Information & Referral Specialist

Our Boston-based, non-profit client is hiring an entry level Information & Referral Specialist to join their team. This role will assist with providing advocacy, education, and a wide range of services.

Responsibilities:

• Manage the volume of calls and voicemail messages including listening to calls, transcribing messages, returning calls, and distributing messages within the team to the most appropriate responder
• Respond to phone and email inquiries and direct clients from the hotline and email to the appropriate service or agency
• Perform triage with clients to conduct brief counseling sessions for clients, utilizing assessment tools and making referrals based on their needs and housing situation to the most viable internal and external community resources, and, if financial assistance can be accessed, to rapidly re-house or prevent the family from becoming homeless
• Provide initial information and referrals (I & R) for community-based resources such as childcare, education, job training, fuel assistance, behavioral health, food, transportation, legal advice, medical care, counseling, parenting skills, and other services
• Provide I & R problem solving, provide referrals to staff for homelessness prevention programs
• Provide individuals and families with general information on application processes
• Ensure applicants reaching out for information are properly documented and noted in the system
• Assist in-person clients and landlords with applying through the electronic portal system to apply for RAFT benefits and ensure client compliance with regulations
• Maintain accurate client records by collecting and entering all required data into the call log
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work
• Maintain confidentiality of client, employee, and agency information in accordance with federal and state laws and funder requirements
• Other responsibilities as required

Requirements:

• 1 year of receptionist, administrative, or human service experience
• Knowledge of or strong interest in learning about community-based resources
• Proficiency in Microsoft Word/Excel/Outlook
• Strong customer service skills and phone etiquette
• Professional and courteous demeanor
• Bilingual - Portuguese required