Team Lead, Information & Referral

Website HandsOn Central Ohio

DEPARTMENT:   Community Insights

DIVISION:   Information & Referral Call Center Services

REPORTS TO:   Manager, Information & Referral Services

STATUS:   Full Time, Non-Exempt

SUMMARY: This position assists Information and Referral Services Call Center in responding to the community by linking callers to appropriate resources. Conduct assessments of each caller’s situation and needs and provide appropriate information on programs and services that address those needs. Provide support to others in call center, including staff and volunteers, by executing trainings, coordinating staff meetings/trainings, addressing questions and concerns, and collaborating on department projects. Create and maintain a link between food pantries and HandsOn by acting as a referring agent to those entities in order to help alleviate poverty/hunger in the community.


Maintain relationship with food pantries and address questions, concerns, updates, closings, etc.

 Assessment/provision of information and referrals

 Train new hires and update training materials

 Conduct annual updates with food pantries

 Provide support to call center workers, including call center manager, coworkers, volunteers and work study students

 Assist with walk-in referrals, letters, and web-based resource requests

 Coordinate bi-monthly staff meeting with call center manager

 Perform follow-up with clients to ensure quality service and provide additional referrals, as needed

 Write agency-specific 2-1-1 newsletter

 Perform public speaking/training at community meetings and fairs

 All other duties assigned.


Obtain and maintain professional certification (CIRS) through the Alliance of Information and Referral Services at HandsOn Central Ohio’s expense

Attends staff and departmental meetings


Knowledge and understanding of community resources

 Knowledge of and efficient use of multiple databases/technology

 Outstanding communication skills

 Ability to forge and maintain partnerships

 Ability to think abstractly and problem solve


One (1) year human services or call center experience

Bachelor’s degree in social work, communications, or related field preferred

Ability to speak other languages other than English is a plus

Proficient computer skills and ability to work simultaneously in various databases

Excellent work ethic and ability to interact with diverse populations in a polite and courteous manner

STATUS: Non-Exempt, no direct reports

APPLY FOR JOB below by submitting cover letter, resume and 3 references (at least one professional) to :

Or via U.S. Mail to ATTN: Human Resources, HandsOn Central Ohio, 195 N. Grant Av, Suite 200, Columbus, OH 43215

Posting Deadline: December 1, 2017

HandsOn Central Ohio is an equal opportunity employer


To apply for this job email your details to

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