the phone.
- Serves as the initial point of contact for individuals and households seeking assistance and other services.
- Conduct participant intakes and provide application assistance as needed.
- Take detailed and accurate messages, ensuring that each message is delivered or communicated to staff via email, phone message, Microsoft Teams, or in person to appropriate staff in a timely manner.
- Analyze complex information gathered from callers to assess needs, and research and refer them to appropriate resources.
- Distribute information pamphlets.
- Provide current information to the public regarding the general eligibility requirements for assistance programs.
- Maintain a current resource directory to assist with appropriate referrals. This will require coordination and collaboration with area partners and online resources to keep an accurate and current list of services offered.
- Schedule office and in-home appointments for assistance programs and instruct households on what to bring to appointments.
- Open and route daily incoming mail. Prepare outgoing mail each day, deliver to the Post Office each afternoon.
- Maintain suggested list of office supplies. Process supply, equipment, or furniture requisitions. Provide accurate posting of supplies ordered to appropriate grants. Ensure delivery of supplies to appropriate staff persons or department head.
- Maintain various lists and logs based on usage and request.
- Enter client information into a variety of state and agency databases.
- Responsible for maintaining inventory records for energy education supplies and reordering supplies as necessary.
- Prepare reports and correspondence as needed.
- Provide clerical support to program staff.
- Participate in agency and community workgroups, committees and trainings as needed.
- Assist with CAPECO sponsored events.
- Perform other duties as assigned.
- Bilingual Preferred but not required: for differential pay - must be proficient in reading, writing, listening and speaking in English and Spanish.
- An associate degree in a related field of study which can be substituted for two years of equivalent education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of this position.
- Must possess a high level of tolerance and understanding for individuals and families that may be in crisis as well as possibly experiencing mental health concerns and substance abuse.
- Requires individual to be highly organized.
- Must maintain agency and client confidentiality.
- Excellent communication, interpersonal, and customer service skills and legible handwriting.
- Must have computer experience and a working knowledge of Word and Excel.
While performing the duties of this job, the employee is frequently required to stand, walk; sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to bend, kneel, and crouch. Specific vision abilities required by this job include close vision and distance vision. The noise level in the work environment is usually moderate. The employee must occasionally lift, and/or carry/move objects up to 50 pounds.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, smart phones, photocopiers/scanners, shredders and filing cabinets.
SPECIAL REQUIREMENT
- Must pass a criminal history background investigation however, a conviction of a crime may not necessarily disqualify an individual from this position.
- CAPECO is a drug free workplace and pre-employment drug screening will be required. Due to federal funding, our drug screening includes the use of marijuana.
- Possession of or ability to obtain a valid driver’s license and insurable driving record is required.
- Travel may be required within the service area, which will require the use of a personal vehicle. Mileage will be reimbursed per IRS guidelines.
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