Information and Referral Specialist
1730 Rhode Island Avenue, NW
The National Association of Area Agencies on Aging's primary mission is to build the capacity of our members so they can help older adults and people with disabilities live with dignity and choices in their homes and communities for as long as possible.
The National Association of Area Agencies on Aging (n4a) is a 501(c)(3) membership association representing America’s national network of 622 Area Agencies on Aging (AAAs) and providing a voice in the nation’s capital for the more than 250 Title VI Native American aging programs.
Whether it is helping Washington set priorities, building the capacity of our members, raising the visibility of AAAs and Title VI programs nationwide, offering training and educational events, or working to drive excellence in the fields of I&R/A, transportation, livable communities and volunteerism, n4a is dedicated to supporting the success of its members.
Job Title: Information and Referral Specialist
Reports To: Coordinator, Information and Referral
The Eldercare Locator is a nationwide service that connects older Americans and their caregivers with information on aging services, programs and resources. Funded by the U.S. Administration on Aging/Administration for Community Living and administered by the National Association of Area Agencies on Aging (n4a), the Eldercare Locator is the first step to finding aging resources nationwide. The service is operated through a call center, staffed by trained Information and Referral Specialists, and through access to a public website (www.eldercare.acl.gov).
The Information and Referral Specialist is responsible for connecting older adults and their caregivers to appropriate community based aging and health related supported services and programs.
Duties and Responsibilities:
Responds to requests for information about aging and health supportive services through telephone contact, chats and emails; provides reliable and accurate referrals to approved agencies and programs; transfers callers to appropriate resources; follows establish protocols and performance standards; completes required reporting and documentation; preforms other duties as assigned by the supervisor.
Skills and Experience Required
- Excellent oral and written communications;
- Excellent customer service knowledge;
- Decision-making skills;
- Excellent interpersonal skills;
- Ability to work independently and as a member of a team;
- Ability to meet deadlines and to work well under pressure;
- Knowledge of information and referral/assistance protocols and procedures and the role the aging network plays in I&R/A;
- Knowledge of human service call centers; and
- Understanding of the confidential nature of the position and associated documents.
Two years college (college degree preferred), preferably in human services or aging field; two year experience in the aging or human services field; Must obtain CIRS–A/D certification through the Alliance of Information and Referral Systems after one year of employment.
n4a is an equal opportunity employer. We offer a competitive salary and an excellent benefits package.
Minimum Education Required