Information & Referral Specialist

Employee Benefit Data Services (eBDS) is a leading provider of technology enabled smart solutions for health and benefit consumers.

 

 

Due to recent growth, the following exciting career opportunity is now available:





Information & Referral Specialist.

 

Summary: The Helpline Information and Referral Specialist is responsible for providing information on volunteerism and health and human social services through the use of a computerized information and referral directory in a fast pace environment. The I&R Specialist connects service users to appropriate agencies and programs for help in solving problems and assisting in location of basic needs such as food, housing, fuel, clothing and financial support.  I&R Specialists inform users about programs, agencies and non-profit organizations that can provide assistance for their specific need. 

 

 Education and/ or Experience:

o Bachelors Degree in Human/Social Services or equivalent education/experience

o Minimum of two years previous experience human /social services

 

Skills and Abilities:

o Proficiency in Microsoft Word, Excel, Outlook and Internet Explorer.

o Ability to research multiple computer system applications to fully investigate, then resolve customer issues and inquires.

o Ability to use basic office equipment including- fax, copier, phone, TDD/TTY, etc.

o Excellent verbal and written communication skills.

o Excellent telephone etiquette, active listening skills.

o Mastery of effective questioning skills and knowledge of various types of questions to including probing, closed, echo, and leading.

o Ability to record information in call tracking system while servicing calls.

o  Ability to accurately assess client needs.

o  Communication

§ Internal-Ability to professionally communicate in writing and/or verbally within department and with other departments to obtain or exchange general information and respond to questions.

§ External-Ability to professionally communicate in writing and/or verbally with users and the client (United Way) to interpret, instruct and/or explain information.

 

Certificates, Licenses, Registration – AIRS(Alliance of Information and Referral Systems) Certification is required after the minimum number of years experience is achieved.

 

Physical Demand and Working Environment:

·  Sitting at cubicle, utilizing telephone equipment with headset while using a computer.

·  Move to and from printer and fax machine, within close proximity to cubicle.

·  Work is generally performed in an office or cubical environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions.

 

 

Major Duties and Responsibilities:

·  Offer complete customer service and satisfaction when responding to inquiries for information and referral from individuals, professionals and organizational clients.

 

·  Maintain accurate and detailed records of information and referrals given on each call.

 

·  Complete the necessary data entry to enable detailed analysis of work completed by the Information and Referral service through report generation.

 

·  Respond to requests for additional clarification on calls, e-mails and referrals.

 

·  Maintain a professional level of communications in all mediums.

·  Assess users’ needs.

·  Connect users to crisis intervention services, when appropriate.

·  As directed, provide information and referral service or “guidesâ€� in hard copy or through various non-telephonic mediums.

·  Respond in writing to letters, e-mails and general inquires received by UWAC (United Way of Allegheny County.





·  During the United Way campaign period, direct contributors to appropriate agency codes, and handle problems that may arise concerning the pledge process. Continuous communication with the United Way will be necessary.

·  Prepare for and attend staff meetings when assigned.



·  Follow the procedures set forth in the Helpline manual.



·  Ensure achievement of personal and departmental call statistic requirements and goals.

·  Acquire and maintain certification through AIRS.

·  As directed by the Helpline Manager, specialists will be asked to perform additional duties and complete projects outside of those mentioned above.  These assignments or projects may pertain to the other business of the Benefit Service Center or UWAC.

 

An EOE

 

Interested incumbents may either respond directly to this ad  by using the 'apply now' link or send their resumes to:

 

HR Dept

eBDS

One Gateway Center Suite 1100

Pittsburgh, PA 15222