Shire Jobs

General Summary:

Under the direction of the 2-1-1 Program Supervisor, the position of Lead Information & Referral Specialist provides confidential, appropriate, unbiased health and social service information, referral and advocacy to the general public by telephone, email, mail, and in person; performs preliminary screening for eligibility for public and community services; assists callers with access issues; tracks gaps in services, and ensures that accurate information is available to all interested parties. The Lead Information & Referral Specialist offers support to the 2-1-1 Program Supervisor and the 2-1-1 staff.

Essential Functions:

• Screens callers for services, accurately records transaction information, refers to appropriate resource, and advocates for caller to secure services from public and private community agencies as needed.
• Responds to telephone inquiries concerning the availability of services provided by public or community resources.
• Schedules and performs follow-up surveys /calls via phone per protocol.
• Research answers to new questions and requests for unknown services.
• Provides specific, detailed information to the public about accessing public private community resources for health and social services consistent with standards set by AIRS (Alliance of Information & Referral Systems).
• Collects and enter caller information into 2-1-1 information electronic record systems in compliance with contract and reporting requirements stipulated by funding partners.
• Advocates for individuals experiencing difficult or lacking ability needed to make effective contact with agencies, programs, and services.
• Works closely with staff in other 2-1-1 call centers, LifeWays, and crisis programs to ensure strong coordination and effective service.
• Works toward achieving program dashboard (quality assurance) goals.
• Represents 2-1-1 and LifeWays effectively to agencies and groups in person and on the telephone.
• Serves as a backup for Information and Outreach Specialist, as needed.
• Assists in development and maintenance of the call center schedule.
• Assists the team by organizing the daily workflow, and answers questions from the team.
• Assists the 2-1-1 Program Supervisor with caller complaints/feedback.
• Provides training for all new I&R Specialists and interns and temps.
• Responsible for adherence to all Commission on Accreditation of Rehabilitation Facilities (CARF) and Michigan Department of Health and Human Services (MDHHS) standards.
• Maintain regular and predictable attendance.
• All other duties as assigned.

Required Education/Certification/Licensure:

• Associates Degree with an emphasis in human or social services.
• CRS (Certified Community Resource Specialist) upon hire.
• Mental Health First Aid Training, upon hire.
• MiBridges Navigation, upon hire.

Preferred Education/Certification/Licensure:

• Bachelor's degree with an emphasis in human or social services.
• Community Health Worker Certification (CHW)