The 2-1-1 Call Specialist interviews clients, provides public benefits counseling, and makes referrals to the appropriate agencies. This requires an extensive and thorough knowledge of the services, internal referral procedures, and eligibility requirements of public and private health, welfare, and educational, recreational and religious organizations. The service area includes Collin, Dallas, Denton, Ellis, Hunt, Kaufman, Navarro and Rockwall counties.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Provides information, referrals, benefits counseling and assistance to consumers and professionals who contact the 211 Texas Infoline & Aging Information Office
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Helps all persons receive the information and assistance they need
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Provides referrals which consist of a needs assessment, evaluation of appropriate resources, helping persons, for whom services are unavailable, locate alternative resources, and actively participate in linking the consumer to needed services
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Conducts interviews with inquirers by telephone
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Assesses inquirer’s needs and assist the inquirer in identifying appropriate organizations that provide the necessary service
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When appropriate, makes direct contact for the inquirer with the other agency through conference calling or scheduling appointments
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Provides follow-up on referral contacts, consisting of contacting the organizations to which a referral has been made, and /or contacting the inquirer to find out if the service is provided
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Keeps 2-1-1 Resource & Training Coordinator informed of follow-up activities
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Maintains records of intake activity, writes summary reports and completes statistical data as requested
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Utilizes a computerized resource information system
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Adheres to policies and practices of Community Council Information and Referral Orientation Manual
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Assists Resource Specialists in updating and maintaining current community resource information
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Attends meetings related to agency services and staff trainings
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Delivers community resource presentations to appropriate organizations and participates in community resource fairs as assigned
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Extensive knowledge of the social service system, internal referral procedures and the eligibility requirements of public and private health, welfare, educational, recreational, and religious organizations in the counties served by the 211 Texas InfoLine, the Aging Information Office
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Ability to function independently with a high degree of professionalism in responding to Community Helpline, Aging Information Office and requests for information and assistance
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Ability to communicate clearly and sensitively with persons seeking help and often in distress
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Capacity to understand the information needs of callers and efficiently directly them to needed services and benefits
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Skill in use of computer screens and manual dexterity and skill in use of keyboard
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Ability to speak clearly and distinctly
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Relates to others with tact and good judgment
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Ability to get along with a variety of people
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Tolerance of a variety of viewpoints
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Ability to write and speak English effectively - and Spanish effectively if bilingual
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Texas driver’s license or alternate means of transportation
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Certification as Information and Referral Specialist as required by applicable state and federal laws
This job operates in a professional office setting as well as in the field. This role routinely uses computers and phones.
Specific physical demands include:
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Ability to sit at a computer for extended periods of time
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Ability to speak clearly to convey information and able to hear at normal speaking levels both in person and over the telephone
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Good vision and good hearing acuity (with glasses and hearing aids if necessary).
This is a full-time position based on 40 hours per week. Occasional evening work, including weekends, overnight and holidays, may be required as job duties demand.
This position requires travel to events, to make presentations in the region, or to attend conferences as required, amounting to no more than 10% of time.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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Minimum high school diploma
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Demonstrated experience in active listening, problem clarification, and follow through with tasks
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Ability to communicate in both English and Spanish verbally and in writing preferred
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Reliable transportation to and from work sites
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Personal transportation for attending off-site meetings
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Ability to transport and handle materials for use at off-site meetings.
****Community Council is an Equal Opportunity Employer****