Employment Opportunities                      

"Linking people and resources for a stronger Louisiana"

What is Information and Referral?
One of the greatest barriers to people accessing services is their lack of information about what services exist. Most of the calls to 232-HELP/211 come from people who do not know what services they need. They have a problem and want to know who can help them. The Information and Referral (I&R) Specialist's job is to assess the situation and determine the most appropriate service available given the caller's problem, transportation, financial means, etc. More often than not, related problems surface and additional referrals are made. In many cases they save the caller a tremendous amount of time by being able to tell them what types of information an agency requires to be eligible for services (e.g., birth certificate, social security number etc.)

If you are interested in a career with a company that cares for its clients and its employees, we invite you to consider 232-HELP/211.  

232-HELP/211 is a private non-profit organization that connects people with services in a ten-parish area.  Several of the programs at 232-HELP/211 have served the Acadiana area for over 40 years. Please visit our website: http://www.232-help.org.

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Position Title: Information and Referral Specialist

REPORTS TO: Executive Director and Assistant Administrator

PURPOSE: This position provides facilitative communication (active listening skills), crisis intervention, and information and referral services on health and human service programs to inquirers; linking them to appropriate resources, and advocating on the inquirer’s behalf when necessary.

The Information & Referral Specialist is responsible for providing confidential, appropriate, unbiased health and social service information, referral and advocacy to the general public by telephone; performing preliminary screening for eligibility for public and community services; assisting callers with access issues; and tracking gaps in services.

ESSENTIAL DUTIES:

A. The Information and Referral Specialist component seeks to identify clients’ needs and link clients with available resources in the community:

  1. Excellent communication skills, including ability to respond to callers with patience, objectivity and a nonjudgmental attitude

  2. Answer incoming phone calls to provide information and referral service activities including intake, assessment and referral.

  3. Provide advocacy for inquirers when needed by interacting with clients and agencies in resolving problems and providing information.

  4. Computer literate - access, retrieve, and input information from an automated database/client information system.

  5. Demonstrated ability to problem-solve.

  6. Knowledge of, or ability to learn, community resources.

  7. Ability to work well in a team, good interpersonal skills, and positive attitude

  8. Ability to multi-task.

  9. Ability to work on-call and, during times of disaster, ability to work evenings, weekends, and holidays.

QUALIFICATION CRITERIA:

Bachelor's degree in social work, sociology or related field or equivalent experience is preferred.

At least one year of experience in call center, crisis hotline or information and referral service.

Demonstrated knowledge of health and human services in the Acadiana Region

Ability to accurately assess client needs.

Sensitive and able to manage individual diversity issues presented by callers.

Ability to meet with and be sensitive to the needs of the poor, uninsured, elderly, handicapped and chronically ill

Demonstrated ability to effectively communicate orally and in writing

Ability to work independently and in a team setting

Must have excellent organization and communication skills

Must be able to work in a busy environment.

Must demonstrate above average computer skills.

Must be willing and able to meet AIRS certification standards.

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POSITION TITLE: Disaster Information and Referral Volunteer Specialist

REPORTS TO: Executive Director and 2-1-1 Manager

PURPOSE: The Information and Referral Volunteer Specialist responds to emergency/disaster- related calls, provides information to persons seeking help, and conducts follow-up calls.

The Information & Referral Volunteer Specialist is responsible for providing confidential, appropriate, unbiased health, social service and emergency/disaster information, referral and advocacy to the general public by telephone; performing preliminary screening for eligibility for emergency/disaster-related public and community services; assisting callers with access issues; and tracking gaps in services.

ESSENTIAL DUTIES:

A. The Information and Referral Specialist component seeks to identify clients’ needs and link clients with available resources in the community:

  1. Answers incoming calls at the I&R center.

  2. Assesses the caller’s need (s) and makes appropriate community referrals.

  3. Responsible for documenting demographics, caller needs and referrals provided.

  4. Adheres to all operational standards of the I&R Center.

  5. Attends resource-sharing meetings, as assigned.

  6. If appropriate, makes follow-up calls to determine whether caller’s needs were met.

  7. Seeks out and researches information on community resources, if assigned the task.

  8. Performs other related duties as assigned by management.

QUALIFICATION CRITERIA:

Knowledge of and skill in using computer software, including Microsoft Office programs and database programs.

Skilled in operating various office equipment, particularly a personal computer, calculator, facsimile, copy machine, digital camera, document shredder, and typewriter.

Ability to pay close attention to detail and coordinate various activities simultaneously (multitask.)

Ability to communicate with callers, co-workers, and management staff in a courteous and professional manner.

Ability to communicate effectively verbally and in writing.

Ability to maintain high ethical standards and confidentiality in accordance with 232-HELP / Louisiana 211 policy and procedures.

Excellent interpersonal skills and ability to work on a team.

Must be flexible in a constantly changing environment.

High initiative and ability to work with minimal supervision.

Positive attitude essential.

LENGTH OF SERVICE: Up to two weeks

TIME COMMITMENT: Eight to twelve hour shifts

BENEFITS: On-site training and meals/beverages are provided.

 

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TO APPLY:  Send resume and cover letter to:

Maria Placer

Executive Director

232-HELP/211

Post Office Box 52763

Lafayette, LA 70505

 

232-HELP/211 is an Equal Opportunity Employer.

Hours of operation are Monday - Friday, 8:00am - 4:30pm with 24 hour on-call services (staff rotation) for emergencies. 

 Physical Location:

      1005 Jefferson Street, Lafayette, Louisiana

Southwest Louisiana Education and Referral Center, Inc.
P.O. Box 52763
Lafayette, Louisiana 70505
(337) 232-4357
Fax (337) 232-1960
General Email: help@232-help.org

 

 

Informatioin on national information and referral access-211

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