Website HandsOn Central Ohio
TITLE: Information & Referral Specialist (2-1-1)
DEPARTMENT: Community Insights
REPORTS TO: Manager, Information & Referral Services
STATUS: Full-time, Non-exempt
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.