Enhanced Services Specialist, Eldercare Locator

Job Type

Full Time


Details: Non-Exempt position with full benefits but subject to grant funding



Application Deadline:



1730 Rhode Island Avenue, NW
Suite 1200
United States


n4a Overview:

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 256 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.


Please see our Annual Report for an overview of our recent work or n4a News for the latest developments.


Job Title:  Enhanced Services Specialist, Eldercare Locator  


Reports To: Coordinator, Information and Referral


Project Description: 

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 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 specialists and through access to a public website (www.eldercare.acl.gov).


The Enhanced Services Specialist is responsible for connecting older adults and their caregivers who require additional consultation to appropriate community based aging and health related supported services and programs.


Duties and Responsibilities:

Respond to requests for information about aging and health supportive services through telephone contact, chats and emails; assess inquirer needs; provide appropriate and referrals to approved agencies and programs; transfer callers to appropriate resources; follow establish protocols and performance standards; complete required reporting and documentation; provide consultation and referral assistance to internal transferred callers who have greater complex needs; 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;

·        ability to provide consultation services;

·        knowledge of human service call centers; and

·        understanding of the confidential nature of the position and associated documents.


Master’s Degree or Bachelor’s Degree plus 2 years of relevant experience in human services or aging field; Experience preferred in the information and referral field with disability or human services specialty. Must obtain CIRS–A/D certification through the Alliance of Information and Referral Systems after one year of employment.


Work Hours:

Non-Exempt position with full benefits but subject to grant funding.


n4a is an equal opportunity employer and offers reasonable accommodations to individuals with disabilities. n4a offers an excellent benefits package 


Non-Exempt position with full benefits but subject to grant funding

Professional Level

None specified

Minimum Education Required

No requirement

How To Apply


Application Procedure: To apply, please send a resume to:

Ms. TaNika Newman, Office Administrator

National Association of Area Agencies on Aging (n4a)

1730 Rhode Island Avenue NW, Suite 1200

Washington, DC 20036