Information & Referral Specialist (2-1-1)

HandsOn Central Ohio

TITLE: Information & Referral Specialist (2-1-1)
DEPARTMENT: Community Insights
REPORTS TO: Manager, Information & Referral Services
STATUS: Full-time, Non-exempt
Revised 9/01/16

DESCRIPTION: Responds to incoming phone calls, emails, and other forms of contact from callers seeking information on a broad range of community organizations, services, and other resources. Assesses callers’ needs, obtains and documents information and effectively utilizes the resource database to provide the most relevant, timely, and effective information.

SUMMARY: 2-1-1 Information & Referral Specialists provide phone-based, community resource navigation, referral, and linkage to people seeking services and providing services in Franklin and Athens County, Ohio. As the first point of contact for our callers, the Information & Referral Specialist is a key ambassador for our organization and the partnerships we represent. The position requires a positive and solution-orientated ethic, placing the greatest priority on meeting the diverse needs of our callers in a timely and effective way that results in high customer satisfaction.

 Demonstrates excellent customer service skills when answering inquiries from general public
 Handles inbound calls in a timely manner
 Use written and verbal communication skills to accurately report issues
 Assess caller needs quickly, accurately, and with high emotional intelligence
 Perform database queries and evaluate the relevance and effectiveness of results for addressing caller concerns
 Complete data entries with high accuracy
 Liaise with external partners, as appropriate, to aid response to caller needs
 Maintain strict confidentiality and information security
 Ability to resolve individual and family crises
 Performs duties consistent with professional standards and protocols governing general Information & Referral and/or Specialized Intake
 Performs other duties as may be required to fulfill responsibilities of this position

 High school diploma or equivalent
 Associates Degree preferred
 2 years customer service, call center, or other related experience

PLEASE APPLY FOR JOB below by submitting a cover letter, resume and three references no later than Sunday, March 26, 2017 to ATTN: Human Resources

HandsOn Central Ohio is an Equal Opportunity Employer

Unfortunately, because of the volume of applicants we receive, we aren’t able to give status updates.  No phone calls or emails please.

To apply for this job email your details to

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Improving Franklin County

Our mission is to improve the well-being of our community by reducing the incidence of mental health problems and eliminating the abuse of alcohol and other drugs in Franklin County.

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ADAMH Board of Franklin County
447 East Broad Street
Columbus, OH 43215

Phone: (614) 224-1057
Fax: (614) 224-0991

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