Shire Jobs

Scope:

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.

Essential Functions:

•         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.